Senior Customer Care Executive (FTC)

Job Summary by the careerbalance.co.uk Team:

90Job Description:Are you passionate about providing exceptional customer service? Do you care about ensuring the best outcome for customers? Well, look no further, we have the perfect position for you here at Zenith! We are looking for a Senior Customer Care Executive to join us on a 12 month FTC.
Our Customer Care Team within our Consumer division, who offer customers a seamless digital car leasing experience, have an excellent opportunity for a Customer Care Executive. You’ll play a crucial role in managing customer accounts that may have fallen behind with payments. This means handling your own caseload of customers, reaching out to understand their situation, conducting affordability checks, and ensuring they can make repayments comfortably – always adhering to FCA regulations.
Our focus is on delivering the best outcomes for our customers – we’re looking for someone who thrives in a fast-paced environment, who is empathetic, and can identify signs of vulnerability and offer excellent support. While prior experience in arrears or debt management is a plus, what matters most is your customer service experience, excellent communication skills (written and verbal), proficient IT capabilities, a positive attitude, and a strong team player mindset.
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?
Contacting customers to assist with outstanding payments, assessing customer income and expenses to find suitable forbearance solutions
Compassionately discussing forbearance and payment plan options for customers facing financial difficulties, referring customers to consumer credit counselling agencies when additional support is needed
Processing fees, rentals, initial payments, and end-of-lease fees, and facilitating early contract terminations and smooth vehicle returns
Collaborating with partner organisations for repossession and debt recovery
Offering dedicated support to vulnerable customers
Efficiently handling customer complaints and ensuring exceptional customer satisfaction
Collaborating with Finance Credit Control Team and Arrears Committee to identify customers in need of support and providing comprehensive reports on customer assistance initiatives
Thinks about the consequences of actions and solutions before implementing the correct decision(s)
Benefits
Salary from £24300 – £26500
Company Bonus on top of salary
Agile working / Hybrid working after successful probation period.
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
Sports and Social club – Company/Team activities
Free parking
Onsite bistro
Equality, Diversity & Inclusion networks
Perks at Work – save money on everyday essentials with access to shopping discounts
Flexible Benefits include
Buy / Sell Holidays
Critical Illness cover
Dental Cover
Cash Plan
Cycle to Work Scheme
Tech scheme
Season ticket loans
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.
#zenspotLocation: Leeds