Mark Herlihy in

Mark Herlihy

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Head of Customer Service at Policy Expert
📍 United Kingdom

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.

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Experience
24 Years
Current Role
Head of Customer Service
Job Level
Mid-senior
Location
United Kingdom
Personality Overview

How Mark shows up

Communication Style
Decision Approach
Work Preference

Behavioral traits and communication patterns that shape how this person evaluates opportunities, builds trust, and makes decisions in professional settings.

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Priorities

Topics Mark cares 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.
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Career

Work history

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

Media appearances

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Education
2002 - 2002
Credit Services Association City and Guild Diploma in Debt Collection
City and Guilds
1998 - 1999
Business Studies and Information Systems
University of Northampton
Social presence
in
Behavioral profile

DISC profile (public)

DISC behavioral profile

Dominance, influence, steadiness, and calculativeness scores with guidance on how this person prefers to communicate and decide.

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