Join Our Team as an FNOL Call Handler at Zenith Do you thrive on delivering exceptional customer service? Do you enjoy helping people when they need it the most? Then, we've got the perfect role for you Join Zenith as a First Notification of Loss (FNOL) Call Handler and make a real difference in people's lives. You'll be the first point of contact for our customers when they've experienced a vehicle accident, loss, or damage. Your calm, empathetic approach and love for problem-solving will help ensure our customers feel supported and their vehicles get back on the road as quickly as possible. We're looking for someone with strong communication skills and a knack for empathy; experience in customer service or an investigative role is a plus, but if you're detail-oriented and tech-savvy, we want to hear from you. About Zenith At Zenith, we are driven by strong relationships and a passion for delivering exceptional customer service. As an FNOL Administrator, you will play a key role in supporting our drivers when they face accidents or vehicle theft/damage, ensuring that they receive timely and empathetic support. We believe in creating an environment where our team members can thrive. You'll be supported by a friendly and collaborative team, with opportunities for professional growth and development. We offer a flexible working environment, competitive compensation, and the chance to be part of a forward-thinking company that values relationships and customer service. Key Responsibilities: Handle inbound and outbound calls, delivering excellent service to drivers involved in accidents or vehicle damage/theft (up to 50 calls per day). Capture and document all information accurately within our case management system. Provide clear, concise information regarding the next steps for recovery, repair, or courtesy vehicles (where fleet policies allow). Take ownership of cases, from initial contact to resolution, ensuring issues are addressed within set SLAs. Collaborate with internal teams and suppliers to resolve complex queries and ensure smooth service delivery. Maintain professional relationships with suppliers, ensuring customer needs are met consistently. Handle sensitive customer data in line with privacy regulations. Manage up to 50 calls per day, ensuring customer queries are answered within the required response time. What You'll Need: Strong communication skills with an empathetic approach to customers in potentially stressful situations. Ability to work with multiple systems and manage data across different platforms. Excellent attention to detail and ability to document cases and customer interactions clearly. Ability to multi-task, staying organized and focused while handling several responsibilities at once. An understanding of the importance of customer satisfaction and a passion for delivering a positive experience. Resilience and calmness when working with drivers who may be in an anxious or emotional state. Experience in customer service or administration is a plus. Working Environment: This role is based in Leeds, and initially (for the first three months), you will work full-time in the office to familiarize yourself with our systems, processes, and internal stakeholders. After achieving a satisfactory level of service, you will have the flexibility to work remotely for part of the week. The good stuff…benefits Salary up to £23,454 Company Bonus on top of salary 24 days holiday, which increases with length of employment Your birthday off A great pension contribution by Zenith (6.25%) and many more Ready to make a difference? Join us at Zenith, and help turn stressful moments into positive experiences for our customers. 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.