Rapid Response Customer Service Representative

ZIGUP plc; Huddersfield; On-site; GBP 27,000 - 33,000; Full time

Benefits offered by this job

Salary starting £29,741.59

Annual leave 24–26 days

Pension 3%

Life assurance

Referral scheme £1,000

Cycle to work

Free parking

Healthcare benefits

Job summary

FMG is seeking a Rapid Response Customer Service Representative in Huddersfield to provide 24/7 telephone support for urgent incidents. You will be the first point of contact and coordinate recovery operators to reach the scene within agreed timescales, ensuring a smooth, customer-focused resolution.

The role requires strong communication skills, ability to perform under pressure, and proficiency with office IT systems.

Qualifications

• Experience in motor claims or vehicle recovery.
• Strong communication and decision-making skills.
• Able to quickly develop rapport with customers over the phone.
• Focused on delivering an excellent customer experience.
• Capable of handling pressured situations professionally.
• Confident user of telephone and office IT systems.

Responsibilities

• Provide 24/7 telephone support to urgent incidents.
• Coordinate with vehicle recovery operators to reach the scene within agreed timescales.
• Be the first point of contact for incident reporting and updates.
• Deliver a high-quality customer experience in stressful situations.

Skills

Motor claims

Vehicle recovery

Strong communicator

Team player

Customer-focused

IT systems

Job description

We are excited you have visited our Careers page. We are seeking talented individuals that are excellent in their field of expertise and are posed with all potential and skills necessary to help us meet future business challenges.

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Rapid Response Customer Service Representative

Reference: AUG20260078

Expiry date: 2026-09-23 08:22:00.000

Location: Huddersfield

Working Hours: 40 hours per week, Monday-Sunday

Do you live in or near Huddersfield and have strong customer service skills, particularly in motor insurance or the vehicle recovery industry? If you're looking for a new challenge, we’d love to hear from you!

We have an exciting opportunity for a Customer Service Representative to join our growing Rapid Response team to provide comprehensive, 24/7 telephone support service to those in need of urgent assistance. We work closely with Highways England and a number of police forces across the UK. Each call is unique, and the type of support provided is entirely dependent upon the specific requirements of each incident.

As a Customer Service Representative in our team, you will be the first point of contact for those reporting incidents to the Operations Centre. The primary objective in all cases is to get the nearest vehicle recovery operator with the correct equipment to the scene within agreed timescales and to manage the incident to a successful conclusion.

Join FMG as a Rapid Response Customer Service Representative and enjoy some outstanding benefits …

• Salary- Starting from £29,741.59, increasing as your experience grows, enhanced by a generous bonus based on your individual and business performance
• Annual leave- Start with 24 days, increasing to 26 days with service, 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 on your pay, helps you save, provides financial advice and offers even more discounts on your shopping.

About You

• You will have previous experience in motor claims or vehicle recovery.
• You’re a strong communicator with great decision-making skills and a real team player.
• You will be able to quickly develop a rapport with customers and partners over the phone.
• You are focussed on delivering an excellent customer experience.
• You will be able to effectively manage pressured situations in a sensitive and professional way.
• You’ll be a confident user of both telephone 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. We are proud to have been awarded a King's Award for Enterprise in 2025, recognised for our commitment to promoting opportunity and supporting social mobility. Unlock your potential in an industry-leading business, surrounded by inspiring individuals and leaders, fuelled by the opportunity to thrive in your career.

We’re committed to building a diverse, inclusive, and respectful workplace where everyone can thrive. We actively welcome applications from people of all backgrounds, experiences, identities, and abilities. If you need adjustments at any stage of the recruitment process, just let us know. We’re here to support you.

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