Are you a Complaints Manager with experience in an FCA regulated environment and a passion for leading teams to deliver fair customer outcomes? If so, this is your opportunity to make a real impact!

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

Our Consumer Division unites our industry-leading digital personal contract hire brand, ‘Zen Auto', with our growing White Label B2B2C solution, which enables our partners to leverage their own brands to offer PCH and BCH vehicle leasing options to their consumer, SME, and corporate customers. We pride ourselves on our high standards, finding innovative ways to simplify our customers' experience, delivering good outcomes through clear communication, and further enhancing our systems.

We are looking for a Complaints Manager to take ownership of our regulated complaints function across ZenAuto and our White Label partnerships. This is a high-impact leadership role in which you will have both operational responsibility and the opportunity to transform the function by embedding robust regulatory controls, enhancing quality, and using insight to influence change across the division.

Your Role & Impact 

You will be responsible for one Team Leader and nine indirect reports, all of whom are tasked with ensuring that complaints referred to the team are resolved, and that all resolutions and remediation are in accordance with FCA guidelines.

What You'll Do

• Oversee all end-to-end complaints handling process in accordance with FCA DISP rules, FCA Principles, the Consumer Duty, BVRLA Complaint Handling Code of Conduct, and FOS requirements.
• Manage executive-level and complex complaints, including drafting final response letters and liaising directly with customers and the Financial Ombudsman Service.
• Implement effective management controls to ensure compliance and prevent regulatory breaches.
• Drive root cause analysis, produce meaningful management information and trend reports, present insights at senior forums such as the Consumer Outcomes Forum, and collaborate with stakeholders to address systemic issues.
• Coach and mentor your team to consistently deliver high-quality results, while identifying opportunities to reduce complaint volumes and enhance customer journeys.
• Work closely with colleagues in Operations, Risk, Compliance, and Technology colleagues to implement improvements that support Zenith's broader transformation programme.

About You

You will be a leader who can balance technical regulatory expertise with people leadership and a passion for customer outcomes. You will possess a continuous improvement mindset, with a proven track record of enhancing customer outcomes and driving change.

What You'll Bring

• Proven experience in managing an FCA-regulated complaints handling team.
• In-depth knowledge of DISP rules, the Consumer Duty, and FOS complaint processes.
• Experience in managing escalated and Ombudsman complaints, with a strong understanding of governance and regulatory reporting.
• A proven track record of taking full responsibility for complaints processes, from day-to-day handling through to long term improvements
• Strong skills in MI production, data analysis, and root cause reporting, with the ability to influence change and present confidently at senior levels.
• A collaborative and empathetic leadership style, coupled with the ability to coach, inspire, and hold your team accountable.
• Commercial awareness and the ability to identify opportunities to enhance systems, processes, and customer outcomes.

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) and winners of the Diversity and Inclusion Award (Yorkshire Post Excellence in Business Awards).
• 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 

What's In It for You?

• Competitive Salary: from £43,000 per annum (depending on experience) & Annual bonus 
• Company car/car allowance
• 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!

When you join Zenith, you're becoming part of a team that's driving innovation, sustainability, and success. We are 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 people who want to be part of a business that's shaping the future of vehicle mobility, delivering for customers, and making a difference for the environment and society.