Zenith is the UK's leading independent leasing, fleet management and vehicle outsourcing business and we are growing FAST!

Are you looking for a career with an employer who values their team? One who has a supportive network of colleagues? A company that's on an incredible journey?

One that's just been awarded 'Large Business of the Year' at the Yorkshire Post's 2022 Excellence in Business Awards? Then you're in the right place!

Are you ready for a break from the usual structure in Customer Services? Do you want to work with a team of coaching and training professionals, allowing you to focus on delivering the best quality of service for your clients?

Following a restructure and due to growth we are looking for a number of Customer Service Managers to work as Hub Leads in our pacey Customer Services Team.

Responsibilities

• Management of the team (up to 30) to ensure the successful delivery of a defined set of objectives.
• Delivery of customer service, retention, and growth outcomes for a group of customers.
• Leading the team to deliver excellent customer service.
• Creating a culture of continuous improvement, seeking out opportunities to improve services and drive efficiency.
• Support individuals in the team to achieve their potential and create succession planning within the team
• Ensure all driver and customer issues are resolved and corporate processes adhered to.
• Stakeholder management with external/customer key contacts and internal relationships

Customer & Commercial

• Delivery of great customer service, to support retention and growth of a group of customers.
• Act as a point of escalation for day-to-day issues. Take ownership of customer escalations to satisfactory outcome
• Identify and implement departmental strategies to improve quality of service, productivity and profitability.
• Assist with the on-boarding of new customers taking an active role in the implementation, support the implementation manager with any meetings, process confirmations and facilitate UAT and Live testing and sign off.
• Manage resource levels, performance, and workload allocation to meet contractual requirements of the customers.

People

• Lead a team of people responsible for a group of customers to deliver great service
• Conduct huddles and monthly team meetings focused on performance and deliverables.
• Celebrate achievements and recognise great performance
• Arrange 1:1's with the team, document objectives and measure against them.
• Conduct development conversations, mapping career progression in line within the competency framework.
• Work closely with the People and Coaching Manager to secure support with People and Coaching requirements

Leadership

• Act as a role model for excellent customer service and Zenith values, encouraging the use of vision and values in day-to-day language and behaviours within the team.
• Inspire the team to deliver great outcomes for customers.
• Effectively manage internal and external stakeholder relationships

• Competitive base salary - £34,000 - £42,000
• Car Allowance or company car
• Bonus
• Pension - 6.25% employer contribution if employee puts in (at least) 3%
• Death in service - 4 x basic salary
• Individual Private Medical Insurance
• Flexible benefits where employee can opt to pay for additional benefits such as PMI for family, dental, cycle to work scheme, etc
• Plus onsite massages, doctor on site every week
• Holidays - 24 days + 1 holiday for birthday; plus option to buy additional 5 days or sell 3 days

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.