At a Glance
- Tasks: Investigate and resolve customer complaints with clarity and care.
- Company: 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: Join a sustainable leader and make a real difference in customer experiences.
- 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.
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.
- 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.
- INDCS
- #J-18808-Ljbffr
Complaints Administrator 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 in Leeds
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Zenith Group. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Zenith Group before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Complaints Administrator in Leeds
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Zenith Group:Your cover letter is your chance to shine! Tell us why you want to work at Zenith Group specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Zenith Group!
How to prepare for a job interview at Zenith Group
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
