Complaints Executive

Are you someone who's committed to creating fair, positive customer experiences? Do you enjoy getting to the heart of issues, resolving concerns with clarity, and improving processes so customers benefit? If so, you'll feel right at home at Zenith.

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 partner with major automotive brands and financial institutions to deliver clear, consistent and responsible customer experiences. This includes our digital personal contract hire brand, Zen Auto, as well as our expanding White Label B2B2C partnerships. Our Consumer Customer Services team plays a vital role in ensuring fair and transparent interactions within an FCA‑regulated environment - where doing the right thing isn't just a requirement, it's who we are.

We're now looking for Complaints Executives with experience managing complaints in an FCA‑regulated setting. In this role, you'll work across a varied portfolio, ranging from manufacturer queries to regulated process concerns, financial complaints (including personal contract hire calculations and commission disclosures) and operational issues. It's a strong opportunity for anyone coming from a banking environment who wants a broader, more varied landscape of casework.

Success here calls for curiosity, clear thinking and the confidence to explain complex regulatory information in a way customers can easily understand.

You’ll investigate and resolve customer complaints that need handling beyond first point of contact. You’ll work with care, consistency and attention to detail to ensure every customer receives a fair, timely and well‑communicated outcome.

• 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 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.

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

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.

• Previous complaints handling experience 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.

• 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…