Complaints Handler

Are you a complaints specialist, or perhaps you have experience of managing complaints as part of your role? If so, we have an exciting opportunity for an empathetic Complaints Handler to join the Customer Experience team at Zenith!

You'll have the chance to make a real impact by improving the quality of our customer service. You'll be responsible for managing complaints made to our corporate customer service teams, using your expertise in complaints management, root cause identification, and quality assurance. By providing exceptional support and bringing a positive outcome to every interaction, you'll play a crucial role in changing the customer experience for our drivers. Your commitment to making our customers feel valued throughout the complaint process and taking full ownership of their queries until resolution will set you apart.

This is an excellent opportunity to become an expert in our complaints procedure for both regulated and non-regulated schemes. Additionally, you'll have the chance to highlight key trends and provide valuable insights to help us continually improve our services. Join us and become an integral part of our team and make a real difference!

Why Zenith?

Zenith is the UKs leading independent vehicle leasing business and we are growing FAST! We've been awarded 'Large Business of the Year' at the Yorkshire Post's 2022 Excellence in Business Awards and we're really proud of how far we've come. 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.

So, what will you be doing?

• You'll be the go-to person for managing complaint escalations, ensuring our customers receive the best resolution possible
• Maintain clear and frequent communication with customers, handling complaints with care and seeing them through to a satisfactory resolution.
• Uncover the root causes of complaints and customer issues, identifying areas for improvement in training and processes
• Act as a catalyst for change by identifying themes and driving process improvements through innovative root cause analysis
• Conduct comprehensive evaluations for the Customer Services team, providing valuable insights to enhance performance against benchmarks.
• Collaborate closely with the dynamic Customer Service department to ensure high standards of service and customer satisfaction
• Promptly escalate any issues, difficulties, or opportunities to the QA & Complaints Team Leader, ensuring that potential problems are addressed swiftly and effectively

About You

We're looking for someone who loves helping others and has a knack for turning complaints into positive experiences. If you have previous experience in a similar role, that's a plus! We value excellent customer service and believe that good communication is the key to success. So, if you're a pro at written and verbal communication, we want to hear from you. Strong Microsoft Office skills are essential, and if you can prepare and analyse data, identify trends, and offer ideas for improvement, even better! We know that handling complaints can be challenging, but if you thrive under pressure and can multitask like a pro, you'll fit right in. Attention to detail is crucial, and exceptional listening and analytical skills are a must.

The good stuff…benefits!

• Salary up to £24,000
• Company Bonus on top of salary
• 24 days holiday, which increases with length of employment
• Your birthday off!
• A great pension contribution by Zenith (6.25%)
• Private Medical Insurance as standard
• Life Cover
• Access to our own Zenith GP – on site and virtual for self and immediate family
• Massages on site
• Zenith AA breakdown cover
• Excellent referral scheme if you recommend a friend to us

Flexible Benefits include

• Buy / Sell Holidays
• Critical Illness cover
• Dental Cover
• Cash Plan
• Cycle to Work Scheme
• Tech scheme

So, if you want to be part of a great team, in a busy, profitable, growing company, then what are you waiting for? We can't wait to hear from you!

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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