Fibrus People Spotlight August 2024 Q&A

• Name:

Marcus Gilmore

• Job title:

Customer Service Operations Manager

• Where are you from?

I’m originally from Belfast but now living in Ballyclare.

• What do you like to do in your free time?

I’m recently retired from playing, but I still love watching sport. Football and basketball dominates the TV in our house. Both of my daughters will watch along, so I don’t see that changing any time soon.

• How do you like to wind down from your day?

A TV show or a movie; the escapism helps me switch off from work mode and allows me to disengage my brain for the remainder of the night.

• What does your typical day in Fibrus look like?

My purpose is to lead a world class customer service operation which starts with ensuring the people I’m leading are taken care of.  As the old saying goes, if you look after your staff, the staff will look after the customer. So every task I complete and decision I make, I try to do with a smile on my face. Normally you’ll find me relentlessly looking at ways in which I can improve the operation or improving our customer’s experience with Fibrus.

• What’s a work-related accomplishment that you’re really proud of?

2023 was an incredible year for me professionally. We won Customer Centre of the Year at the CCNNI Awards in October which really validated the monumental efforts we’d put in, making our customer service centre one of the best in the industry. The icing on the cake was winning Best Contact Centre Manager at the CCNNI Awards.

• What’s your go-to productivity trick?

In-between lists!! This is my go-to work hack. Make a list of smaller tasks that can be completed in between meetings or waiting for the kettle to boil such as sending that email you’ve been putting off or the file you need to upload. Kill time by doing some micro tasks rather than wasting it hanging around. This leaves the bigger segments of the day for the mission critical tasks!

• What led you to this career?

My previous boss, Stephen Riley made me aware of my current role, and I quickly jumped at the opportunity of working under him again. His leadership has always brought out the best in me, so reuniting in Fibrus was the perfect situation for me to evolve as a leader.

• What motivates you at work?

I’m surrounded by talented people and have the pleasure of leading an award-winning team. Knowing that these people count on me to not only be at my very best, but also bring energy into the office each day, keeps me at the top of game. That, and some music at the back of the room!!

• What book, movie, music, etc. changed your outlook on life?

The book itself didn’t change my outlook on life, but what it represented did. My youngest daughter Raina was in NICU for 3 months, so I read her a chapter of Harry Potter every night until the day she got home. It taught me to appreciate the small moments in life and also what a joy it is to share one of your loves with someone else.

• What’s the top destination on your must-visit list?

My must visit and favourite place in the world is Orlando. It checks all the boxes between great weather, great food, great shopping and most importantly theme parks!! I’ve visited many great cities from Paris, Toronto and New York but nothing hits quite like a loop at 80mph over a lagoon in 35C heat with a belly full of Butterbeer!