At a Glance
- Tasks: Investigate and resolve customer complaints with clarity and care.
- Company: Join Zenith, the UK's largest independent vehicle solutions provider.
- Benefits: Competitive salary, 24 days leave, wellbeing support, and career development.
- Other info: Inclusive culture with opportunities for personal growth and development.
- Why this job: Make a real difference in customer experiences while working in a supportive environment.
- Qualifications: Experience in complaints handling and strong communication skills required.
The predicted salary is between 26215 - 26215 £ per year.
Are you someone who's committed to creating fair, positive customer experiences?
Do you enjoy getting to the heart of issues, resolving concerns with clarity, and improving processes so customers benefit?
If so, you'll feel right at home at Zenith.
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 partner with major automotive brands and financial institutions to deliver clear, consistent and responsible customer experiences.
This includes our digital personal contract hire brand, Zen Auto, as well as our expanding White Label B2B2C partnerships.
Our Consumer Customer Services team plays a vital role in ensuring fair and transparent interactions within an FCA-regulated environment - where doing the right thing isn't just a requirement, it's who we are.
We're now looking for Complaints Administrator for a 3 month Fixed Term basis.
In this role, you'll work across a varied portfolio, ranging from manufacturer queries to regulated process concerns, financial complaints (including personal contract hire calculations and commission disclosures) and operational issues.
It's a strong opportunity for anyone coming from a banking environment who wants a broader, more varied landscape of casework.
Success here calls for curiosity, clear thinking and the confidence to explain complex regulatory information in a way customers can easily understand.
What you'll be doing
You’ll investigate and resolve customer complaints that need handling beyond first point of contact.
You’ll work with care, consistency and attention to detail to ensure every customer receives a fair, timely and well‑communicated outcome.
Responsibilities
- Managing a personal caseload, ensuring all complaints are addressed within agreed timescales.
- Taking ownership of the end‑to‑end complaints process; from initial contact to final response, ensuring all actions align with FCA requirements.
- Carrying out clear, well‑structured investigations and communicating outcomes in a transparent and accessible way.
- Using strong written and verbal communication to support customers and remove obstacles to resolution.
- Handling complex or sensitive issues calmly and constructively.
- Accurately documenting every interaction and update in the complaint record.
- Identifying trends and root causes and feeding insights into the business to support continuous improvement.
- Contributing to calibration sessions and sharing learning with colleagues.
- Working across multiple systems to gather information and manage cases.
- Building effective working relationships with internal teams and external stakeholders.
- Supporting colleagues by sharing knowledge and assisting with queries during busy periods.
- What you'll bring
We're looking for someone who is consistent, thoughtful and confident in handling customer conversations.
You will be someone who listens carefully, communicates clearly and approaches each case with professionalism and fairness.
Essential skills and experience
- Previous complaints handling experience within a regulated environment.
- Strong communication skills and the ability to tailor your approach based on the situation.
- Comfortable navigating multiple systems and learning new tools.
- Ability to multi‑task, take accurate notes and work efficiently under time pressure.
- Clear, concise written communication with a focus on accuracy and transparency.
- Well‑organised, consistent and comfortable prioritising a changing workload.
- Composed and resilient when managing higher‑pressure or emotionally challenging situations.
- A genuine commitment to delivering fair and positive outcomes for customers.
Why Choose Zenith?
We're proud to be
- Award-winning - Leasing Company of the Year (Fleet News 2023) Large Business of the Year Award (Yorkshire Post Excellence in Business Awards), winners of the Diversity and Inclusion Award (Yorkshire Post Excellence in Business Awards), and winners of the Wellbeing Award (Fleet News 2025).
- 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.
- Committed to Innovation: With a thriving fleet of 169,910 vehicles and consistent revenue growth, we’re at the forefront of industry transformation.
- Inclusive - Integrity, clarity and collaboration sit at the heart of how we work.
Our teams champion fair customer outcomes, protect vulnerable customers and maintain the high standards expected by our partners.
With six colleague‑led diversity groups, we’re continually investing in an environment where everyone can thrive.
- A place to grow - From regular FCA‑related training and tailored workshops to ongoing coaching from our People Leads, we focus on individual learning styles and clear progression routes through our My GPS development framework.
- Reward
- 24 days' annual leave plus birthday leave
- 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
- Free onsite parking
- Inclusive culture with colleague-led equality networks
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.
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Complaints Administrator 3 month FTC in Leeds employer: Zenith Group
Zenith Group is an excellent employer, offering HGV Mobile Service Technicians a dynamic work environment that prioritises reliability and excellence. With competitive pay, generous overtime opportunities, and a strong focus on professional development, employees can thrive in their careers while enjoying the benefits of working across diverse locations in the UK.
StudySmarter Expert Advice🤫
We think this is how you could land Complaints Administrator 3 month FTC in Leeds
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like Zenith Group.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like Zenith Group. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Complaints Administrator 3 month FTC in Leeds
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Zenith Group.
How to prepare for a job interview at Zenith Group
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Zenith Group's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Zenith Group offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
