1. Curriculum Vitae
Mark Atkinson
26 Halstead Street
Bolton
BL2 1AH
Contact No 01204 781888 – 07539 204 607
D.O.B. 11.03.74
PROFILE
I am a dynamic determined, conscientious, individual, with particularly strong inter-
personal skills. I am analytical, target driven, yet always willing to assist others.
Excellent communicator, who is comfortable dealing with people at all levels. A
strong negotiator, willing to go that extra mile to achieve personal goals yet
maintaining customer satisfaction at all times.
I have strong leadership qualities and function extremely well within a team
environment. I enjoy stepping forward and taking control, as well as supporting my
colleagues through offering support and guidance where necessary.
Communication is the key to a successful business solution, and is fundamental to
producing clarity within a working environment. To be able to converse and convey
with confidence demonstrates influence and control.
I love to learn; I have the confidence to ask the relevant questions, always focusing
on success in the chosen field. I see my ambition as a positive driving force that
allows me to accomplish my goals.
SKILLS
• Good Customer Service skills developed in installation and office based
environments.
• Good computer skills.
• Excellent problem solving skills
• Can work on own initiative or as part of a team
• Customer focused whilst protecting the brand that I represent
OBJECTIVE
To gain a creative and challenging position, within a progressive company offering
ample opportunity for career development.
It is important to me that my work makes a positive contribution to the success of
the company and in turn enhances my personal development.

2. Employment History
Deanhouse PLC trading as Betta Living
Senior Bathroom Installation Manager (June 2010 present)
I currently work for Betta Living reporting directly to the Installation Director with key
responsibilities offering solutions to day to day running of bathroom installations. Further
work that I am responsible for, to include installer and surveyor recruitment and ongoing
training, set up installation department, create installation fit estimate, installer terms and
conditions, Betta Living bathroom guarantees along with terms and conditions for the
brand. Carry out remedial/warranty work to budget.
Responsibilities:
• Manage complete bathroom installations from start to finish, updating customers on
their orders amending or adding contracts where required. Raising and placing
remedial orders where necessary for customers nationwide.
• Manage surveyors, ensuring SLA targets are met and retrain where repeated issues
arise and trends are noted.
• Manage and monitor installers/surveyors nationwide and 2 internal office based
employees.
• Allocate new bathroom projects to the correct installer based on their correct skill
set.
• Manage monthly budget for remedial works.
• Attend site inspections where required and negotiate appropriate remedial work.
• Recruit surveyors and installers.
• Monitor incomplete installations report log ensuring all required materials have
been ordered, arrange installers to carry out the remedial work.
• Arrange quarterly meeting with installers and surveyors to discuss issues and
delays reported in the previous quarter in order to resolve and improve our service,
providing a better overall service, both for the installer and our clients.
• Arrange weekly installation meeting to discuss incomplete installations, installer
competency, customer complaints, overall service levels, website reviews and
upcoming business with Director of Installations.
• Negotiate compensation claims, TFO claims and court claims either by telephone,
email, letter and face to face meetings with clients their solicitors or by court
appearance.
• Responsible for staffing levels for office based and field based positions
• Update and monitor installer PLI expiry dates, DBS checks, electrical competency.

3. HomeForm Group
Senior Warranty Assessor- Scheduler- Project Manager(January 2005 – 2010
(redundant June 2010)
Worked for the Home Form Group trading as Moben Kitchens, Kitchens Direct and Dolphin
Bathrooms. I was the Senior Warranty Coordinator/Project manager/Scheduler covering
the whole of the UK, Scotland and Wales. In my role my responsibilities were the daily
scheduling of kitchen and bathroom remedial work which requires good organisation and
communication skills. My remit is to manage the expectations of the client whilst protecting
the brand and reducing spend year on year.
Responsibilities:
• Arrange work for PAYE and subcontract installers
• Provide delivery and remedial dates for the customer
• Liaise with other departments at all levels and courier companies to ensure
delivery and remedial dates are met on time in full.
• Organise installers paper work and authorise all payments that are to be
received for the remedial’s
• Book additional builders, tilers and plasterers where needed
• Assess all warranty claims and letters in line with company policy
• Reduce spend year on year
• Respond to all queries by letter, telephone and email
Achievements:
I started off as customer service advisor taking inbound calls and following up any
queries customers may have. I have since been promoted and am now responsible
for 15 remedial fitters and a team of 8 office based staff plus tasked with reducing
spend on our current half a million pound labour budget. Ensuring all warranty
queries are dealt with in the correct manner in line with company policies,
arranging all deliveries and remedial dates as agreed. I am a mentor to my other
team members and am responsible for all training that needs to take place in my
department. This a fast paced and multi faceted job that requires you to be pro-
active, be able to think on your feet and respond in rapid time to any situation that is
presented to you. The vocation has enabled me to prove my ability in a highly
pressurised managerial position, controlling and organising residential installations
of bathroom and kitchens.

4. Computer packages used
Word. Excel. AS400. PowerPoint.
Redman’s Delicatessen
Retail Manager (July 1990 – December 2003)
Role:
• Responsible for staff recruitment. Staff Rota’s
• To ensure correct stock levels, stock rotation
• Day to day running of shop
• Assisting customers with their needs and queries
Achievements:
I started work as a sales assistant and progressed onto Relief manager for the
company’s 10 shops within 18 months. This followed onto running and managing
my own shop after 3 years. I held the Basic Food Hygiene certificate during my time
with the company. Unfortunately the company went into liquidation so I was made
redundant.
Education History
Withins High School Bolton
6 GCSE’s including Maths, English, Science, French, Geography and PE.
Hobbies and interests
I spend most of my time with my family especially my 5 year old daughter Rebecca. I
like watching and playing sports of all types and having good quality social time.
References
Available on request