Customer Service Team Leader

As the UK's largest independent vehicle solutions provider, Zenith is leading the way in driving the transition to sustainable vehicle solutions and shaping the future of leasing. We are committed to our People Promise, investing in our teams, systems, and culture to create an inclusive environment where everyone can thrive and succeed.

The Consumer function brings together our industry-leading digital leasing brand 'Zen Auto' with our growing White Label solution offering innovative support to our partners to leverage their own brand to provide PCH and BCH vehicle leasing options to their customers. At the heart of our Consumer Customer Services function is a commitment to delivering outstanding customer experiences with empathy, care and expertise. We empower our teams to go above and beyond, ensuring positive outcomes for over 50,000+ customers.

This function includes Customer Service, Credit Control & Complaints - working together to make a real difference. Every week, the function:

• Handles 2,700 customer calls with professionalism and a customer-first mindset
• Supports 400 customers in financial difficulty with tailored payment plans
• Resolves 40 complaints, identifying key trends to enhance the customer journey

Our teams work collaboratively to consistently achieve high standards of customer care, measured against the FCA framework. But we don’t stop there. Our internal SLAs are set to ensure we strive to be best in industry, driving high levels of customer satisfaction and employee engagement.

If you’re passionate about customer service, thrive in a fast-paced environment and want to be part of a team that truly cares and makes a difference for our customers - this is the place for you!

We are looking for a Customer Service Team Leader to join our White Label division, with responsibility for delivering industry leading customer service to our white label customers, partners, and dealers through a team of customer service executives.

Responsibilities

• Oversee the delivery of a high quality of service to our white label customers (both internal and external), partners and dealers.
• Manage team of Customer Service Administrators. Hold regular 1-2-1s and personal development conversations with direct reports, setting clear objectives and managing performance.
• Provide training, coaching, and development for your team to deliver great customer outcomes.
• Closely monitor performance vs SLA across multiple channels. Identify gaps and create & implement process improvements.
• Take ownership of escalated queries, using active listening, demonstrating empathy and understanding.
• Actively work towards good customer outcomes, in line with the FCA's Consumer Duty standards.
• Manage complex issues using clear written and verbal communication, taking ownership, and removing barriers to service.
• Work collaboratively with peers and colleagues within the Consumer division to meet our objectives.
• Act upon risks identified through QA and journey testing, ensuring timely completion of remediation activities.
• Behave as a role model for excellent customer service and Zenith values, demonstrating and encouraging the use of our vision and values.

Essential Skills & Experience

• Outstanding communication skills.
• Approachable with the ability to coach and support team members.
• Professional manner - leads by example.
• Exceptional organisational skills, with ability to delegate.
• Excellent analytical skills.
• Good time management skills, with ability to influence team to meet deadlines/targets.
• Experience working to KPIs / SLAs and targets.

Behaviour & Leadership

• Authentic and engaging, able to create an environment of trust and empathy both in the team and with our customers.
• Focused on engagement, motivation and trust.
• Problem solving mindset, comfortable dealing with ambiguity, challenges, and issues.
• Organised, consistent and able to prioritise and manage time.
• Calm and resilient when dealing with the pressure of high volumes and volatile situations.

Other Key Aspects

Zenith is a relationship driven organisation and true engagement will require face to face meetings/calls or using Teams for 1-2-1s and continued coaching. As a people manager, office presence will be important and the expectation is that the Team Leader will work from the Leeds office on a regular basis.

Why Zenith?

At Zenith, we’re incredibly proud of what we’ve achieved over the past 35 years. We’ve been shaping the automotive industry with innovative solutions. Here’s why we’re a great place to work:

• 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.
• Award-Winning Business: Recognised as Leasing Company of the Year (Fleet News 2023), Large Business of the Year Award (Yorkshire Post Excellence in Business Awards) and winners of the Diversity and Inclusion Award (Yorkshire Post Excellence in Business Awards).
• Commitment to Innovation: With a thriving fleet of 169,910 vehicles and consistent revenue growth, we’re at the forefront of industry transformation.
• Inclusive Culture: Powered by six colleague-led diversity groups, we’re committed to creating an outstanding employee experience for everyone.

Reward

• Salary £30,000
• Company bonus
• 6.25% Pension scheme
• 24 days Annual leave + your birthday off
• AA breakdown cover
• Life assurance
• Private medical Insurance
• Critical illness cover
• Dental and health cash plans
• Company GP for self and family
• Other flexible benefits including the option to buy/sell holiday, Technology Scheme, Cycle to work scheme etc.

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.