Head of Customer Service NEW

Leeds, Yorkshire
Zenith Group

At Zenith, we’ve been leading the transition to sustainable vehicle solutions for over 30 years. As the UK’s largest independent vehicle solutions provider, we’re proud of our people, our award-winning service, and our bold ambitions to make mobility smarter, greener, and better for everyone.

Our Corporate division sits at the centre of this mission, supporting a fleet of circa 58,000 vehicles, and partnering with some of the UK’s leading blue chip businesses to deliver premium in life services, tailored funding strategies, and end to end fleet operation support. We operate across vehicle funding, maintenance, accident management, consultancy, short term rental and fully outsourced fleet solutions. We’re also a long established market leader in salary sacrifice schemes, running more than 140 programmes and enabling thousands of employees to access fully maintained and insured vehicles.

At the heart of this operation is our Corporate Customer Services function, ensuring customers and drivers experience a seamless, reliable service throughout the life of their contract.

The Opportunity

We’re looking for a Head of Customer Services to guide the strategic direction, growth and performance of our Corporate Customer Services function. This is a senior, high-impact role with significant scope – shaping the customer strategy, developing a high performing function, and ensuring we deliver service that is consistent, efficient and continually evolving.

You’ll sit on the corporate leadership team and own performance across 10 customer hubs, shaping service delivery, digital transformation, operational planning and customer experience design. You’ll build capability across all levels, set the vision for how we operate, create a clear and scalable service model, and ensure we deliver high quality, cost effective solutions that reflect the needs of our customers. You’ll also cultivate strong customer relationships and continually evolve our systems, processes and service standards to support our long term growth and strengthen our position as a trusted partner to major UK businesses.

This is a role with real breadth and influence – working with a diverse mix of stakeholders, from operational and technical leaders to corporate and executive teams to optimise service, risk, organisational design, margin and continuous improvement. You will be equally comfortable shaping long term strategy and being hands on in the operation.

It’s an ideal opportunity to make a meaningful, long term impact within a business investing heavily in innovation, sustainability and colleague development. If you are motivated by improving customer outcomes, leading large teams through change and shaping a function with clear purpose, this role offers the platform to do just that.

What You’ll be Doing

• Own and deliver the customer services strategy for the Corporate division, setting clear objectives and service standards.
• Guide a team of c170 FTE across multiple hubs, shaping functional design, operational training, development and colleague experience across multiple disciplines.
• Lead digital and operational improvements-enhancing processes, systems, reporting and customer touchpoints to create efficient, intuitive experiences.
• Build strong working relationships with technology, finance, operations, marketing, new business and people teams to enable joined up customer delivery.
• Oversee capacity planning, forecasting and operational MI to optimise resources and ensure smooth service delivery.
• Manage a people budget of around £6m and ensure cost control, productivity optimisation and informed decision making.
• Define and maintain consistent customer contact strategies, channels and service levels.
• Lead risk identification and mitigation across operational, people, system and process requirements with strong governance.
• Play a key role in shaping our digital first target operating model, ensuring solutions empower colleagues and support long term growth.

What You’ll Bring

• Senior leadership experience in automotive, leasing or fleet management.
• Experience leading large customer facing or operational teams in B2B or B2C environments.
• Proven experience managing and delivering a significant operational budget.
• Strong commercial and analytical capability, with an understanding of leasing value chains.
• A track record of delivering major change and transformation programmes involving cross functional teams.
• Experience developing functional strategies informed by external trends.
• Ability to interpret data, build business cases and present insights that inform decisions.

Leadership qualities:

• High support / high challenge leadership style – able to stretch performance while maintaining a positive culture.
• Able to develop and strengthen management layers, ensuring capability and clarity.
• Clear communicator who brings clarity, direction and consistency.
• Strong communication and stakeholder engagement skills across senior and cross functional teams.
• Creates a compelling vision and purpose that aligns and inspires.
• Committed to developing others and championing personal growth.
• Promotes an inclusive culture where diverse perspectives shape decisions.
• Calm, resilient and comfortable working in ambiguity, removing barriers to performance and progress.

What’s in it for You

• Base salary of up to £82,000 per annum + car allowance and annual bonus
• 24 days annual leave plus your birthday off, with the option to buy more
• Private Medical Insurance, Life Insurance, Critical Illness Cover, Dental and Health Cash Plans
• Tech Scheme, Car Sacrifice Scheme, Cycle to Work Scheme, Season Ticket Loans
• Development opportunities through our MyGPS personal development framework
• Perks at Work – discounts on everyday essentials
• Onsite GP, Employee Assistance Programme, Mental Health First Aiders
• Sports and social clubs, company activities, and team events
• Inclusive culture with colleague led equality networks
• Free onsite parking
• Agile working

Why Zenith?

We’re proud to be:

• Award winning – with recognition for leasing excellence and diversity: 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 led – with 41% of our fleet made up of BEVs and carbon neutral operations.
• Innovators – Investing £25 million in transformation, with a thriving fleet of 169,910 vehicles and consistent revenue growth.
• Inclusive – with colleague led diversity networks and a culture where every voice matters.
• A place to develop – with access to clear learning pathways through our MyGPS personal development framework

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.