About us

Zenith is an award winning, market leader in the fleet industry with an exciting and dynamic customer portfolio. We are the UK's leading independent vehicle leasing, outsourcing and fleet management provider and have been providing the UK with intelligent vehicle solutions for over 30 years.

We have an exciting opportunity for a Complaints Handler to join the Customer Experience team to help improve the quality of our customer service by effective complaints management, root cause identification and quality assurance.

Role Responsibilities

• Acknowledge complaints promptly, maintain clear and frequent communication with the customer managing through to resolution
• Identify root cause analysis and cost exposure highlighting areas in need of training and process improvement
• Complete evaluations for those in the Customer Services team; including customer deep dives to monitor performance against set benchmarks
• Work collaboratively with the Customer Service department to highlight areas of training, development, and process improvement
• Manage all non-regulated material complaints, ensuring complaints are managed in line with the complaints policy, within SLA and compliance guidelines
• Analyse complaints and goodwill data to highlight training needs and process improvements, working with the CSMs, Customer Experience Team and Lean Project Team to implement changes
• Highlighting areas of non-compliance and actively working with the CSMs to improve these areas
• To escalate issues, difficulties, and opportunities to the QA & Complaints Team Leader promptly and appropriately
• Ensure that all own internal and external business dealings meet the highest ethical and regulatory standards and legal requirements

Skills & Experience

• 1/2 years' experience in a similar complaints handling/customer experience role
• High level of internal & external customer service and communication skills, written and verbal
• Good Microsoft Office skills
• Ability to prepare and analyse data, identify key trends and offer ideas for improvement
• Ability to work under pressure/multi-task
• Exceptional listening and analytical skills
• High level of attention to detail

Benefits

• Salary between £23,000 and £24,500 per annum
• Agile working
• Company/Team activities
• Onsite bistro
• Free parking
• Onsite GP & Masseuse
• Equality, Diversity & Inclusion networks
• 24 days annual leave & 1 day birthday leave
• Gym membership discount
• Breakdown cover
• Employee Assistance Programme

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.