Serving happiness:
it’s what we do.

We provide tech-led, high-quality customer care for some of the UK’s top companies. But we’re not just a contact centre; we’re your partner for growth. We use our decades of expertise to help our clients transform their businesses by boosting efficiency, fostering brand reputation, and providing first-class customer service.

Our journey so far.

In 2012, we started out with a small, shared office space in Greater Manchester, answering social media queries for our first ever client. Since then we’ve become 24/7, multilingual, and omnichannel, and even launched our sister company, Gnatta, to create our own cutting edge customer service technology.

Now we work with numerous household name brands to manage their contact centres and communication strategies, providing excellent customer care to every customer.

We put family first.

We never wanted to be a soulless business that measures success by the bottom line. We’re family-led and that means we care about the well-being of every member of our company. We’re always finding new ways to go above and beyond to make sure our employees have everything they need to succeed.

And we routinely hire and promote internally to nurture career growth, meaning your business benefits from the knowledge industry veterans. Customer care is in our blood.

Meet your team.

Tony O’Farrell

CEO

At FM Outsource, we share in our clients’ goal of providing an unrivalled customer experience that leads to boosted revenue, greater customer satisfaction, and long-term brand loyalty. That’s what we strive for day in, day out. Not just because their success is vital to the success of our own business, but because we care.

Jenny Bowles

Managing Director

Gary Lloyd

Head of Operations

Carole Ray

Recruitment & Training Lead

Our aim is to elevate our clients’ customer service so that they can maximise efficiency, reduce costs and continue to grow their business. We achieve this by delivering on three core elements: people, processes, and technology. It’s with this winning combination in place that we are able to set our clients up for commercial success.

Martin Brown

Chief Commercial Officer

Kirsty Robinson

Head of Marketing

Jonny Campbell

Head of Customer Growth & Retention

Carly Freeman

Head of People

Fiona Abrams, Vice President of Customer Service

Partnering with an outsourced customer service is a hard choice to make, however we feel confident we’ve made the right one. FM Outsource’s expertise and professionalism have exceeded our expectations.

Customer service is such an important aspect of any business, especially for e-commerce like Brayola where the customer experience is everything. We are excited to see what the partnership will cotinue to bring, not just for the business but, most importantly, for our customers.

Gender Pay Gap Report 2022

Every year the government asks companies to report on their gender pay gap. The report shows the difference between the average earnings of men and women across the entire company and is designed as a barometer for brands to enact necessary change. 

Want to be part of the team?

Every new recruit becomes part of our family as soon as they join us.

Want to learn more about what it’s like to work with us?

Careers at FMO

Get in touch.

If you’re ready to elevate your customer service to provide a better experience, speak to our UK-based experts today. We’re on hand to help you find the best solution for your requirements.

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