Customer Services Executive

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

Benefits offered by this job

24 days annual leave

Birthday off

Critical Illness Cover

Tech Scheme

Cycle to Work Scheme

Job summary

Zenith is seeking a Customer Services Executive in Leeds to deliver exceptional support across the vehicle journey, from delivery through collection, with empathy and professionalism. You’ll handle inquiries, updates, renewals and complaints while maintaining strong relationships with customers and partners.

The role is hybrid, requiring three days on-site at Leeds Kirkstall Forge, and offers structured onboarding in an FCA-regulated environment with ongoing training and development

Qualifications

• Strong attention to detail and accuracy while handling customer information.
• Clear communication to explain rules, contracts and processes simply.
• Experience following structured processes, frameworks or guidelines.
• Ability to understand diverse customer needs and show empathy in interactions.
• Commitment to achieving high-quality service outcomes.

Responsibilities

• Provide exceptional customer service via phone and email within SLAs.
• Log calls and emails as cases and follow through to conclusion.
• Process order amendments and contract modifications.
• Handle queries like order updates, MOT, service and fine queries.
• Manage administrative tasks such as uninsured vehicles and plate requests.
• Support customers through renewals and lead day-to-day renewals management.
• Collaborate with internal teams to resolve complaints and queries.
• Respond to complaints per internal procedures.

Skills

Attention to detail

Clear communication

Process adherence

Empathy

Job description

Are you someone who enjoys solving problems, communicates clearly, and takes pride in supporting customers? Are you looking for a role where doing the right thing matters, your development is encouraged, and your work has a real impact? If so, the Customer Services Executive opportunity at Zenith could be the perfect net step in your career journey!

About Us

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 work as a trusted partner to major automotive brands and financial institutions. Our Customer Services team plays an essential role in providing fair, consistent and supportive interactions within an FCA‑regulated environment, where doing the right thing isn't just required - it's who we are.

We work closely with our long-standing corporate partners to ensure positive outcomes for every customer, especially for vulnerable customers who need us most. Throughout a customer's vehicle journey - from their first enquiry and new vehicle order through to servicing, renewals and repairs - we are there to provide clear guidance, timely updates and reassurance.

We're looking for people who bring attention to detail, empathy, and the confidence to communicate clearly and simply. If you can follow structured frameworks, apply risk and escalation protocols, produce accurate case notes, and explain complex information in a human way, you already have the foundations to thrive with us.

What you'll be doing

You will provide exceptional customer service throughout the duration of a customer's vehicle contract - from the point of delivery to collection. You will manage all customer interactions with professionalism, empathy, and efficiency, ensuring every query is handled with care, and contributes to building strong, long-term relationships. Your day to day responsibilities will include:

• Providing support via phone and email; responding to queries and delivering excellent customer service within SLAs.
• Logging calls and emails as cases and follow-up on associated tasks through to conclusion.
• Processing order amendments, contract modifications and amendments.
• Handling a wide variety of queries such as order updates, order bank management, MOT and service queries and fine queries.
• Managing administrative tasks such as uninsured vehicles, cherished plate requests, overseas travel requests.
• Supporting customers through the renewals process, taking a leading role with the day-to-day management of renewals.
• Working collaboratively with internal teams to resolve complaints and customer queries.
• Responding to complaints via email, telephone and Trust Pilot always adhering to our internal complaints handling procedure.

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 welcome people from varied customer-facing backgrounds who are comfortable working within structured processes and regulated environments. You'll bring:

• Strong attention to detail
• Clear communication, with the ability to explain rules, contracts and processes simply
• Experience following processes, frameworks or guidelines.
• The ability to understand diverse customer needs, understanding vulnerabilities and displaying empathy
• A commitment to achieving high-quality service outcomes.
• Good written communication and accurate case note recording.
• A calm, solutions‑focused approach when challenges arise.

But beyond skills, our values define our success.

We champion:

• Integrity & Fairness
• Customer Centricity & Empathy
• Diligence & Attention to Detail
• Accountability
• Respect & Professionalism
• Transparency
• Courage to Speak Up
• Adaptability & a Learning Mindset
• Collaboration
• Continuous Improvement

Why Choose Zenith?

A Culture designed for growth

We're committed to supporting your development from day one through:

• Structured onboarding to build confidence in an FCA‑regulated environment.
• Regular regulated training.
• Tailored workshops covering both soft and technical skills.
• Ongoing coaching from our People Leads, adapting to your individual learning style.
• Agile updates to support new FCA requirements and partner needs.

Real career pathways

With customer service, credit control, complaint handling and more all within the division, you'll find opportunities to:

• Cross‑skill across teams
• Broaden your knowledge
• Explore specialist areas
• Build a long‑term career – including paths into leadership

A team you can feel proud of

Our culture is built on integrity, empathy and collaboration - where teams work collaboratively to deliver high‑quality outcomes, protect vulnerable customers and uphold the standards expected by our corporate partners.

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.

INDCS