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“Everything I’ve ever done in my career has been about delivering great customer service and ensuring clients are happy. Whatever I do, I do it well and go above and beyond expectations. I love problem solving, thinking on my feet and coming up with bespoke solutions that delight the customer.”
Mark is one of the gems who joined our team in the midst of the global pandemic. He found himself thrust into a new career path after the aviation industry – where he had spent much of his career – came to a very abrupt stop.
“My skills have transferred from aviation to the work I’m doing at Facilities First because a customer is a customer.
I believe in listening to people and hearing what they have to say… understanding how they are feeling and then trying to find solutions to deliver what they want. I feel very strongly that people feel empowered to put forward their ideas. My site supervisors live and breathe the work every day so I take guidance from them as to how we can do things better. You get the best ideas when people have a voice, when they are empowered and when you work together as a team.
It’s also important to have two way communication between both clients and internal stakeholders. I love a role where I have internal and external customers/stakeholders. It’s about being able to deliver for my clients but also ensuring internal stakeholders have what they need to do their jobs. I have spent my career doing that in the aviation industry and now I get to bring those skills to Facilities First.”
As National Account Manager, Mark is the subject matter expert for his client – IKEA.
“I’m the single point of contact for this account. Many of the Client Services Managers have a bigger portfolio than just one client so I am the conduit between the client and our team. It’s a great role for me to be in as I can evolve it and make it my own. That’s quite an organic process.
If something isn’t working well, I like challenging what we do. When we look at why we do things a certain way it presents a big opportunity to make a positive change.
Mark has travelled the world over his career. Travel is a passion that will stay with him always. He also loves winter sports – snowboarding and skiing – and his West Highland Terriers. On the weekend you’ll also often find him indulging in one of his other interests – landscaping – by spending time in the garden or even doing garden makeovers for friends.