Customer Care Team Leader

About Us

For more than 30 years, Zenith has been shaping the future of sustainable vehicle solutions. As the UK's largest independent vehicle solutions provider, we value inclusion, individuality and diverse perspectives. We're proud of our award winning service and our commitment to making mobility smarter, greener and better for everyone.

Within our regulated Consumer division - which includes our digital personal contract hire brand Zen Auto and our expanding White Label B2B2C partnerships, we focus on delivering consistently positive experiences for customers. Our teams support more than 50,000 customers, offering guidance, empathy and clear communication, whether that's resolving concerns, supporting vulnerable customers or improving the customer journey.

Your Role & Impact

We're looking for a Customer Care Team Leader to join our Credit Control team, who support customers who are in, or approaching, arrears on their vehicle lease agreements.

Why this role matters

Every interaction your team has can make a meaningful difference to customers who may be facing financial pressure or uncertainty. By leading with clarity, compassion and fairness, you help ensure customers receive the support they need at the moment they need it most - while enabling your team to grow, succeed and deliver their best work.

What You'll Do Leading Team Performance & Customer Outcomes

• Support your team to deliver good outcomes in line with Consumer Duty, with a strong focus on first point of contact resolution.
• Ensure SLAs and KPIs are met across QA, cases, complaints, risk actions and query resolution.
• Keep colleagues engaged, motivated and performing at their best.
• Lead by example, demonstrating excellent customer service and Zenith values.
• Take ownership of escalated queries, resolving them clearly and promptly.

Coaching, Communication & Development

• Hold regular 1-2-1s, setting objectives and supporting development and career pathways.
• Run huddles and team meetings to review performance and celebrate wins.
• Provide day to day coaching, including in the moment feedback and call listening.
• Lead onboarding, training and skills development for new and existing team members.
• Support wellbeing conversations and build succession plans.

Performance, Recruitment & People Management

• Lead the full recruitment process, from assessment centres to onboarding.
• Manage HR processes including return to work meetings, absence, disciplinaries, flexible working and reasonable adjustments.
• Oversee resource planning, workload allocation and team productivity.

Operational Delivery & Continuous Improvement

• Manage workloads to maintain high service standards, using data and insights to drive improvements.
• Keep procedures up to date and identify opportunities to simplify or enhance processes.
• Monitor SLAs across channels, identify risks early and take action.
• Oversee key controls, regulatory compliance and timely remediation of issues identified through QA or journey testing.

Collaboration, Stakeholder Management & Reporting

• Work closely with Consumer division colleagues and wider business teams to support customer outcomes.
• Build strong stakeholder relationships and reduce key person dependencies.
• Lead or support operational meetings, sharing updates on performance and escalations.
• Provide management information and insights when needed.

As a people manager, office presence will be important, and the expectation is that the Team Leader will work from our Leeds office on a regular basis.

What You'll Bring

You'll thrive in this role if you enjoy supporting people, improving processes and creating an environment where your team, and our customers, feel heard, informed and supported. We're looking for someone who brings:

• Experience in an FCA regulated environment and understanding of Consumer Duty.
• Confidence using data to guide decisions (Excel skills a bonus).
• Strong communication skills and the ability to build positive relationships.
• A people focused approach, with experience coaching, motivating and developing others.

Leadership & Behaviour

• Clear, calm decision making and the ability to support colleagues through challenges.
• A commitment to creating a positive, engaged and inclusive team environment.
• Ability to delegate effectively while keeping performance and SLAs on track.
• A proactive, improvement minded approach to refining processes and enhancing outcomes.
• Openness to feedback and a desire to keep learning.
• A collaborative style that encourages shared problem

Why Join Zenith?

We're committed to our People Promise, creating an inclusive environment where everyone can thrive, and we're proud to be:

• Award winning - Leasing Company of the Year (Fleet News 2023) Large Business of the Year Award (Yorkshire Post Excellence in Business Awards), winners of the Diversity and Inclusion Award (Yorkshire Post Excellence in Business Awards), and winners of the Wellbeing Award (Fleet News 2025).
• Sustainability champions -over 41% of our fleet are Battery Electric Vehicles (BEVs), we're a carbon neutral organisation, with the UK leasing sector's largest ever green bond.
• Innovators: Investing £25 million in transformation, with a thriving fleet of 169,910 vehicles and consistent revenue growth.
• Inclusive: Six colleague led diversity groups, and a workplace where everyone can thrive
• A place to grow: with clear pathways through our MyGPS personal development framework
• A supportive team structure: with a dedicated SME coach, a regulatory SME, and a team of committed Team Leaders, all guided by a Head of Function who champions an inclusive and supportive culture.

What's In It for You?

• Competitive Salary: up to £35,000 per annum (depending on experience) & Annual bonus
• 24 days annual leave & 1 day for your birthday, with the option to buy more
• Private Medical insurance, Life Insurance, Critical Illness Cover, Dental and Health Cash Plans, Funded HRT Treatment, and more.
• Tech Scheme, Car Sacrifice Scheme, Cycle to Work Scheme, Season Ticket Loans, breakdown cover
• Development opportunities with access to our MyGPS personal development framework.
• Perks at Work - save money on everyday essentials with access to a shopping discounts site
• Onsite GP & Masseuse, Employee Assistance Programme, Pensions advice, Funded HRT Treatment, and Mental Health First Aiders
• Sports and social clubs, company activities, and team events.
• Inclusive culture with colleague-led equality networks
• Free onsite parking and hybrid working options

Sound Like the Right Opportunity for You? Apply Now!

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.