Customer Care Executive

• Experience in arrears management or collections (customer service or charity sector experience also welcome).
• Ideally, strong knowledge of FCA regulatory requirements.
• Exceptional customer service and communication skills.
• High levels of empathy and the ability to ask the right questions to understand customer needs.
• Calmness and resilience when handling challenging conversations.
• Problem-solving mindset with a drive to find the right outcome.
• Strong organisational skills and the ability to manage your time effectively.

• Competitive Salary: Starting from £26,779.35
• Great Benefits: Enjoy 24 days of annual leave plus your birthday off, Critical Illness Cover, Dental and Health Cash Plans, Funded HRT Treatment, Tech Scheme, Car Sacrifice Scheme, Cycle to Work Scheme, Season Ticket Loans, breakdown cover and more
• Career Development: Access to our MyGPS personal development framework ensures structured growth opportunities.
• Inclusive Culture: Join a workplace committed to diversity and inclusion, supported by colleague-led networks.
• Work-Life Balance: Hybrid working options, Onsite GP offering virtual, telephone, and in person services & Employee Assistance Programme, Mental Health First Aiders and sports and social clubs
• Outstanding Facilities: Free onsite parking and first-class amenities.

Are you passionate about delivering exceptional customer service? Looking for a role that offers real variety, clear opportunities for development, and a workplace where your growth truly matters? If so, Zenith could be the perfect next step in your career!

Within our Consumer division, our teams collaborate to make a real difference, whether that's resolving complaints, supporting vulnerable customers, or improving customer experience. Together we consistently deliver high-quality customer care aligned with FCA standards. But we don't settle for "good enough", our SLAs are designed to ensure we remain industry leaders, driving high satisfaction and engagement levels.

Every colleague is empowered to go the extra mile, and we are currently seeking a Customer Care Executive to join our Credit Control team.

As a Customer Care Executive, your main objective will be to deliver outstanding customer experiences while managing interactions with empathy and professionalism.

This position is dynamic and primarily focused on phone-based customer service, with a wide range of responsibilities. You'll handle inbound calls, manage your own caseload, and make outbound calls to support customers in, or approaching, arrears on their vehicle lease agreements. Using your empathy, listening skills, and problem-solving mindset, you'll work with customers to understand their circumstances and offer suitable support options. You'll help assess affordability, discuss payment plans, manage early terminations, liaise with consumer credit counselling agencies, and keep customer accounts up to date in partnership with internal teams.

On top of the varied customer contact, you will have one day per week dedicated to administrative tasks, giving you a balanced workload and the opportunity to focus on other important duties. We also incorporate coaching and development time into your schedule, and through our MyGPS personal development framework, you'll have clear pathways to progress, whether that's becoming a Senior Executive, Team Leader, or moving into a specialist area.

If you are eager to grow, we are ready to invest in you. Our Consumer division encompasses various teams including complaints, vehicle end-of-life, dealership support, finance, quality assurance, and more, providing opportunities to explore and develop cross-functionally.

Our agile working model offers you the flexibility to balance your home and office life. Generally, our customer service colleagues will be required to spend 3 days a week in the office.