Coaching Lead

Zenith is the UK's leading independent leasing, fleet management and vehicle outsourcing business. An innovative total mobility provider, we offer a unique proposition for car, van and HGV operators in the UK. For over 25 years we've been providing outsourced end-to-end vehicle management solutions for mid to large corporates nationwide & our tailored solutions allow us to provide industry-leading customer service.

We have an opportunity to join our Corporate Customer Service division as a Coaching Lead, responsible for coaching, training & developing colleagues who are customer facing across the Customer Services Department.

Why Zenith?

Headquartered in Leeds, our 1,350 employees manage around 170,000 vehicles. Our operations span the breadth of the automotive market with commercial vehicles, corporate fleets and consumer leasing. We pride ourselves on working in an industry-leading business, ensuring that our employee experience is a priority and striving to provide customers with the best of the best. In 2023 we were delighted to be named Leasing Company of the Year (more than 20,000 vehicles) by leading industry publication Fleet News and recently were selected as winners of the Diversity and Inclusion section of the Yorkshire Post Excellence in Business Awards.

The role

Here at Zenith we pride ourselves on delivering industry leading customer service, to ensure we are continuously raising the bar our we support our customer facing colleagues with ongoing coaching, training & development. As a Coaching Lead you will be responsible for facilitating training & creating a supportive environment for colleagues to learn, develop & progress. You will contribute to improving the standards of Customer Service delivery and identify opportunities to support continuous development across the Customer Services department.

Responsibilities

• Coach and develop colleagues in the Customer Hubs on multiple systems and processes, encouraging a culture of continuous learning and development.
• Deliver new starter academy training and coaching to ensure we have successful onboarding for new colleagues.
• Deliver ongoing training and coaching to upskill and cross-skill colleagues in the Customer Hubs in topics including:
  • Product knowledge
  • Customer knowledge
  • Process knowledge
  • Soft skills
  • Written skills
  • Organisational skills
  • Resilience training
• Proactively seek opportunities to improve operational performance and the customer experience through implementing lean and customer centric processes and collaborate with relevant internal stakeholders to support delivery of great customers outcomes.
• Work closely with Customer Hub Leads to drive consistency, accuracy and excellence.
• Collaborate with the Customer Hub Leads to enable succession planning through identifying, nurturing and developing future talent.
• Support the implementation of new business to ensure a smooth onboarding of new customers.
• Support the introduction of changes in process, policy, product and ensure that communication and follow up is actioned promptly
• Future proof customer services by developing new skills eg digital skills, EV knowledge, sales through service skills etc
• Part of a friendly and engaging team focussed on driving excellence in how we deliver customer services.
• Ensure training and coaching delivery is inclusive
• Reduce risk through adherence to policy, legislative and compliance topics/requirements and ensure colleagues are fully trained and competent in compliance topics.
• Support 3rd party providers, ensuring they are fully trained to deliver excellent service to our customers.

Essential Skills & experience

• Ideally prior experience in a similar coaching/training/Learning & development role
• Experience in facilitating coaching/training sessions
• Experience in developing training plans/programmes
• Proven skills in relationship building & stakeholder management
• Proven experience in driving continuous improvement within customer service teams
• Strong customer service background and committed to delivering outstanding customer service
• Excellent communication skills both written & verbal
• Comfortable using multiple systems and confident in becoming proficient quickly when using a bespoke system
• Highly organised with the ability to forward plan
• Excellent people management, engagement & motivational skills
• Ability to adapt training style to support individual colleagues learning styles

Reward

• Basic salary from £30,000
• Company Bonus
• Private Medical cover
• 6.25% employer pension contribution
• AA Breakdown cover
• Life Insurance & Critical illness cover
• 24 days annual leave (plus your birthday off and the Option to buy and sell up to 5 days leave)
• On site GP & Masseuse
• Plus many more

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.

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