Complaints Handler

Are you experienced in handling complaints through to resolution? Do you enjoy working in a fast-paced regulated environment? 

Zenith is the UK’s largest independent leasing, fleet management and vehicle outsourcing provider, we’ve been providing end-to-end vehicle management solutions for mid to large corporates nationwide for over 30 years. With ambitious growth plans, there’s never been a better time to join our journey!

WHATS THE ROLE?

You’ll based at our state-of-the-art Kirkstall Forge head office, conveniently located just 6 minutes away from Leeds city centre and joining a Complaints team who pride themselves on delivering industry leading customer service.

In the unfortunate event a customer does have a complaint we want to ensure we have a highly skilled, customer focused team members available to support them.

You will work through your own caseload of customer complaints, being responsible for the end -to-end complaint process, managing initial contact with customers, conducting complaint investigations and providing a resolution in line with FCA guidance.

You will take ownership for managing complex issues using clear written and verbal communication, making sure all complaints are handled promptly, professionally and in line with both business SLA's and regulatory guidance and timescales.

You will actively contribute to team calibration sessions, offering your opinion and best practices, whilst also supporting your colleagues in hitting team targets

This is a unique opportunity to also take the time to identify trends and get to the root cause of complaints to drive improvements across the business

WHY ZENITH?

This position comes with a competitive salary package along with a range of fantastic perks. From private healthcare post probation to a £1,900annual bonus, first-class onsite facilities, and free car parking, we've got you covered.

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.


• Career Development: Our MyGPS personal development framework empowers our people to grow, thrive, and shape their careers in a business built for the future.

WHAT YOU CAN OFFER

We’re looking for someone with previous experience in a Complaints handling role, ideally in an FCA Regulated environment. Someone who thrives in a dynamic and fast-paced environment. You will have:

• A strong customer service ethic, with excellent communication skills


• IT literate and comfortable using different systems


• Strong attention to detail and highly accurate


• The ability to write, friendly, informative but concise emails


• Ability to multi-task, hold telephone conversations, whilst making detailed notes

SALARY & BENEFITS 

• Salary up to £27.000 (depends on experience) & Annual bonus of £1,900 


• 24 days annual leave & 1 day birthday leave plus the option to buy more


• Private Medical Cover


• Life Insurance


• Breakdown cover


• Dental and Health cash plans


• Critical Illness cover


• Tech Scheme


• Car Sacrifice scheme


• Cycle to work scheme


• Season ticket loans


• Opportunities for professional development and career growth


• Perks at Work – save money on everyday essentials with access to a shopping discounts site


• Support for your wellbeing – we provide a range of tools and resources to support you to look after your own health, whether this be mental, physical, financial or social and help you get back on track.  This includes access to and onsite GP & Masseuse, Employee Assistance Programme, Pensions advice, Funded HRT Treatment, and Mental Health First Aiders


• Sports and Social club - Company/Team activities


• Agile working 


• Free parking


• Onsite bistro


• Equality, Diversity & Inclusion networks

SOUND LIKE THE RIGHT OPPORTUNITY FOR YOU? APPLY NOW! 

When you join Zenith, you’re becoming part of a team that’s driving innovation, sustainability, and success. We are 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 people who want to be part of a business that’s shaping the future of vehicle mobility, delivering for customers, and making a difference for the environment and society.