Customer Services Executive

Are you someone who enjoys solving problems, communicates clearly, and takes pride in supporting customers? Are you looking for a role where doing the right thing matters, your development is encouraged, and your work has a real impact? If so, the Customer Services Executive opportunity at Zenith could be the perfect next step in your career journey!

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 work as a trusted partner to major automotive brands and financial institutions. Our Customer Services team plays an essential role in providing fair, consistent and supportive interactions within an FCA‑regulated environment, where doing the right thing isn't just required - it's who we are.

We work closely with our long-standing corporate partners to ensure positive outcomes for every customer, especially for vulnerable customers who need us most. Throughout a customer's vehicle journey - from their first enquiry and new vehicle order through to servicing, renewals and repairs - we are there to provide clear guidance, timely updates and reassurance.

We're looking for people who bring attention to detail, empathy, and the confidence to communicate clearly and simply. If you can follow structured frameworks, apply risk and escalation protocols, produce accurate case notes, and explain complex information in a human way, you already have the foundations to thrive with us.

You’ll provide exceptional customer service throughout the duration of a customer's vehicle contract - from the point of delivery to collection. You will manage all customer interactions with professionalism, empathy, and efficiency, ensuring every query is handled with care, and contributes to building strong, long‑term relationships. Your day‑to‑day responsibilities will include:

• Providing support via phone and email; responding to queries and delivering excellent customer service within SLAs.
• Logging calls and emails as cases and follow‑up on associated tasks through to conclusion.
• Offering updates throughout the Fulfilment process (pre‑delivery) and the In‑Life process (post‑delivery).
• Processing order amendments, contract modifications and amendments.
• Handling a wide variety of queries such as order updates, order bank management, MOT and service queries and fine queries.
• Managing administrative tasks such as uninsured vehicles, cherished plate requests, overseas travel requests.
• Supporting customers through the renewals process, taking a leading role with the day‑to‑day management of renewals.
• Working collaboratively with internal teams to resolve complaints and customer queries.
• Responding to complaints via email, telephone and Trust Pilot always adhering to our internal complaints handling procedure.

This is a hybrid role, with team members typically spending three days a week in our Leeds Kirkstall Forge office.

We welcome people from varied customer‑facing backgrounds who are comfortable working within structured processes and regulated environments. You'll bring:

• Strong attention to detail
• Clear communication, with the ability to explain rules, contracts and processes simply
• Experience following processes, frameworks or guidelines.
• The ability to understand diverse customer needs, understanding vulnerabilities and displaying empathy
• A commitment to achieving high‑quality service outcomes.
• Good written communication and accurate case note recording.
• A calm, solutions‑focused approach when challenges arise.

• Integrity & Fairness
• Customer Centricity & Empathy
• Diligence & Attention to Detail
• Accountability
• Respect & Professionalism
• Transparency
• Courage to Speak Up
• Adaptability & a Learning Mindset
• Collaboration
• Continuous Improvement

We're committed to supporting your development from day one through:

• Structured onboarding to…