Complaints Executive

Zenith Group; Leeds; Hybrid; GBP 24,000 - GBP 29,000; Full time

Job summary

A prominent vehicle solutions provider in the UK is seeking Complaints Executives to enhance customer experience and resolve complaints. In this role, you'll manage customer complaints from start to finish, ensuring compliance with FCA standards. Essential qualifications include previous experience in complaints handling, strong communication skills, and an ability to maintain professionalism under pressure. Join a supportive team dedicated to positive outcomes for all customers while enjoying comprehensive benefits like healthcare and development opportunities.

Benefits

Salary up to £29,000

24 days annual leave & 1 day for your birthday

Private Medical insurance

Onsite GP & Masseuse

Hybrid working options

Sports and social clubs

Qualifications

• Experience in complaints handling ideally within a regulated environment.
• Ability to tailor communication based on customer situations.
• Comfortable navigating multiple systems and learning new tools.

Responsibilities

• Manage a personal caseload of complaints within agreed timelines.
• Take ownership of the end-to-end complaints process.
• Conduct clear investigations and communicate findings.

Skills

Complaints handling experience

Strong communication skills

Multi-tasking ability

Clear written communication

Organizational skills

Resilience in pressure

Tools

Accelerate

Fleetware

Job description

Overview

Are you someone who cares about creating positive customer experiences and delivering fair outcomes? Do you enjoy resolving issues, understanding root causes, and making processes better for customers and colleagues? If so, Zenith would love to hear from you.

For more than 30 years, Zenith has been shaping the future of sustainable mobility. As the UK's largest independent vehicle solutions provider, we're committed to building an environment where everyone feels valued, included and supported to grow.

At the heart of our Consumer Customer Services function is a commitment to delivering outstanding customer experiences. Our teams collaborate to make a real difference, whether that's resolving complaints, supporting vulnerable customers, or improving customer experience. Together we consistently deliver high-quality customer care aligned with FCA standards. But we don't settle for “good enough”. Our SLAs are designed to ensure we remain industry leaders, driving high satisfaction and engagement levels.

We're now looking for Complaints Executives to join our friendly, supportive Consumer Complaints team on a 3‑month fixed term contract.

Responsibilities

• Managing a personal caseload, ensuring all complaints are addressed within agreed timescales.
• Taking ownership of the end‑to‑end complaints process; from initial contact to final response, ensuring all actions align with FCA requirements.
• Carrying out clear, well‑structured investigations and communicating outcomes in a transparent and accessible way.
• Using strong written and verbal communication to support customers and remove obstacles to resolution.
• Handling complex or sensitive issues calmly and constructively.
• Accurately documenting every interaction and update in the complaint record.
• Identifying trends and root causes and feeding insights into the business to support continuous improvement.
• Contributing to calibration sessions and sharing learning with colleagues.
• Working across multiple systems (e.g. Accelerate, Fleetware) to gather information and manage cases.
• Building effective working relationships with internal teams and external stakeholders.
• Supporting colleagues by sharing knowledge and assisting with queries during busy periods.

What you'll bring

We're looking for someone who is consistent, thoughtful and confident in handling customer conversations. You will be someone who listens carefully, communicates clearly and approaches each case with professionalism and fairness.

Essential skills and experience:

• Previous complaints handling experience, ideally within a regulated environment.
• Strong communication skills and the ability to tailor your approach based on the situation.
• Comfortable navigating multiple systems and learning new tools.
• Ability to multi‑task, take accurate notes and work efficiently under time pressure.
• Clear, concise written communication with a focus on accuracy and transparency.
• Well‑organised, consistent and comfortable prioritising a changing workload.
• Composed and resilient when managing higher‑pressure or emotionally challenging situations.
• A genuine commitment to delivering fair and positive outcomes for customers.

Why Choose Zenith?

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), winners of the Diversity and Inclusion Award (Yorkshire Post Excellence in Business Awards), and winners of the Wellbeing Award (Fleet News 2025).
• 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 up to £29, 000
• 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.

INDHIGH