At a Glance
- Tasks: Deliver exceptional customer service and manage interactions with empathy and professionalism.
- Company: Join Zenith, the UK's largest independent vehicle solutions provider with a commitment to sustainability.
- Benefits: Enjoy competitive salary, 24 days annual leave, and great health benefits.
- Other info: Flexible hybrid working model and clear pathways for career development.
- Why this job: Make a real difference in customer experiences while growing your career in a supportive environment.
- Qualifications: Experience in customer service or arrears management, with strong communication and problem-solving skills.
The predicted salary is between 26912 - 32892 £ per year.
Are you passionate about delivering exceptional customer service? Looking for a role that offers real variety, clear opportunities for development, and a workplace where your growth truly matters? If so, Zenith could be the perfect next step in your career!
For over 30 years, Zenith has been at the forefront of sustainable vehicle solutions and is now the UK's largest independent vehicle solutions provider. We are committed to inclusion, kindness, and valuing unique perspectives, fostering an environment where everyone can be their authentic selves. We pride ourselves in our talented team, award-winning service, and our dedication to making mobility smarter, greener, and better for everyone.
Within our Consumer division, our teams collaborate to make a real difference, whether that's resolving complaints, supporting vulnerable customers, or improving customer experience. Together we consistently deliver high-quality customer care aligned with FCA standards. But we don't settle for "good enough", our SLAs are designed to ensure we remain industry leaders, driving high satisfaction and engagement levels.
Every colleague is empowered to go the extra mile, and we are currently seeking a Customer Care Executive to join our Credit Control team.
Your Role
As a Customer Care Executive, your main objective will be to deliver outstanding customer experiences while managing interactions with empathy and professionalism. This position is dynamic and primarily focused on phone-based customer service, with a wide range of responsibilities. You'll handle inbound calls, manage your own caseload, and make outbound calls to support customers in, or approaching, arrears on their vehicle lease agreements. Using your empathy, listening skills, and problem-solving mindset, you'll work with customers to understand their circumstances and offer suitable support options. You'll help assess affordability, discuss payment plans, manage early terminations, liaise with consumer credit counselling agencies, and keep customer accounts up to date in partnership with internal teams.
On top of the varied customer contact, you will have one day per week dedicated to administrative tasks, giving you a balanced workload and the opportunity to focus on other important duties. We also incorporate coaching and development time into your schedule, and through our MyGPS personal development framework, you'll have clear pathways to progress, whether that is becoming a Senior Executive, Team Leader, or moving into a specialist area. If you are eager to grow, we are ready to invest in you. Our Consumer division encompasses various teams including complaints, vehicle end-of-life, dealership support, finance, quality assurance, and more, providing opportunities to explore and develop cross-functionally.
Our agile working model offers you the flexibility to balance your home and office life. Generally, our customer service colleagues will be required to spend 3 days a week in the office.
What You’ll Bring
- Experience in arrears management or collections (customer service or charity sector experience also welcome).
- Ideally, strong knowledge of FCA regulatory requirements.
- Exceptional customer service and communication skills.
- High levels of empathy and the ability to ask the right questions to understand customer needs.
- Calmness and resilience when handling challenging conversations.
- Problem-solving mindset with a drive to find the right outcome.
- Strong organisational skills and the ability to manage your time effectively.
Why Choose Zenith?
- 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: Powered by six colleague-led diversity groups, we’re committed to creating an outstanding employee experience for everyone.
- A place to grow: with clear pathways through our MyGPS personal development framework.
What’s In It for You?
- Competitive Salary: Starting from £26,779.35.
- Great Benefits: Enjoy 24 days of annual leave plus your birthday off, Critical Illness Cover, Dental and Health Cash Plans, Funded HRT Treatment, Tech Scheme, Car Sacrifice Scheme, Cycle to Work Scheme, Season Ticket Loans, breakdown cover and more.
- Career Development: Access to our MyGPS personal development framework ensures structured growth opportunities.
- Inclusive Culture: Join a workplace committed to diversity and inclusion, supported by colleague-led networks.
- Work-Life Balance: Hybrid working options, Onsite GP offering virtual, telephone, and in person services & Employee Assistance Programme, Mental Health First Aiders and sports and social clubs.
- Outstanding Facilities: Free onsite parking and first-class amenities.
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.
Customer Care Executive in London employer: Zenith Group
Zenith Group is an exceptional employer that prioritises operational excellence and employee development within a collaborative work culture. With a focus on delivering high-quality HR services, employees benefit from robust growth opportunities and the chance to make a meaningful impact in a large organisation. Located in a dynamic environment, Zenith Group fosters strong partnerships and encourages innovative thinking, making it an ideal place for those looking to advance their careers in HR.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Care Executive in London
✨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 Customer Care Executive in London
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.
