Customer Care - Here to Help

Zara Phillips (Customer Liaison Officer), Eve Langley (Customer Liaison Officer), Hilary Staines (Customer Liaison Officer) and Jodie Grant (Customer Care Manager)Zara Phillips (Customer Liaison Officer), Eve Langley (Customer Liaison Officer), Hilary Staines (Customer Liaison Officer) and Jodie Grant (Customer Care Manager)

FM Conway’s Customer Care team is part of our Central Services division and often acts as the first point of contact for members of the public, our employees, and a wide range of stakeholders. Whether you’re looking for information, need help resolving an issue, or want to share feedback, we’re here to support you.

We handle a wide variety of external queries, from site completion times and car relocations during surfacing works, to arranging the removal of left items and responding to complaints or compliments. If something hasn’t gone to plan, we’ll investigate and help improve the process. If we’ve done something well, we make sure it’s recognised.

But our work goes far beyond customer-related claims. We’re a vital support function for FM Conway’s people, especially when things go wrong. Our team responds quickly and sensitively to a range of internal incidents, including:

  • Personal injuries
  • Equipment theft
  • Vehicle accidents
  • Utility discoveries and strikes
  • Workplace incidents
  • Insurance-related claims

We ensure accurate reporting, coordinate with relevant teams, and escalate to HR when additional support may be needed. With full access to vehicle camera footage, we can follow up quickly on claims involving our employees.

Our in-house call handling service is available Monday to Friday, 7.30am to 5.30pm, with 24/7 out-of-hours support provided by our trusted partner, Answer4U.

No matter the query, concern, or incident, Customer Care is here to help. We’re committed to making every interaction count and ensuring you feel supported every step of the way.