About Company
FMG (First Notice Management Group) is a leading provider of incident management and claims services in the UK, dedicated to helping businesses and their drivers get back on track swiftly and efficiently after an incident. For over 35 years, FMG has been at the forefront of innovation, combining cutting-edge technology with unparalleled human expertise to deliver exceptional service. We pride ourselves on our proactive approach, our commitment to our clients, and fostering a supportive and dynamic work environment. At FMG, every team member plays a crucial role in ensuring a seamless and positive experience for our customers during challenging times.
Job Description
Are you a passionate advocate for customer satisfaction, driven by the desire to turn challenges into positive experiences? FMG is seeking a dedicated and proactive Customer Experience Executive to join our remote team, making a tangible difference for our clients and their drivers across the UK. In this pivotal role, you will be the empathetic voice and efficient problem-solver for individuals navigating the aftermath of vehicle incidents. This isn’t just about processing claims; it’s about providing comfort, clarity, and comprehensive support at every touchpoint. You will manage a diverse portfolio of customer interactions, from initial contact and incident assessment to coordinating repairs, arranging replacement vehicles, and resolving complex queries with professionalism and a human touch.
Working remotely, you will leverage our advanced systems and your exceptional communication skills to deliver a seamless and reassuring customer journey. We are looking for someone who thrives in a fast-paced environment, possesses an innate ability to de-escalate situations, and can consistently exceed expectations. You will act as a key liaison between customers and various internal departments, ensuring all aspects of their incident resolution are handled efficiently and transparently. Your contribution will be vital in maintaining FMG’s reputation for outstanding service and building lasting trust with our client base. If you are detail-oriented, self-motivated, and possess a genuine passion for creating exceptional customer experiences, even from a distance, we encourage you to apply and become an integral part of our committed remote team.
Key Responsibilities
- Serve as the primary point of contact for customers, providing compassionate and efficient support through inbound and outbound calls, emails, and online chat regarding vehicle incidents and claims.
- Conduct thorough incident assessments, accurately gathering information to initiate the claims process and determine appropriate next steps for customers.
- Coordinate and liaise with internal departments, repair networks, and third-party suppliers to ensure timely and effective service delivery, including vehicle recovery, repair bookings, and replacement vehicle arrangements.
- Proactively communicate updates to customers regarding the status of their claims and resolutions, managing expectations and ensuring transparency throughout the process.
- Investigate and resolve customer inquiries, complaints, and complex issues with a high degree of empathy, professionalism, and problem-solving acumen.
- Maintain accurate and detailed records of all customer interactions and claim progress within our CRM system, adhering to data protection and company guidelines.
- Identify opportunities for service improvement and contribute to the development of customer experience strategies to enhance overall satisfaction.
- Adhere strictly to company policies, industry regulations, and service level agreements (SLAs) to ensure compliance and consistent service quality.
Required Skills
- Minimum of 3 years of experience in a customer service or customer experience role, ideally within a claims, insurance, or automotive environment.
- Exceptional verbal and written communication skills, with the ability to convey complex information clearly and empathetically.
- Proven ability to manage challenging customer interactions and de-escalate situations effectively.
- Strong organizational skills and attention to detail, with the capacity to manage multiple cases simultaneously.
- Proficiency in using CRM systems and other office productivity tools (e.g., Microsoft Office Suite).
- Self-motivated and disciplined, with a proven ability to work independently and effectively in a remote work setting.
- A stable and quiet home office environment with reliable high-speed internet access.
Preferred Qualifications
- Experience working in a remote or hybrid customer-facing role.
- Knowledge of incident management processes, motor insurance, or vehicle repair industry.
- Relevant certifications in customer service or claims handling.
Perks & Benefits
- Competitive annual salary with performance-based incentives.
- Generous holiday allowance and pension scheme.
- Comprehensive health and wellbeing support programs.
- Opportunity for professional development and career progression within a growing company.
- A supportive and inclusive remote work culture.
- Access to a comprehensive benefits package designed to support your work-life balance.
- All necessary equipment provided for your home office setup.
How to Apply
Ready to make a real impact from the comfort of your home? We encourage you to click on the application link below to submit your CV and a cover letter outlining why you are the perfect fit for this remote Customer Experience Executive role at FMG. Tell us about your passion for customer service and how your skills align with our mission. We look forward to reviewing your application!