Customer Care Team Leader

About Us

For more than 30 years, Zenith has been shaping the future of sustainable vehicle solutions. As the UK's largest independent vehicle solutions provider, we value inclusion, individuality and diverse perspectives. We're proud of our award‑winning service and our commitment to making mobility smarter, greener and better for everyone.

Within our regulated Consumer division - which includes our digital personal contract hire brand Zen Auto and our expanding White Label B2B2C partnerships, we focus on delivering consistently positive experiences for customers. Our teams support more than 50,000 customers, offering guidance, empathy and clear communication, whether that's resolving concerns, supporting vulnerable customers or improving the customer journey.

We're looking for a Customer Care Team Leader to join our Credit Control team, who support customers who are in, or approaching, arrears on their vehicle lease agreements.

Every interaction your team has can make a meaningful difference to customers who may be facing financial pressure or uncertainty. By leading with clarity, compassion and fairness, you help ensure customers receive the support they need at the moment they need it most - while enabling your team to grow, succeed and deliver their best work.

• Support your team to deliver good outcomes in line with Consumer Duty, with a strong focus on first‑point‑of‑contact resolution.
• Ensure SLAs and KPIs are met across QA, cases, complaints, risk actions and query resolution.
• Keep colleagues engaged, motivated and performing at their best.
• Lead by example, demonstrating excellent customer service and Zenith values.
• Take ownership of escalated queries, resolving them clearly and promptly.

• Hold regular 1–2–1s, setting objectives and supporting development and career pathways.
• Run huddles and team meetings to review performance and celebrate wins.
• Provide day‑to‑day coaching, including in‑the‑moment feedback and call listening.
• Lead onboarding, training and skills development for new and existing team members.
• Support wellbeing conversations and build succession plans.

• Lead the full recruitment process, from assessment centres to onboarding.
• Manage HR processes including return‑to‑work meetings, absence, disciplinaries, flexible working and reasonable adjustments.
• Oversee resource planning, workload allocation and team productivity.

• Manage workloads to maintain high service standards, using data and insights to drive improvements.
• Keep procedures up to date and identify opportunities to simplify or enhance processes.
• Monitor SLAs across channels, identify risks early and take action.
• Oversee key controls, regulatory compliance and timely remediation of issues identified through QA or journey testing.

• Work closely with Consumer division colleagues and wider business teams to support customer outcomes.
• Build strong stakeholder relationships and reduce key‑person dependencies.
• Lead or support operational meetings, sharing updates on performance and escalations.
• Provide management information and insights when needed.

As a people manager, office presence will be important, and the expectation is that the Team Leader will work from our Leeds office on a regular basis.

You’ll thrive in this role if you enjoy supporting people, improving processes and creating an environment where your team, and our customers, feel heard, informed and supported. We're looking for someone who brings:

• Experience in an FCA‑regulated environment and understanding of Consumer Duty.
• Confidence using data to guide decisions (Excel skills a bonus).
• Strong communication skills and the ability to build positive relationships.
• A people‑focused approach, with experience coaching, motivating and developing others.

• Clear, calm decision‑making and the ability to support colleagues through challenges.
• A commitment to creating a positive, engaged and…