Customer Care Executive

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. With ambitious growth plans and a £25 million, four-year transformation programme already underway, there's never been a more exciting time to join us. We're 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 consumer, SME and corporate 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 wants to make a difference for our customers - this is the place for you!

We are looking for a Customer Care Executive to join our Credit Control team. The team is responsible for providing good outcomes to customers who are in or approaching arrears on their lease agreement. The focus for the team is to have quality conversations with customers to understand their individual circumstances and offer appropriate support options. Responsibilities include:

• Providing customer support via phone and email; responding to queries and delivering excellent customer service within the appropriate SLAs.
• Contacting customers and collecting payments from customers regarding outstanding processing fees, rentals, initial payments, early termination fees and any end of lease fees.
• Identifying / working with vulnerable customers to support them through their difficulty in a respectful, thoughtful and professional manner.
• Discussing forbearance / payment plan options for customers experiencing financial difficulty.
• Working with customers to assess affordability of forbearance solutions through a formal assessment of customer income and expenses.
• Reviewing and challenging customers' income and expenditure to create solutions tailored to their needs and ensuring the best outcome is delivered for their individual situation.
• Referring customers to appropriate consumer credit counselling agencies when further support is required.
• Working with customers on the early termination of their contracts where appropriate – whilst ensuring customers are not left in a vulnerable position due to the return of their vehicle.
• Working with partner organisations where a repossession or recovery of vehicle is required.
• Logging, reporting and resolving customer complaints.
• Working closely with the Finance Support and Sales Ledger Teams to ensure customer account balances are up to date and reporting correctly.

What you'll bring:

• Outstanding customer service and communication skills.
• Strong personal empathy, able to listen to customers and ask probing questions to understand their individual circumstances and need.
• Calm and resilient when dealing with potentially challenging customer conversations.
• Problem-solving mindset, committed to finding a solution and comfortable dealing with ambiguity, challenges, and issues.
• Organised, consistent and able to prioritise and manage time.

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.
• 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 from £25,892
• Agile working
• 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.