Careers at Zest

Role Overview

As a Customer Relations Specialist, you will be responsible for managing post-rental complaints and customer escalations, ensuring every case is handled with professionalism, empathy, and integrity. Acting as a key liaison between our customers and car rental partners, you'll investigate concerns, resolve complex issues, and work towards solutions that are fair, balanced, and customer-focused.

You'll play an important role in protecting and enhancing the customer experience, helping to turn challenging situations into positive resolutions while supporting our reputation for exceptional service.

Key Responsibilities

• Investigate and resolve post-rental complaints and escalated customer issues
• Provide clear, timely, and professional responses via email and telephone
• Gather information from customers and car rental partners to establish facts and achieve fair outcomes
• Act as a mediator between customers and providers, building understanding and facilitating resolutions
• Prioritise and manage a varied workload while meeting deadlines and service standards
• Maintain accurate records and documentation of all customer interactions and case outcomes
• Work closely with our Product and Customer Support teams to identify trends and improve customer experiences
• Ensure all decisions are made fairly, consistently, and in line with company policies and values

Skills & Experience

• Previous experience handling customer complaints, escalations, or customer relations cases
• Excellent written and verbal communication skills
• Strong investigation, problem-solving, and decision-making abilities
• Ability to manage sensitive situations with professionalism, empathy, and confidence
• Excellent organisational and time management skills with strong attention to detail
• Ability to balance customer expectations with business and supplier requirements
• Confident using computers, websites, and online systems
• Ability to remain calm and objective when working under pressure

What We're Looking For

• A customer-focused individual who genuinely cares about delivering fair outcomes
• Someone who can exercise sound judgement and make confident decisions
• A natural communicator who can manage difficult conversations professionally
• A proactive team player who takes ownership and accountability
• An individual who is resilient, adaptable, and thrives in a fast-paced environment
• Someone who is passionate about continuous improvement and enhancing the customer experience

Desirable (Optional)

• Experience within the car rental, travel, or tourism industry
• Experience working with consumer complaints or dispute resolution processes
• Knowledge of consumer rights and customer service best practices
• Fluency in one or more additional languages

Summary

This role is perfect for someone who enjoys solving problems, investigating issues, and helping customers achieve positive outcomes. As a Customer Relations Specialist, you'll play a vital role in protecting the customer experience, resolving complex situations, and ensuring customers feel listened to, supported, and treated fairly throughout their journey with Zest Car Rental.

Hours: 40 hrs per week.

Holiday Entitlement: 33 days including Bank Holidays.

Closing date for applications: 30/09/2026

To apply please send your CV with covering letter, clearly indicating job title to jobs@zestcarrental.com.

Role Overview

As a Customer Support Advisor you will be responsible for delivering exceptional customer experiences and ensuring every interaction leaves customers feeling valued, supported, and satisfied. You’ll act as the voice of the customer, resolving queries, enhancing journeys, and contributing to a positive brand reputation.

Key Responsibilities

• Provide friendly, efficient, and professional support across multiple channels (telephone, email, live chat)
• Resolve customer queries with empathy and a solution-focused approach
• Build strong relationships with customers to enhance loyalty and satisfaction
• Maintain accurate records of customer interactions
• Collaborate with our car rental partners to ensure seamless service delivery
• Act as a brand ambassador, promoting a positive and customer-first culture

Skills & Experience

• Previous experience in customer service
• Excellent communication and interpersonal skills
• Strong problem-solving abilities and attention to detail
• Ability to remain calm and professional under pressure
• A positive, proactive attitude with a genuine passion for helping people
• Confident using computers, websites, and online systems

What We're Looking For

• A customer-first mindset with a passion for delivering outstanding service
• Someone who thrives in a fast-paced, team-oriented environment
• A natural communicator who can build rapport quickly
• A proactive individual who takes ownership and initiative

Desirable (Optional)

• Experience in car rental and/or travel industry
• Fluency in one or more additional languages

Summary

This role is perfect for someone who enjoys helping people, solving problems, and making a real impact on customer satisfaction. As a Customer Support Advisor, you’ll play a key part in shaping how customers feel about the brand - turning everyday interactions into positive, memorable experiences.

40 hours per week on a shift basis:
Mon-Fri 8am-7pm | Sat & BH 8am-5pm | Sun 10am-4pm

Hours: 40

Holiday Entitlement: 33 days including bank holidays

Closing date for applications: 30/09/2026

jobs@zestcarrental.com