Mark Herlihy

Observer
DISC Type : ic

Head of Customer Service at Policy Expert

United Kingdom

Overview

Mark Herlihy is an experienced Head of Customer Service with a background in financial services and utilities. He specializes in leading operational change and cultivating customer-centric teams in both B2C and B2B environments, ensuring compliance in highly regulated sectors.


He has a proven track record of improving brand reputation, highlighted by a significant improvement to a previous companys Trustpilot score under his leadership.

Personality Overview

Curious

Example Seeker

Assertive

They can sound friendly and charming but can quickly change gears to become inquisitive and probing.  They often ask many questions and rely heavily on information and documentation. They are generally good communicators and can be hard to convince.

Topics They Care About

Customer-Centric Culture
Passionate about cultivating teams where the "voice of the customer" is at the heart of all operational changes and every team member feels valued.
Operational Transformation
Repeatedly proven in leading large-scale operational change and driving efficiencies in highly regulated sectors like utilities and financial services.
Team Development
Actively hiring for his team, showing a current focus on talent acquisition and building internal capabilities from the ground up.

Media Appearances

Mark has no verified media appearances

Work History

4-2025
Head of Customer Service at Policy Expert
7-2023 - 3-2025
Head of Customer Contact at Yu Energy
10-2021 - 6-2023
Customer Service Operations Manager at Opus Energy
12-2019 - 5-2020
Onboarding Lead at Opus Energy
2-2018 - 9-2021
Credit Operations Excellence Manager at Opus Energy

Education

2002 - 2002
Credit Services Association City and Guild Diploma in Debt Collection from City and Guilds
1998 - 1999
Business Studies and Information Systems from University of Northampton

More Information

Social Presence :

Prographics :

Exp : 24 Location : United Kingdom Job Level : Mid-senior Designation : Head of Customer Service at Policy Expert
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Insights For Selling To Mark

During A Call Or A Meeting

DO's

  • Invite them for a social do but don’t rely solely on the relationship
  • Help them understand the risk aspect fully while inspiring confidence
  • Focus on immediate action-items rather than the larger goals

DONT's

  • Don’t brush off any concerns, take all questions seriously
  • Don’t try to rush them into a decision, provide all necessary information first
  • Don’t rely excessively on your relationship with them to win the deal

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Mark is

  • Clear proof of product value matters to them, followed by others' testimonials and rapport.
  • Will you ever get a clear answer from Mark

  • They are practical and friendly, don't expect a clear-cut response often.

Insights For Deal Planning

    How fast (or slow) will Mark move?

  • They like to be detailed and take their time to arrive at decisions.
  • Can Mark take some risk or not?

  • They systematically evaluate all decisions and are unlikely to take many risks.

You And Mark

Personality Compatibility


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