Mark Phillips is a seasoned professional in the insurance industry, currently serving as the Head of Customer Service at Source Insurance Ltd. With a robust background in contact centre management, Mark has been instrumental in transforming the customer service landscape within the organization. He leads...
Mark Phillips is a seasoned professional in the insurance industry, currently serving as the Head of Customer Service at Source Insurance Ltd. With a robust background in contact centre management, Mark has been instrumental in transforming the customer service landscape within the organization. He leads a dynamic digital contact centre that is pivotal to the company’s operational success, focusing on enhancing customer experience across multiple channels, including telephony, instant messaging, and social media.
Under Mark's leadership, the contact centre has not only improved its performance metrics but has also embraced a culture of continuous improvement. He is passionate about driving productivity and quality, ensuring that the team is equipped with the necessary skills and tools to excel. Mark’s expertise in coaching and mentoring has fostered a strong team-building environment, where personal development is prioritized. This approach has resulted in higher employee engagement and satisfaction, which directly translates to improved customer interactions.
Key projects led by Mark include the implementation of innovative customer service technologies that streamline processes and enhance responsiveness. His strategic vision is complemented by a strong foundation in health insurance, underwriting, and sales management, allowing him to navigate complex challenges and deliver tailored solutions. Mark’s commitment to leadership development ensures that the team not only meets but exceeds customer expectations, solidifying Source Insurance Ltd’s reputation as a leader in the financial services sector. Through his efforts, Mark continues to set the standard for excellence in customer service, driving the company towards sustained growth and success.
