Customer Care Executive

Zenith Group; Greater London; Hybrid; GBP 24,000 - 29,000; Full time

Benefits offered by this job

Hybrid working

Birthday off

Onsite parking

Health & dental plans

Critical Illness Cover

Tech Scheme

Cycle to Work

Season Ticket Loans

Breakdown cover

HRT treatment

Onsite GP

EAP

Mental Health support

Sports & social clubs

Amenities

Job summary

Zenith Group is seeking a Customer Care Executive to join our Credit Control team in a hybrid setup with three days in the office. You will handle calls, support customers in arrears, assess affordability, and propose suitable payment plans while liaising with agencies and internal teams to keep accounts up to date.

The role focuses on empathetic, professional service with development pathways through the MyGPS framework, enabling progression to Senior Executive, Team Leader, or specialist areas.

Qualifications

• Experience in arrears management or collections (customer service or charity sector welcome).
• Ideally, strong knowledge of FCA regulatory requirements.
• Exceptional customer service and communication skills.
• High levels of empathy and the ability to ask the right questions to understand customer needs.

Responsibilities

• Handle inbound calls and manage your own caseload.
• Make outbound calls to support customers in or approaching arrears.
• Assess affordability and discuss payment plans with customers.
• Liaise with consumer credit counselling agencies and internal teams to keep accounts up to date.
• One day per week dedicated to administrative tasks and development activities.

Skills

Arrears management

FCA knowledge

Customer service

Empathy

Resilience

Problem-solving

Time management

Job description

Are you passionate about delivering exceptional customer service? Looking for a role that offers real variety, clear opportunities for development, and a workplace where your growth truly matters? If so, Zenith could be the perfect next step in your career!

For over 30 years, Zenith has been at the forefront of sustainable vehicle solutions and is now the UK's largest independent vehicle solutions provider. We are committed to inclusion, kindness, and valuing unique perspectives, fostering an environment where everyone can be their authentic selves. We pride ourselves in our talented team, award-winning service, and our dedication to making mobility smarter, greener, and better for everyone.

Within our Consumer division, our teams collaborate to make a real difference, whether that's resolving complaints, supporting vulnerable customers, or improving customer experience. Together we consistently deliver high-quality customer care aligned with FCA standards. But we don't settle for "good enough", our SLAs are designed to ensure we remain industry leaders, driving high satisfaction and engagement levels.

Every colleague is empowered to go the extra mile, and we are currently seeking a Customer Care Executive to join our Credit Control team.

Your Role

As a Customer Care Executive, your main objective will be to deliver outstanding customer experiences while managing interactions with empathy and professionalism.

This position is dynamic and primarily focused on phone-based customer service, with a wide range of responsibilities. You'll handle inbound calls, manage your own caseload, and make outbound calls to support customers in, or approaching, arrears on their vehicle lease agreements. Using your empathy, listening skills, and problem-solving mindset, you'll work with customers to understand their circumstances and offer suitable support options. You'll help assess affordability, discuss payment plans, manage early terminations, liaise with consumer credit counselling agencies, and keep customer accounts up to date in partnership with internal teams.

On top of the varied customer contact, you will have one day per week dedicated to administrative tasks, giving you a balanced workload and the opportunity to focus on other important duties. We also incorporate coaching and development time into your schedule, and through our MyGPS personal development framework, you'll have clear pathways to progress, whether that is becoming a Senior Executive, Team Leader, or moving into a specialist area.

If you are eager to grow, we are ready to invest in you. Our Consumer division encompasses various teams including complaints, vehicle end-of-life, dealership support, finance, quality assurance, and more, providing opportunities to explore and develop cross-functionally.

Our agile working model offers you the flexibility to balance your home and office life. Generally, our customer service colleagues will be required to spend 3 days a week in the office.

What You’ll Bring

• Experience in arrears management or collections (customer service or charity sector experience also welcome).
• Ideally, strong knowledge of FCA regulatory requirements.
• Exceptional customer service and communication skills.
• High levels of empathy and the ability to ask the right questions to understand customer needs.
• Calmness and resilience when handling challenging conversations.
• Problem-solving mindset with a drive to find the right outcome.
• Strong organisational skills and the ability to manage your time effectively.

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: Powered by six colleague-led diversity groups, we’re committed to creating an outstanding employee experience for everyone.
• A place to grow: with clear pathways through our MyGPS personal development framework

What’s In It for You?

• Competitive Salary: Starting from £26,779.35
• Great Benefits: Enjoy 24 days of annual leave plus your birthday off, Critical Illness Cover, Dental and Health Cash Plans, Funded HRT Treatment, Tech Scheme, Car Sacrifice Scheme, Cycle to Work Scheme, Season Ticket Loans, breakdown cover and more
• Career Development: Access to our MyGPS personal development framework ensures structured growth opportunities.
• Inclusive Culture: Join a workplace committed to diversity and inclusion, supported by colleague-led networks.
• Work-Life Balance: Hybrid working options, Onsite GP offering virtual, telephone, and in person services & Employee Assistance Programme, Mental Health First Aiders and sports and social clubs
• Outstanding Facilities: Free onsite parking and first-class amenities.

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.