Employee Case Studies

  • SERVICE CENTRE TEAM LEADER (FIM)

    Shahid Ahmed

    The people make FMG a great place to work. Everyone is friendly, approachable and willing to help each other, from all levels of the business and all departments. This is very important to me, since we spend so much time at work.

    I joined FMG in 2007 as a Customer Service Representative (CSR) for the Fleet Incident Management (FIM) team and within 6 months had been successful in my application for a Team Leader position. Since then I have had a number of Team Leader roles within other departments, gathering knowledge about all aspects of the business, and was delighted to return to the FIM team as Team Leader as I felt it suited my strengths. I now manage the delivery of our services on behalf of one of our largest insurer customers.

    Delighting customers with fantastic customer service is very rewarding. My team and I work very closely together to build relationships with our customers and deliver a professional, expert-level of service every day. Work is a great place to be when you know you can make a real difference to a customer’s day by going the extra mile for them. That is the key motivator which gets me to work bright and early every morning.

  • TEAM LEADER (FIM)

    James Bonner

    My friend was constantly singing the praises of FMG so when opportunities arose at FMG I jumped at the chance to be a part of this innovative and customer-driven company.

    I joined as a Customer Service Representative in 2016, feeling ambitious and keen to seize every opportunity to pave my career path. Within the first year I was chosen to lead and manage an exciting project – a daunting prospect yet a wonderful opportunity with plenty of support available. I worked hard, the project was a success and I was rewarded with my next opportunity which involved taking care of some of our largest customers. This extra responsibility prepared me for my first promotion and, after a nail-biting interview process, I was delighted to be appointed to the role of Team Leader.

    I feel like I am thriving in this role; my team are friendly, energetic and hard-working. Every day is fast-paced and challenging and there is always the chance to expand my knowledge of the business and its customers.

    Would I recommend FMG as a great place to work? Definitely. Leaders at FMG always make you feel appreciated no matter how small you feel your contribution has been to the end goal; everyone is made to feel integral to the success of the business. Team leaders and managers provide fantastic support with personal development plans and I feel that my own progress means as much to FMG as it does to me.

  • INSURANCE BROKER SERVICE MANAGER

    Emma Pearson

    A friend worked at FMG and told me what a great place it was to work. I submitted a speculative CV and have been with FMG for over 9 years now. I started off at the bottom of the progression framework within the Third Party Claims Management team and progressed through the different zones to become a specialist within that team. I worked hard, asked questions and grasped new opportunities. When FMG introduced a new service for Insurance Brokers I had the opportunity to help create the new claims handling process. The new service became a great success and when a dedicated Insurance Broker Service team was created I was delighted to become the team’s manager.

    FMG has provided great support for my personal development. I have studied for the Certificate in Insurance (CERT CII), a diploma in Personal Injury and Accident Management, and an NVQ in Team Leading. FMG has also encouraged me to attend industry lectures, presentations and workshops to support my knowledge and understanding within the insurance industry.

    FMG is a great place to work. The people are friendly, welcoming and happy to help and support each other. I love working at FMG and see myself working here for a long time to come.

  • EXECUTIVE ASSISTANT

    Laura Kaye

    My role as Executive Assistant means that every day is full of variety and new challenges, one day I can be preparing for and attending a board meeting and the next I’ll be working on exciting projects such as our recent move to our new head office. I’m also lucky enough to be involved in all our charity initiatives through our fundraising programme, FMGive.

    One thing I love about FMG is that we’re passionate and proud of our local area. FMGive is our way of giving something back to the community we work in. I lead the committee that drives forward fundraising activities and encourages colleagues to get involved in charity events such as fun nights out, themed dress down days and of course the occasional bake sale. Last year we raised a whopping £10,000 for our charity partners which I’m incredibly proud of. Giving something back doesn’t always mean donating money either, we also have a volunteering scheme which allows all colleagues to spend a day out of the office, supporting one of our designated charities. It’s a great day out and hugely rewarding.

  • OPERATIONS DIRECTOR

    John Keeton

    When I joined FMG in 2005 as a Customer Service Representative, I didn’t realise that this was my first step on a career ladder which would lead me to my first Director’s role at the age of 33. My early months as a CSR involved taking calls from drivers reporting vehicle incidents, which was great preparation for the roles which would follow. I enjoyed the role and seized every opportunity to learn as much as I could about our customers, our suppliers and our internal processes. Each day brought great satisfaction knowing I was in a position to directly help our customers

    I was delighted to be offered a Team Leader position the following year. I enjoyed the ‘people’ side of the role, and took this opportunity to hone my skills in leading and coaching teams to bring out the best in them. I steadily progressed through a number of senior roles within the Service Centre, including a spell in our Learning & Development team before becoming Service Centre Manager in 2009. I enjoyed the fast pace of the Service Centre and took every opportunity to enhance the service we provide to customers. My role evolved, leading to a further promotion to Head of Fleet Incident Management (FIM) in 2012. This promotion resulted in more responsibility for larger headcounts, budgets and customer relationships, and the scope to help shape the strategy to deliver service improvements; I thrived on the challenge.

    When I was appointed Operations Director in 2017, the scope of my role changed significantly, becoming far more externally focussed.  Alongside my colleagues on the Board, I now take responsibility for the strategy, sustainability, competitiveness and success of the entire business. Every day is fast-paced and challenging and I wouldn’t have it any other way.

    FMG is a very exciting place to work. When it comes to recruitment, FMG is passionate about recognising, supporting and rewarding those who wish to progress and release their full potential.

  • RECRUITER

    Bethany McArthur

    I left college in 2013 with no idea what I wanted to do in life. I had heard that FMG was a great place to work and that others had carved a successful career there so when a CSR vacancy arose, I applied. I had no previous experience in this industry but I must have displayed the right skills at interview and I was delighted to get the call to say I had been successful.

    I enjoyed the CSR role right from the start. The training I received during induction was very thorough and I quickly realised that I enjoyed talking to customers and helping then through the aftermath of vehicle incidents. The more effort I put in to each customer call, the more rewarding the job became. By 2017 I was ready to start looking for the next step in my FMG career and I eagerly awaited the FMG weekly bulletin to view internal vacancies.

    When a vacancy for a Recruiter within the HR team popped up, I knew this sounded like the job for me. With little HR experience, but a burning desire to be a success, I applied and was over the moon to get through each stage of the interview process and finally be offered the job.

    A typical day as a Recruiter within a growing business like FMG is fast-paced and challenging, yet always exciting and very rewarding. My time spent in the CSR role has been invaluable for developing great customer service skills, strong business knowledge and building relationships with my colleagues (many of them are great friends now).

    I am proud to be part of the FMG family and, as a Recruiter, I enjoy giving other people that first step into this business which invests so heavily in our day-to-day job satisfaction and our future.

  • OPERATIONS MANAGER

    Rob Kirby

    I instantly felt welcome at FMG. I was impressed with the atmosphere in the office and the friendly approach of the team leading the interview process.

    If you’re willing to work hard, the opportunities are plentiful. My first role was as a Customer Service Representative (CSR), answering telephone calls from customers and suppliers relating to vehicle repairs. I enjoyed going the extra mile to make sure our customers were happy and soon moved to my next role as an Internal Account Manager for our biggest customer. This was a great opportunity to develop my relationship building and process management skills, and when a ‘Team Leader’ opportunity arose, I went on to lead different teams in various departments. I have since progressed to the role of ‘Operations Manager’ of our biggest department, managing a team of 8 Team Leaders.

    No two days are ever the same. A typical day for me can include analysing and reporting current performance, supporting our Sales Team in customer meetings and interviewing new recruits for my team. The three essential ingredients to a successful career with FMG are a positive attitude, a willingness to learn at every opportunity and the passion to go the extra mile. Hard work and excellent customer service is rewarded with opportunity at FMG and I personally enjoy assisting others with their career progression and training opportunities.

  • BUSINESS DEVELOPMENT MANAGER

    Matt Lees

    The career opportunities within FMG are endless and many people, like me, find a fantastic new career path which they hadn’t even thought about before. I joined FMG as a fresh new graduate in 2011, my first ‘proper job’ after completing a Business and HR degree at University. It was great to secure a HR role which related to my studies and suited my strengths of working with people and bringing out the best in them

    After two years in the role, I progressed to HR Advisor, which meant a greater level of responsibility, taking the lead on many of the operational areas of HR. This role enabled me to build relationships across different areas in the business, and I became interested in stepping in to a more commercial role. After 5 years in HR I applied for a role within the New Business Team and I got the job of Business Development Manager in November 2016.

    FMG recognised the value of my transferable skills. I went from promoting FMG to potential new recruits and negotiating in employee relation matters in my HR role, to promoting FMG’s services and negotiating with potential new clients in my new role. As Business Development Manager, I’m responsible for bringing new customers into the business and I’ve been involved in some significant new business wins. One day I may be identifying potential new customers for FMG, the next I could be delivering sales presentations, negotiating contracts and supporting the implementation process.

    There are many positives about working for FMG and the commitment to personal development and career progression is definitely one of the best things. The company Share Save Scheme is a great benefit too, giving you the opportunity to share in the business’ success and potentially earn a lot more on your savings than you would do via a standard savings account.

  • CUSTOMER SERVICE REPRESENTATIVE

    Malik Haleem

    FMG is not just a place to work; it’s a friendly and supportive community where everybody can just be themselves. I joined FMG in 2017 and immediately knew I had made a good choice.

    I had previously enjoyed working in a customer service environment but the FMG systems and working processes were all new to me. This didn’t matter as the other new starters were all in the same boat and we received thorough training and practice on all the systems we would need before taking our first customer calls.

    I now spend most of my days talking to customers and suppliers on the phone. I love being able to help them and my team leader is always close by to provide support with any challenges or tricky decisions. My team is based in a large open-plan office which is a hive of activity and has a fantastic atmosphere. People are busy but happy and there is a huge emphasis on supporting one another. Managers sit at desks alongside their teams and everybody plays their part in getting the job done. We definitely work hard and managers are quick to recognize hard work and good results

    No two days are ever the same as a CSR. It’s fast-moving, exciting and very rewarding, and I couldn’t imagine it working any other way.

  • CLAIMS HANDLER

    Matthew Lee

    I joined FMG in September 2018, having previously worked in Customer Service roles.

    I wasn’t specifically looking for a Claims Handler role, but I had read good reviews about working at FMG and kept checking the website for vacancies. When I saw this job advertised, it sounded like a great opportunity to make the most of my customer service experience and I knew I could demonstrate the skills required.

    I quickly settled in to my new role and to life at FMG. The training provided covered every aspect of the role so my lack of direct experience made little difference. My team leader was more interested in my ability to talk to customers, my willingness to help them and my commitment to going the extra mile wherever possible to deliver outstanding customer service.

    One of the best things about life at FMG is the friendliness of the people. Whilst we all have our own responsibilities, my team helps each other out and our team leaders are always available to answer questions or offer advice to help with a particular challenge.