FSG Reactive Team - An insight into some of the team members

Sue Topham - Client Delivery Manager

Sue’s role is to ensure that the service delivery of the reactive team is in alignment with client expectations, and to provide an Operational Account Management role to Managed Solutions and direct clients.

Paul Mackay – Customer Services Team Leader

Paul looks after any escalations and complaints which may come through via the Reactive department. His role also manages the processes within the Reactive Customer Services department and improve where possible making the department more efficient and remain customer focused.

Paul Anthony – Operations Manager - Scotland

Paul has over 30 years experience in Facilities Management, and Construction.

Although he runs the Scottish office, he has working experience in all FSG departments and Regional Locations. Paul has been employed with the company since 1996 and was responsible for the start up of this business in Scotland.

Daniel Thomas – Operational Account Manager falls under reactive and compliance

Daniel's role entails performance management of key accounts, reporting, process control management and account growth. The role allows FSG to highlight any ways to improve the operational service delivery and tailor its model to work in line with that of the client. Daniel is there to ensure that FSG and the client are working as one. Daniel has sound in-depth knowledge of the business and worked his way up from the Helpdesk and covering Escalation/Team Leader Management to Mobilisation Manager prior taking on the role of Operational Account Manager. Daniel has worked with a wide range of FSG clients including Starbucks, Debenhams, Gondola and Swinton.