Complaints Executive

Zenith Vehicles; Leeds; Hybrid; GBP 24,000 - 30,000; Full time

Benefits offered by this job

Hybrid working

24 days annual leave

Life Insurance

Dental & Health Cash Plans

Critical Illness Cover

Cycle to Work Scheme

Onsite parking

Job summary

Zenith Vehicles in Leeds is seeking a Complaints Executive to investigate and resolve customer complaints within an FCA-regulated framework. You’ll manage a personal caseload, ensure timely responses, and communicate outcomes clearly.

The role is hybrid, based at our Leeds Kirkstall Forge office, with opportunities to develop through FCA-related training and cross-team collaboration.

Qualifications

• Experience handling complaints in a regulated environment.
• Strong communication, tailored approach to situations.
• Able to navigate multiple systems and learn new tools.
• Ability to multi-task, take accurate notes and work under time pressure.
• Clear, concise written communication focused on accuracy and transparency.
• Well-organised and able to prioritise a changing workload.
• Calm and resilient when handling higher-pressure cases.
• Commitment to fair, positive customer outcomes.

Responsibilities

• Manage a personal caseload and address complaints within agreed timescales.
• Own end-to-end complaints process from initial contact to final response in line with FCA requirements.
• Conduct clear investigations and communicate outcomes transparently.
• Support customers with clear written and verbal updates; remove obstacles to resolution.
• Handle complex or sensitive issues calmly and constructively.
• Document every interaction accurately in the complaint records.
• Identify trends and feed insights for continuous improvement.
• Collaborate with colleagues and share learnings across calibration sessions.
• Use multiple systems to gather information and manage cases.
• Build effective relationships with internal teams and external stakeholders.

Skills

Complaints handling

Communication

CRM systems

Notes taking

Organised

Resilience

Time management

Tools

CRM systems

Job description

Are you someone who's committed to creating fair, positive customer experiences? Do you enjoy getting to the heart of issues, resolving concerns with clarity, and improving processes so customers benefit? If so, you'll feel right at home at Zenith.

For over 30 years, Zenith has been at the forefront of the transition to sustainable vehicle solutions. As the UK's largest independent vehicle solutions provider, we take pride in our people, our award-winning service, and our mission to make mobility smarter, greener, and accessible to everyone.

Within our Consumer Division, we partner with major automotive brands and financial institutions to deliver clear, consistent and responsible customer experiences. This includes our digital personal contract hire brand, ZenAuto, as well as our expanding White Label B2B2C partnerships. Our Consumer Customer Services team plays a vital role in ensuring fair and transparent interactions within an FCA‑regulated environment - where doing the right thing isn't just a requirement, it's who we are.

We're now looking for Complaints Executives with experience managing complaints in an FCA‑regulated setting. In this role, you'll work across a varied portfolio, ranging from manufacturer queries to regulated process concerns, financial complaints (including personal contract hire calculations and commission disclosures) and operational issues. It's a strong opportunity for anyone coming from a banking environment who wants a broader, more varied landscape of casework. Success here calls for curiosity, clear thinking and the confidence to explain complex regulatory information in a way customers can easily understand.

What You'll Be Doing

You’ll investigate and resolve customer complaints that need handling beyond first point of contact. You’ll work with care, consistency and attention to detail to ensure every customer receives a fair, timely and well‑communicated outcome.

Responsibilities

• Managing a personal caseload, ensuring all complaints are addressed within agreed timescales.
• Taking ownership of the end‑to‑end complaints process; from initial contact to final response, ensuring all actions align with FCA requirements.
• Carrying out clear, well‑structured investigations and communicating outcomes in a transparent and accessible way.
• Using strong written and verbal communication to support customers and remove obstacles to resolution.
• Handling complex or sensitive issues calmly and constructively.
• Accurately documenting every interaction and update in the complaint record.
• Identifying trends and root causes and feeding insights into the business to support continuous improvement.
• Contributing to calibration sessions and sharing learning with colleagues.
• Working across multiple systems to gather information and manage cases.
• Building effective working relationships with internal teams and external stakeholders.
• Supporting colleagues by sharing knowledge and assisting with queries during busy periods.

This is a hybrid role, with team members typically spending three days a week in our Leeds Kirkstall Forge office.

What You'll Bring

We're looking for someone who is consistent, thoughtful and confident in handling customer conversations. You will be someone who listens carefully, communicates clearly and approaches each case with professionalism and fairness.

Essential Skills And Experience

• Previous complaints handling experience within a regulated environment.
• Strong communication skills and the ability to tailor your approach based on the situation.
• Comfortable navigating multiple systems and learning new tools.
• Ability to multi‑task, take accurate notes and work efficiently under time pressure.
• Clear, concise written communication with a focus on accuracy and transparency.
• Well‑organised, consistent and comfortable prioritising a changing workload.
• Composed and resilient when managing higher‑pressure or emotionally challenging situations.
• A genuine commitment to delivering fair and positive outcomes for customers.

Why Choose Zenith?

We're Proud To Be

• Award-winning – Leasing Company of the Year (Fleet News 2023) Large Business of the Year Award (Yorkshire Post Excellence in Business Awards), winners of the Diversity and Inclusion Award (Yorkshire Post Excellence in Business Awards), and winners of the Wellbeing Award (Fleet News 2025).
• Sustainability leaders – With 41% of our fleet now Battery Electric Vehicles (BEVs), we're driving the transition to net zero as a carbon‑neutral organisation. We're also proud issuers of the UK leasing sector's largest‑ever green bond.
• Committed to Innovation: With a thriving fleet of 169,910 vehicles and consistent revenue growth, we're at the forefront of industry transformation.
• Inclusive - Integrity, clarity and collaboration sit at the heart of how we work. Our teams champion fair customer outcomes, protect vulnerable customers and maintain the high standards expected by our partners. With six colleague‑led diversity groups, we're continually investing in an environment where everyone can thrive.
• A place to grow - From regular FCA‑related training and tailored workshops to ongoing coaching from our People Leads, we focus on individual learning styles and clear progression routes through our MyGPS development framework.

Reward

• Salary up to £27,000 & annual bonus
• Hybrid working from our Leeds Kirkstall Forge office
• 24 days' annual leave plus birthday leave, with the option to buy more
• Life Insurance
• Breakdown Cover
• Dental & Health Cash Plans
• Critical Illness Cover
• Tech Scheme
• Cycle to Work Scheme
• Perks at Work – save on everyday essentials
• Wellbeing support including onsite GP, EAP, pensions advice, funded HRT treatment, Mental Health First Aiders
• Sports & Social Club, company activities, and team events
• Free onsite parking
• Onsite bistro
• Inclusive culture with colleague‑led equality networks
• Development opportunities with access to our MyGPS personal development framework.

Sound Like the Right Opportunity for You?

We want to positively encourage differences in Zenith and believe it is critical to our success as a company. Zenith is proud to be an equal opportunity workplace that seeks to recruit, develop and retain the most talented people from a variety of backgrounds, perspectives, and skills. We therefore encourage applications from all genders, races, religions, ages and sexual orientations, as well as parents, veterans, people living with disabilities, and any other groups that could bring diverse perspectives to our business.