FM Outsource, a Bury-based provider of innovative outsourced customer service solutions for some of the UK’s top brands, is celebrating 10 years in business, following a sustained period of growth.

Over the past three years, the business’s revenue has soared by 67%, due to its work supporting major household names including Hotel Chocolat, FedEx, Pret A Manger and Superdrug.

FM Outsource helps a wide range of clients to improve their customer experience and boost loyalty and sentiment by providing 24/7, multilingual, and omnichannel customer care, powered by cutting-edge proprietary technology that customers love.

A leading employer in the local area, FM Outsource has also recently expanded its headcount plans to more than 750, the highest figure since its inception in 2012. The business consistently invests in its employees’ wellbeing and professional development, and is currently introducing a new recruitment and learning management system to improve training and upskilling for employees, and ensure they have everything they need to succeed.


To mark its 10th anniversary and continuing success, FM Outsource recently held an awards ceremony to celebrate and reward its team for their ongoing commitment and hard work throughout the last decade.

Commenting on the business’s milestone and growth, Martin Brown, CCO of FM Outsource, said: “Since our launch our key goal has remained the same: providing an unrivalled customer experience to our clients’ customers that leads to greater customer satisfaction, and long-term brand loyalty, higher lifetime value and ultimately, increased revenues for our clients.

“To achieve this, we are continually evolving our thinking, our offering and the technology behind it, ensuring we can meet the ever-changing expectations and demands of clients as well as their customers, offering them an unrivalled experience.

“The growth we have experienced is a testament to the consistently impressive work and dedication of our team, and our agility and ability to adapt across the whole company.

“Looking ahead, we are planning to build on the fantastic growth of the past 10 years, by providing our services to an expanding roster of leading brands.”