Head of Customer Service

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.

Our Corporate division sits at the centre of this mission, supporting a fleet of circa 58,000 vehicles, and partnering with some of the UK's leading blue‑chip businesses to deliver premium in‑life services, tailored funding strategies, and end‑to‑end fleet operation support. We operate across vehicle funding, maintenance, accident management, consultancy, short‑term rental and fully outsourced fleet solutions. We're also a long‑established market leader in salary sacrifice schemes, running more than 140 programmes and enabling thousands of employees to access fully maintained and insured vehicles.

At the heart of this operation is our Corporate Customer Services function, ensuring customers and drivers experience a seamless, reliable service throughout the life of their contract.

We're looking for a Head of Customer Services to guide the strategic direction, growth and performance of our Corporate Customer Services function. This is a senior, high-impact role with significant scope - shaping the customer strategy, developing a high‑performing function, and ensuring we deliver service that is consistent, efficient and continually evolving.

You’ll sit on the corporate leadership team and own performance across 10 customer hubs, shaping service delivery, digital transformation, operational planning and customer experience design. You’ll build capability across all levels, set the vision for how we operate, create a clear and scalable service model, and ensure we deliver high‑quality, cost‑effective solutions that reflect the needs of our customers. You’ll also cultivate strong customer relationships and continually evolve our systems, processes and service standards to support our long‑term growth and strengthen our position as a trusted partner to major UK businesses.

This is a role with real breadth and influence - working with a diverse mix of stakeholders, from operational and technical leaders to corporate and executive teams to optimise service, risk, organisational design, margin and continuous improvement. You will be equally comfortable shaping long‑term strategy and being hands‑on in the operation.

It's an ideal opportunity to make a meaningful, long‑term impact within a business investing heavily in innovation, sustainability and colleague development. If you are motivated by improving customer outcomes, leading large teams through change and shaping a function with clear purpose, this role offers the platform to do just that.

• Own and deliver the customer services strategy for the Corporate division, setting clear objectives and service standards.
• Guide a team of c170 FTE across multiple hubs, shaping functional design, operational training, development and colleague experience across multiple disciplines.
• Lead digital and operational improvements—enhancing processes, systems, reporting and customer touchpoints to create efficient, intuitive experiences.
• Build strong working relationships with technology, finance, operations, marketing, new business and people teams to enable joined‑up customer delivery.
• Oversee capacity planning, forecasting and operational MI to optimise resources and ensure smooth service delivery.
• Manage a people budget of around £6m and ensure cost control, productivity optimisation and informed decision‑making.
• Define and maintain consistent customer contact strategies, channels and service levels.
• Lead risk identification and mitigation across operational, people, system and process requirements with strong governance.
• Play a key role in shaping our digital‑first target operating model, ensuring solutions empower colleagues and support long‑term growth.

• Senior leadership experience in automotive, leasing or fleet management.
• Experience leading large customer‑facing or operational teams in B2B or B2C environments.
• Proven experience…