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A highly effective Senior Leader who brings;• Proven experience in invigorating existing sales and service operations to deliver testing targets and grow sales revenues whilst delivering a brilliant customer experience.• Experience in establishing new service and sales operations.• Extensive contact centre operational experience.• Experienced in customer journey mapping, proactively improving the customer experience and making improvements to Net Promoter Scores.• The ability to engage with and motivate staff at all levels to deliver the best possible outcomes for the business and its customers.• A data driven individual, using MI and technology to increase efficiencies.• Proactive business process improvement, reducing costs and improving the customer experience.• Proven experience in leading and empowering a number of diverse teams and projects whilst maintaining business as usual.• An ability to Make Things Happen.• Adept stakeholder management skills.• A customer-led strategy in highly competitive markets.• Communication and interpersonal skills of a high order.• Experience gained in Property services, Legal services, financial services, travel and medical insurance with the ability to adapt to different industries and provide a fresh perspective on service and sales delivery.Outside of the work environment I have motivated people to step outside of their comfort zones and join me in triathlons and marathon running helping to raise money for charity at the same time.
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Operations ManagerBlume Apr 2024 - PresentDidsbury -
Head Of Panel ManagementCountrywide May 2022 - Apr 2024Manchester, England, United Kingdom -
Head Of Contact CentreSimpson Millar Feb 2019 - Apr 2022Manchester, United Kingdom -
Security Performance LeaderMag (Airports Group) Aug 2017 - Jan 2019Manchester, United KingdomA part time role whilst I have been finishing my house and commencing my job search. It has turned into one of the most interesting roles I have ever had and has proved that my leadership skills are transferable into different industries and environments.Leading the effectiveness and performance of Aviation Security Officers and Security Ambassadors ensuring compliance with all legislative requirements along with delivering an excellent customer experience. Maximising both Net Promoter Scores and Airport Service Quality scores.Real time resource planning and delivery of over 200 staff in a 24/7, 365 days a week operation, dealing with over 20,000 customers per day.Initial point of escalation for all customers.Aviation Security Level 1 & 2 qualifications. -
Career BreakCareer Break Apr 2017 - Dec 2018Stockport, United KingdomTook time out to renovate our new house, more Homes under the Hammer than Grand Designs but an amazing experience, learning new skills and gaining a full understanding of why all those house renovating projects we see on TV always end up over budget!
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Sales & Marketing DirectorLandmark Information Group Mar 2016 - Mar 2017Lancaster, United KingdomOriginally starting the role with ETSOS, part of the Daily Mail Group, responsible for a national field sales team and telesales operation providing compliance and marketing software solutions to the legal profession. The business merged with sister company Searchflow.The business merged again with Landmark Information Group creating a new business division, which brings together several established products and services under one roof for the benefit of the residential property industry. Responsibility for sales and marketing and successfully bringing together a two site operation. -
Career BreakCareer Break Jul 2015 - Feb 2016Stockport, United Kingdom• Took voluntary redundancy from Countrywide.• Assisted partner in establishing and launching two new businesses.• Improved contact centre industry knowledge and built network by attending Customer Contact Expo and attending weekly webinars with a variety of suppliers and training providers.• Commenced studying for Institute of Leadership & Management Diploma.
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Head Of Contact Centre Operations/ Head Of Property LawCountrywide Property Lawyers Feb 2014 - Jun 2015Manchester, United KingdomI had joint operational management responsibility for the Manchester Property Law contact centre. Delivering an annual turnover of £12 million, a Gross Profit of £6.5 million and helping 12500 customers move home in 2015. Senior Account Management responsibility for Estate Agency and Mortgage Services subsidiaries along with Countrywide Land & New Homes growing active instruction levels by 30%.I had the privilege of being trained by Michael Heppell as a Hearts and Minds Ambassador and helped deliver this world class customer service programme to the Manchester centre. In response to a changing employment market I developed a new role of Paralegal to help build centre capacity and provide employment opportunities. Leveraging the benefits of a new ACD system, improved our customer contact strategy to reduce customer effort and deliver improved levels of customer and introducer satisfaction.By proactively changing the service culture, analysing and refining operational procedures I improved customer satisfaction and reduced complaints in addition to reducing transactional operating costs. -
Head Of SalesCountrywide Property Lawyers May 2009 - Feb 2014Manchester, United KingdomThis was new role for the business and I was given the autonomy to make the role my own and stamp my mark on it. I took over a New Business team, responsible for processing all new instructions into the Conveyancing Division (in excess of 75k p.a.), and an existing sales operation, improving their performance from delivering income of £200k p.a. to delivering in excess of £1 million p.a., On the back of this I was asked to set up a new sales operation for Countrywide Surveying Services, transferring the operation from Castle Donington to Manchester. From the decision being made at the beginning of August we went live at the beginning of October and generated an extra £500k of incremental income, in addition to £2.5 million forecast, in the first three months of operation.My new role meant that I was responsible for co-ordination of all Corporate tenders for the Conveyancing Division, working closely with Corporate Business Team. We were successful in winning Tesco Bank and HSBC contracts which created employment opportunities for a large number of people.Countywide introduced an employee engagement survey in 2013 and I was proud to deliver the highest engagement scores in the company for two years running.
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Operations ManagerCountrywide Property Lawyers Feb 2003 - May 2009Manchester, United KingdomMy new role involved establishing a 150 seat contact centre, centralising the customer service function for 5 property law centres – initially responsible for recruitment of all staff, development and documentation of internal policies and procedures, Performance Management, staff scheduling, management of ACD system and facilities planning.
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Operations ManagerHolidayline - Airtours Holidays (Mytravel Plc) Jan 2000 - Feb 2003Manchester, United KingdomI had the opportunity to work in the industry that is my passion – Travel.As one 3 Operations Manager in Manchester I had sales and operational responsibility for a predominantly inbound call centre, part of a three site virtual call centre operation receiving in excess of two million calls per annum. I was directly responsible for 8 Team Managers and approximately 150 Sales Consultants.I spent 8 months seconded to the ‘Travelcat’ project team to roll out a new CRM system to the Mytravel retail network – reviewing, devising and documenting all processes and ensuring a smooth implementation to business, ensuring business as usual and within budgetary requirements.
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Service Team Manager - Corporate MembershipBupa Jan 1999 - Dec 1999Salford QuaysAfter a management restructure that saw a third of the management team lose their jobs I was appointed to this role.I was responsible for a customer facing team of Credit Controllers and Underwriters. Ensuring that all Levels of Service are achieved and exceeded. We were responsible for collection of £200 million of Corporate Debt My man brief was to integrate the Department into the newly restructured UK Service Call Centre, moving from a process driven to a customer service driven environment, reviewing all processes and recommending improvements where appropriate. Developing performance and service standards for the department.I also worked closely with Corporate Sales to refine the administration and billing of all our Corporate groups. -
Service Leader - Member ServicesBupa Sep 1997 - Jan 1999Salford QuaysBUPA was the best company I have worked for in terms of staff development; I received so much training in all aspects of management and it was refreshing to have a company invest so much in you as an individual.I was part of a fantastic team who had responsibility for day to day operation of the Salford Quays Call Centre receiving approximately 36,000 inbound calls per week, ensuring that all resources are being utilised effectively, devising and actioning contingencies where necessary and reporting daily to the UK Service Managers.
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VariousYorkshire Bank Aug 1984 - Sep 1997I started work fresh faced with a full head of hair and a cheap suit. I was on the Bank’s Management Development programme that fast tracked me to a supervisory/people management position in a short space of time working at various branches across the country.I had some brilliant mentors and learned so much from them and all of my colleagues. In my time at the Bank I became skilled in;• Customer Service• People Management• Operations Management• Project Delivery• Sales Management• Culture Change• Change Management• Training• Performance ManagementA large part of my role was lending money to businesses and this gave me the opportunity to learn how all types of business were run and fully understand the financials that drive performance.The hair has gone but I like to think that my suits have got better...
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Frequently Asked Questions about Mark Fearnley
What company does Mark Fearnley work for?
Mark Fearnley works for Blume
What is Mark Fearnley's role at the current company?
Mark Fearnley's current role is Contact Centre Operations Manager at Blume.
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Mark Fearnley's email address is mf****@****s.co.uk
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Mark Fearnley's direct phone number is +4484484*****
What skills is Mark Fearnley known for?
Mark Fearnley has skills like Management, New Business Development, Sales, Team Leadership, Negotiation, Leadership, Customer Service, Real Estate, Operations Management, Change Management, Customer Relations, Performance Management.
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Mark Fearnley
Supporting Organisations To Deliver Digital Training Transformation For Over 17 YearsLeeds1dynamicbusiness.co.uk -
Mark Fearnley
Newton-Le-Willows -
Mark Fearnley
West Midlands -
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