Customer Service Manager

Zenith Vehicles; Leeds; Presencial; GBP 45.000 - 55.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Annual bonus

Company car/allowance

Onsite parking

Private Medical Insurance

Life Insurance

Wellbeing support

Descripción de la vacante

Zenith Group is seeking a Customer Services Manager to lead a 50-strong operational team across fleet customers. You’ll manage Team Leaders, drive service performance, and deliver sustainable, high-quality customer outcomes.

You’ll build strong relationships, implement improvements, and coach leaders to develop talent while ensuring safety, compliance and efficiency across maintenance coordination and supplier performance.

Formación

• Experience leading large, customer-focused operational teams.
• Ability to balance performance, quality, cost and customer outcomes.
• Proven track record of improving service, customer satisfaction and engagement.
• Strong communication and stakeholder management skills.
• Experience leading change and process improvements.
• Excellent planning, organisation and resource management.

Responsabilidades

• Lead delivery of customer services across a portfolio of fleet customers.
• Oversee maintenance coordination and supplier performance.
• Identify opportunities to improve efficiency and simplify processes.
• Manage resources and staff through Team Leaders to deliver high-quality service.
• Collaborate with Customer Relationship Managers to improve outcomes.
• Support change initiatives and new ways of working.

Conocimientos

Team leadership

Customer service

Performance data

Stakeholder management

Change management

Planning & organisation

Resource management

Collaboration

Communication

Strategic thinking

Descripción del empleo

At Zenith, we've been leading the transition to sustainable vehicle solutions for over 30 years. As the UK's largest independent vehicle solutions provider, we're proud of our people, our award-winning service, and our bold ambitions to make mobility smarter, greener, and better for everyone.

Our Commercial Division partners with some of the UK's most recognised fleet operators across LGVs, HGVs, LCVs and trailers. Every day, our operational teams coordinate thousands of maintenance activities, supplier interactions and customer requests to help keep vehicles compliant, available and on the road.

We're looking for a Customer Services Manager to lead a large, multi-layered operational team. Managing team of around 50 colleagues through Team Leaders, you'll play a key role in developing people, improving service performance and finding better ways of working.

If you enjoy leading teams, building strong relationships and making a positive difference for customers and colleagues, we'd love to hear from you!

What's the Role?

This is a role where you'll have the opportunity to make a real impact. Working through Team Leaders and specialist support teams, you'll lead the delivery of customer services across a portfolio of fleet customers, overseeing maintenance coordination, supplier performance and issue resolution. You'll ensure customers receive a consistent, high-quality service while identifying opportunities to improve efficiency, simplify processes and enhance the customer experience.

You’ll:

• Lead and support a large team, creating an environment where people feel valued, included and able to succeed.
• Help ensure customer fleets remain safe, compliant and available through effective service delivery.
• Monitor and improve service performance against agreed customer measures and business goals.
• Build strong relationships with customers and support the resolution of complex service issues when needed.
• Use customer feedback, operational data and team insight to identify opportunities for improvement.
• Work closely with Customer Relationship Managers and other stakeholders to improve customer outcomes.
• Support change initiatives and new ways of working that enhance the customer and colleague experience.
• Manage resources effectively to ensure services are delivered efficiently and sustainably.
• Develop leadership capability within your teams through coaching, feedback and support.
• Create a culture of collaboration, learning and continuous improvement.

What Can You Bring

We're looking for someone who has experience leading large, customer-focused operational teams in a complex service delivery environment.

You'll have:

• Experience leading large operational teams through Team Leaders or other people managers.
• Experience managing customer-facing service operations where performance, quality, cost and customer outcomes must be carefully balanced.
• A track record of improving service performance, customer satisfaction and colleague engagement.
• Strong customer relationship skills, with the ability to build trust, influence stakeholders and act as a senior escalation point when required.
• The ability to manage complex customer issues and service challenges, making balanced decisions that consider both customer needs and commercial outcomes.
• Strong communication and relationship-building skills.
• Confidence using performance data and operational insight to support decision-making.
• Experience leading change, improving processes or introducing new ways of working.
• Good planning, organisation and resource management skills.
• A collaborative approach and a genuine commitment to helping others succeed.

Experience within fleet management, leasing, mobility, vehicle maintenance, logistics, or a similarly complex operational environment would be beneficial.

Why Join us:

• Our customers trust us - partnering with some of the UK's largest and most recognisable brands.
• Our people stay with us - we've built a collaborative, supportive culture where people are empowered to make an impact.
• We're ambitious - backed by recent recapitalisation, major investment, a clear strategy for long-term growth and a thriving fleet of almost 170,000 vehicles.
• We're award-winning - including Leasing Company of the Year (Fleet News 2026), Large Business of the Year and Diversity & Inclusion Award winners at the Yorkshire Post Excellence in Business Awards, and Wellbeing Award winners at Fleet News 2025.
• We're leading the transition to sustainable mobility - with over 41% of our fleet now Battery Electric Vehicles and a long-standing commitment to sustainability.
• We're invested in your future - offering clear development opportunities, structured career pathways and the chance to build a long-term career with a market leader.

What's In It for You

• Salary up to £50,000
• Annual bonus
• Company car/car allowance
• 24 days annual leave & 1 day for your birthday plus bank holidays
• The option to buy or sell holidays (+5 or -3)
• Individual Private Medical Insurance
• 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.
• Agile working
• Free onsite parking
• Onsite bistro
• Inclusive culture with colleague-led equality networks
• Development opportunities with access to our MyGPS personal development framework.

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.

INDGEN