Customer Experience Executive

Customer Experience Executive - Complaints

Location: Huddersfield

Salary: up to £28,137.66 per annum plus quarterly bonus

Contract: Permanent, Full time

Hours: Monday to Friday, 37.5 hours

Do you want to join a growing organisation that will invest in your career development?

Are you passionate about delivering an outstanding customer experience?

Do you have strong customer service skills within motor insurance or motor accident management, specifically in repair management and/or complaints?

If so, we'd love to hear from you

At FMG, we're on a mission to make every customer interaction exceptional. We're looking for a proactive, committed, and driven Customer Service professional to join our supportive and friendly Customer Experience Team - the custodians of customer satisfaction at FMG, where great performance is recognised and rewarded.

As a Customer Experience Executive, you'll play a key role in ensuring our customers receive a timely, fair and transparent resolution to any issues.

You'll manage your own portfolio of customer queries and complaints, taking ownership from start to finish, keeping clients informed every step of the way.

Therefore, previous experience dealing with complaints or repair management experience from motor insurer or accident management is a must.

Working closely with your Team Leader and wider colleagues, you'll also analyse feedback, identify recurring themes, and make recommendations that help us continually improve our service.

Join FMG as a Customer Experience Executive and enjoy some outstanding benefits …

Of course, there's a great basic salary, but that's just the beginning, our most popular benefits include …

Salary- Up to £28,137.66 per annum based on experience, with a quarterly performance bonus earning up to £950/per quarter

Annual leave - Start with 24 days, increasing to 26 days with service (Pro-Rata), plus the flexibility to buy or sell up to 5 extra days each year. Of course, you'll have public holidays too and an extra day off to celebrate your birthday

Pension - Employer contributions of 3%

Financial Benefits - Enjoy the security of free life assurance, a save-as-you-earn scheme, a colleague referral scheme (earning £1,000 per referral), and our Benefits App with discounts and cashback at top retailers like Tesco, Asda, Currys, B&Q, and Wickes.

Wellbeing Services - Access our colleague assistance programme with 24/7 GP service, mental health support and physiotherapy plus cycle to work, eyecare vouchers, Health Cash Plan, Dental Plan and Travel Insurance.

Community - Great working environment in our new offices with fantastic modern break out areas, free car parking, onsite canteen, kitchen facilities, TV area, and shower facilities for those that want to take advantage of the cycle to work scheme.

FMGive - Ditch the desk and have a fully paid working day each year dedicated to volunteering support for our amazing local charities Not to mention getting involved in our fantastic fundraising events that regularly take place in and out of the office.

Motoring Benefits - Take advantage of exclusive colleague vehicle-leasing schemes, discounted repairs, and reduced rates on weekend car and van hires.

Stream - A free financial wellbeing app that gives you more control over your pay, helps you save, provides financial advice and offers even more discounts on your shopping.

About You

We're looking for someone who brings passion, professionalism, and a genuine desire to help customers. To succeed, you'll have:

• Experience handling complaints or managing repairs within motor insurance, accident management, or vehicle recovery.
• Excellent communication and negotiation skills - you build rapport easily and handle sensitive situations calmly.
• Strong attention to detail and time management, with the ability to work to tight deadlines.
• Analytical skills - able to identify patterns and suggest improvements.
• Confidence using phones, email, and office-based IT systems.

About Us

FMG is the UK's leading independent provider of fleet incident management and specialist vehicle recovery services. We provide outsourced incident management support, specialist rapid response and recovery management to a wide range of insurers and blue light services.

We put our customers at the heart of everything we do, making their lives easier and taking the stress out of accidents. Our commitment to customer service is what sets us apart.

We're also part of something bigger - ZIGUP, a leading provider of integrated mobility solutions, supporting customers across the UK, Ireland, and Spain. Unlock your potential in an industry-leading business, surrounded by inspiring individuals and leaders, fuelled by the opportunity to thrive in your career.

We are agile. We are experts. We are imaginative. We are reliable.

Keep your career moving, smarter.