Customer Success Specialist (Hybrid) – FCA-regulated

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

Benefits offered by this job

Hybrid working options

24 days annual leave + birthday off

Critical Illness Cover

Dental and Health Cash Plans

Funded HRT Treatment

Cycle to Work Scheme

Season Ticket Loans

Onsite GP and EAP

Job summary

Zenith Group is seeking a Customer Services Executive to deliver outstanding support from Leeds, navigating vehicle contracts and renewals with empathy and accuracy. You will log and manage cases, handle order changes, and respond to customers via phone and email, ensuring service levels are met and customer satisfaction is high.

The role offers hybrid working with three days per week in our Leeds Kirkstall Forge office, and a strong focus on risk-aware, structured processes within an

Qualifications

• Strong attention to detail and the ability to explain rules, contracts and processes simply.
• Experience following processes, frameworks or guidelines in regulated environments.
• Ability to understand diverse customer needs, including vulnerabilities, with empathy.

Responsibilities

• Provide support via phone and email; respond to queries within SLAs.
• Log calls and emails as cases and follow up tasks to conclusion.
• Process order amendments and contract modifications.
• Handle a wide range of queries including order updates and service requests.
• Manage administrative tasks such as uninsured vehicles and plate requests.
• Support customers through renewals and day-to-day management.

Skills

Attention to detail

Clear communication

Process adherence

Empathy

Problem solving

Job description

Zenith Group is seeking a Customer Services Executive to deliver outstanding support from Leeds, navigating vehicle contracts and renewals with empathy and accuracy. You will log and manage cases, handle order changes, and respond to customers via phone and email, ensuring service levels are met and customer satisfaction is high.

The role offers hybrid working with three days per week in our Leeds Kirkstall Forge office, and a strong focus on risk-aware, structured processes within an