At Zenith, we've been leading the transition to sustainable vehicle solutions for over 30 years. As the UK's largest independent vehicle solutions provider, we're proud of our people, our award-winning service and our bold ambitions to make mobility smarter, greener, and better for everyone, and we're now looking for an Customer Care Executive to join our Credit Control team.

The Consumer function deliver an innovative digital car leasing experience. We support customers from initial enquiry and new vehicle orders through to servicing and repairs. Our industry-leading digital brand, Zen Auto, along with our expanding White Label solutions empower partners to offer branded leasing options to their own 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:

• Handle 2,700 customer calls with professionalism and a customer-first mindset
• Support 400 customers in financial difficulty with tailored payment plans
• Resolve 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 SLA's 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 makes a difference for our customers- this is the place for you!

What you'll be doing

As a Customer Care Executive within our Credit Control team, you'll provide good outcomes to customers who are in or approaching arrears on their lease agreement. You will 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 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.
• 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 the 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 my time.

Why Choose Zenith?

At Zenith, we've been transforming fleet mobility for over 35 years. 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) and winners of the Diversity and Inclusion Award (Yorkshire Post Excellence in Business Awards).
• 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 Culture: 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?

• Salary from £25,892
• 24 days annual leave & 1 day for your birthday, with the option to buy more
• Private Medical insurance, Life Insurance, Critical Illness Cover, Dental and Health Cash Plans, Funded HRT Treatment, and more.
• Tech Scheme, Car Sacrifice Scheme, Cycle to Work Scheme, Season Ticket Loans, breakdown cover
• Development opportunities with access to our MyGPS personal development framework.
• Perks at Work – save money on everyday essentials with access to a shopping discounts site
• Onsite GP & Masseuse, Employee Assistance Programme, Pensions advice, Funded HRT Treatment, and Mental Health First Aiders
• Sports and social clubs, company activities, and team events.
• Inclusive culture with colleague-led equality networks
• Free onsite parking and hybrid working options

Sound Like the Right Opportunity for You? Apply Now!

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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