AddressZenith 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 for a customer-focused individual to join our Corporate Rental Division as aCustomer Service Executive.
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.
What is the Business impact of the role?
We pride ourselves on delivering industry leading Customer Service, our busy Rental Customer Service team deliver excellent service to our customers, who rely on us to provide expert advice in a timely manner. As a Customer Service Executive you will be the first point of contact for all rental queries and will work closely with our rental supplier network to ensure orders are fulfilled.
Responsibilities
- Provide customer support via phone and email, responding to queries and delivering excellent Customer Service
- Record aborted deliveries and collections onto the system and resolve any associated problems within 48hrs.
- Work with the supplier network to fulfil declined reservations and recorded availability issues correctly.
- Actively liaise with internal departments to resolve complaints.
- Build and maintain strong relationships with our suppliers and customers.
- Maintain a full understanding and knowledge of all customers, to ensure compliance with client specific SLAs/KPIs and requirements are adhered.
- Handle all calls into the Customer Services Team in a professional manner; kept abandoned calls and customer waiting times to a minimum to ensured response times follow SLAs.
- Ensure all reliant IDV and security checks are completed prior to disclosing personal information to our customer and suppliers.
- Attend and participate in team meetings and keeping up to date with department progress, new projects and any other relevant information.
- Handle ad hoc requests from internal and external customers and the Rental Management Team.
- Ensure all relevant admin tasks are completed daily.
Key Dimensions of the role
- 70% of the day will be on the phone and you will be answer up to 50 calls per day
- Working on multiple systems.
- Liaising with external customers & suppliers also Customer Relationship Managers/Account Managers internally at Zenith
- Managing Mileage/Service and Changeover requests.
- Uploading & checking P11D data daily.
- Creating and Closing Customer Services complaint records daily
What are we looking for?
- Strong communication skills, able to work effectively on the telephone
- Ability to use different systems, feels comfortable and confident finding their way around a bespoke system
- Ability to multi-task – can hold telephone conversations whilst making notes on a system and accessing different data points.
- Accurate and concise when updating customers, suppliers and the internal database. Ability to write friendly emails that contain all the information required as briefly as possible.
- Ability to multitask and manage independent workload.
- Strong Customer Service ethic will ensure I am easy to do business with and have the customer at the heart of all that we do
- Great communicator who delivers messages with clarity and impact.
- Adaptable to change and willing to learn new skills.
- Enthusiastic & Self-motivated
- Able to remain calm in high pressure situations.
Reward
- Basic salary £25,200
- Company Bonus
- AA Breakdown cover
- Private Medical Cover
- Life Insurance & Critical illness
- Access to on site GP & Free Massages
- + 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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