Mark Hughes

Senior Customer Service Manager Uk & Ireland @Viking UK

GB

Key Achievements- Led the project for and directly managed a full restructuring of the Customer Services division for the UK and Ireland. Generating a 67% increase in Cross Sell and Up Sell revenue from Sep 24 to April 25. Also generating a YoY cost saving of £300k year to date- Led a project to drive improved efficiency across all teams that enabled the UKIE Customer Services Division, including the introduction of skill based routing for calls, to become the highest achievers in Europe for productivity- Achieved an increase in Adviser CSAT from 4.07 in Q4 2024 to 4.26 in Q1 2025. Responsibilities- Leadership of the full Viking Customer Service Operations and Strategy for the UK and Ireland region. A total of 120 FTE across 3 sites- Including a Training and Quality team, a Resource Management team, 5 Customer Operations teams, 1 Order/Sales team and two Back Office functions- Full accountability for the Viking UKIE Trust Pilot score and Internal Customer Satisfaction metric- Ownership and management of a £2.5million budget- Drive outstanding employee engagement focused around our customers and achieving results- Lead an effective strategy for resource management and optimisation across multiple channels and countries. Including phone, email and chat- Accountable for a Sales function generating £10million in offline orders per annum- Member of the Senior Management team for Viking UKIE- Collaboration with Directors/Senior Leaders from key business areas including Logistics, Finance, Sales, Marketing, Legal, and HR to drive organisational improvements and achieve P+L objectives.

Coventry University

Bachelor of Arts (BA)