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 Commercial division provides a full range of services for fleet operators across LGVs, HGVs, LCVs and trailers. This includes fleet management, maintenance, funding, rental and flexible hire. With national reach and specialist expertise, we help customers keep vehicles available, compliant and cost-effective.
Across the business, there is a strong focus on continuous improvement, investment in technology, and creating an environment where people can develop and contribute to meaningful change.
This is a senior leadership role with responsibility for shaping how customer service is delivered across a complex, multi-site operation.
As Head of Customer Service, you will define and deliver the customer service strategy, ensuring a consistent and high-quality experience across all channels. You will work across teams and functions to align service delivery with wider business priorities, while supporting ongoing improvement in performance, processes and systems. You will also provide direction to a large and diverse team, building capability and consistency across all locations.
Reporting to the Commercial Operations Director, the role combines strategic planning with operational oversight and involves close collaboration with Commercial, Finance, HR, IT and Business Change teams.
- Set the strategic direction for customer service delivery, defining clear service standards, KPIs and performance frameworks aligned to business goals.
- Lead and inspire a large, multi-layered team, ensuring strong capability across Customer Service Managers, Team Leaders and frontline colleagues.
- Own the end-to-end customer experience, embedding a customer-centric culture and continuously improving satisfaction and loyalty.
- Oversee multi-channel operations, ensuring efficient, consistent and compliant service delivery across all customer touchpoints.
- Drive continuous improvement, identifying opportunities to enhance processes, systems and technology to improve quality, efficiency and cost.
- Build strong cross-functional partnerships with Commercial, Finance, HR, IT and Business Change to deliver joined-up outcomes.
- Manage budget and resources, ensuring cost-effective delivery while forecasting demand and optimising capacity.
- Lead governance and risk management, ensuring regulatory compliance and robust operational controls.
- Develop insight-led decision making, establishing clear MI dashboards and using data to drive performance and inform strategic decisions.
- Champion colleague development and engagement, creating an environment where people can grow, perform and thrive.
- Experience leading customer service, operations or service delivery at a senior level
- A track record of managing large, multi-site or multi-channel teams
- Experience working with performance metrics, budgets and operational planning
- Evidence of improving service delivery, processes or organisational capability
- Understanding of commercial drivers and how service delivery contributes to business outcomes
- Ability to interpret data and translate insight into practical action
- Experience engaging and influencing stakeholders across different functions
- Exposure to fleet, vehicle or leasing environments is helpful, though not essential
- Base salary of up to £95,000 per annum
- Company car
- Annual bonus
- 25% pension
- Life assurance x 4 salary
- Critical illness cover
- Private medical care
- Dental and health cash plans
- Company GP for self and family
- Inclusive culture with colleague-led equality networks
- Other flexible benefits including the option to buy/sell holiday, Technology Scheme, Cycle to work scheme etc..
- Most importantly ....a role that will provide autonomy and challenge every day, in a people led organisation that is really looking to make a difference....
We're proud to be:
- Award‑winning – Leasing Company of the Year (Fleet News 2026), Large Business of the Year (Yorkshire Post Excellence in Business Awards), Diversity and Inclusion winners, (Yorkshire Post Excellence in Business Awards), Wellbeing winners (Fleet News 2025).
- Sustainability champions – over 41% of our fleet are Battery Electric Vehicles (BEVs), and we're a carbon-neutral organisation
- Innovators - Investing £25 million in transformation, with a thriving fleet of 169,910 vehicles
- Inclusive - diversity networks and a workplace where everyone can thrive
- A place to grow- Clear pathways through our MyGPS personal development framework
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.
