Mark's Story

What do you do now, and what does your current work involve?

 

I am currently a Customer Service Manager for a children’s clothing company. In this role, I oversee the entire customer service side of the business, ensuring that all customer enquiries are responded to promptly and effectively. This includes communication across multiple channels such as email, phone calls, SMS, live chat and social media.

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I also work closely with a small team of staff, providing support and guidance where needed, and I act as the main point of contact for any customer queries or issues that arise. My role focusses on maintaining a high standard of customer care and ensuring a positive experience for all customers.

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What do you regard as your first career or the path you originally started out in?

 

I have always had a strong interest in fashion, but growing up I never initially pursued it as a career because I felt pressure to present myself in a certain way. However, everything changed when I was given the opportunity to work at Harvey Nichols, which was my first role in the fashion industry. That experience was a real turning point for me. I’ve always had a natural ability to connect with customers, and being able to combine that with my passion for fashion and beauty made the role incredibly rewarding. It ultimately shaped the career path I chose to follow.

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Have there been any other careers, roles or industries you’ve worked in along the way, including any detours, pivots or unexpected chapters in your career journey?

 

I’ve had a few different roles and some unexpected detours along the way. My first job was in a warehouse, picking and packing laundry for a company called Initial, which supplied hotels and restaurants with bed linen, towels and napkins. Part of my role involved sorting through the used items, which, to be honest, wasn’t always pleasant. I got the job through my dad, who worked there, and a family friend who was the manager.

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My second job was in a betting shop, something I never would have imagined myself doing. Again, I was given the opportunity through a friend, so I didn’t go through a formal application process. However, that role gave me valuable experience handling cash and working face-to-face with customers.

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From there, I moved into banking, starting as a cashier and eventually becoming a Counter Manager. This helped me build strong customer service and leadership skills, which ultimately led me into my role at Harvey Nichols.

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Looking back, these first jobs weren’t paths I would have chosen or even considered, but they gave me important experience and helped shape the direction of my career.

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Looking back across your career so far, what prompted some of those changes in direction?

 

Looking back, many of the changes in my career were influenced by where I was in my life at the time. My first two jobs were opportunities that came to me while I was still figuring out who I was, both personally and professionally. Although I knew I was gay, I wasn’t fully comfortable being open about it, and those roles were in quite male-dominated environments that didn’t naturally align with who I felt I was.

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Working in the betting shop gave me strong experience in cash handling and customer interaction, but I was looking for something more challenging, as well as a better work-life balance. The long hours, often working late into the evening, pushed me to look for a change, which is what led me into banking. There, I was able to build on my existing skills while also progressing into a more structured role, eventually becoming a Counter Manager.

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My move from Harvey Nichols to Childsplay Clothing was influenced by a few factors. Work-life balance was a big one, as my commute to Harvey Nichols involved two trains each day, whereas my current role is a much shorter and more manageable drive. I was also made redundant at one point when my department closed, although I was later asked to return and support another department, where I stayed for a few more years.

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Were there particular moments, opportunities or realisations that encouraged you to try something different?

 

There were definitely key moments and opportunities that encouraged me to try something different. During my time at Harvey Nichols, I had a manager who was incredibly supportive and gave me the chance to experience areas beyond my core role. This included getting involved in a variety of in-store events and projects, which really broadened my perspective.

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I built strong friendships within the store and was fortunate to be part of some amazing events, including styling with Vogue, a Victoria Beckham event and a Procter & Gamble event. Whenever something was happening, I was keen to be involved and contribute wherever I could.

 

Being part of these experiences really deepened my passion for styling and fashion. It made me realise that fashion is about so much more than just clothing, it’s about brand identity, creativity and how everything comes together to create an experience. Those moments played a big role in shaping my interests and encouraging me to explore new directions within the industry.

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What were some of the biggest challenges you faced when changing path?

 

One of the biggest challenges I faced when changing paths was during my time in banking. I was promoted to a management role at a relatively young age, and many of the team members I managed were older and had been in the role much longer than me. Sometimes it felt difficult to gain their trust and for them to feel comfortable taking direction from someone younger and less experienced in the role.

 

Another challenge was that, prior to banking, I had mainly worked in environments where I knew people, such as family or friends. Moving into the bank was the first time I had really stepped out of that comfort zone and had to establish myself independently, which I found quite daunting, especially as I don’t naturally find change easy.

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I also found the nature of banking itself challenging. There was a strong focus on sales targets, which didn’t align with my personal approach to customer service. I’ve always been more focussed on helping people rather than selling to them, so working in an environment where performance was measured in that way was difficult for me.

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What helped you most in navigating those career transitions?

 

What helped me most in navigating those career transitions was staying true to my strengths and values. I’ve always prioritised service over sales, and during my time in banking, I realised that a sales-driven environment didn’t suit me. Moving into a Counter Manager role allowed me to step away from the pressure of selling and instead focus on cash management and supporting the team, which was a much better fit for my skill set.

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When it came to managing a team with more experienced and older colleagues, I found that my approach to communication made a big difference. Rather than directing people or telling them what to do, I made a conscious effort to involve them in conversations, ask for their opinions, and work collaboratively. Being open, approachable and respectful helped build stronger relationships and created a more positive working environment.

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Overall, understanding what worked for me, adapting my approach, and focussing on strong communication really helped me navigate my transitions successfully.

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What has surprised you most about where your career has taken you?

 

What has surprised me most is how much I genuinely enjoy my work. You often hear people complain about their jobs or dread going in, but I’ve been lucky enough to find something I truly love. I have a real passion for fashion, and being able to work in an industry I enjoy has made a huge difference to my overall happiness and motivation.

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Another big surprise was the experiences I had during my time at Harvey Nichols. It opened up a completely new world to me. I had opportunities I never would have imagined, such as working on events with Vogue, selecting accessories for shoots, and being involved in high-profile brand events. I even had moments like serving Victoria Beckham at an event, seeing the Spice Girls together, and being in the same space as Beyoncé. Those were experiences I could only have dreamed of before, and they really highlighted how far my career had taken me.

 

What practical advice would you give to someone who is considering a career change but isn’t sure where to begin?

 

Focus on finding something you truly love and then seek a career in that area, I wish I had started exploring my passions earlier, but I was too embarrassed or hesitant to take the leap. Don’t be afraid to start at the bottom, getting your foot in the door in an industry you’re passionate about, even in an entry-level role, gives you the chance to learn, grow and work your way up. Starting from the ground up will help you gain experience, develop skills, and, most importantly, make you enjoy your work even more.

 

Looking back now, what key lessons or reflections would you share with others thinking about changing careers?

 

Care less about what other people think and believe in yourself more. When I was younger, I let other people’s opinions hold me back, and it stopped me from pursuing what I truly loved. Most importantly, don’t be afraid of failing. Every experience, even the ones that don’t go perfectly, teaches you something valuable and can guide you towards the right path. Taking risks, trusting yourself and being willing to step outside your comfort zone are what ultimately help you grow and find a career you’re truly passionate about.

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To follow Mark’s journey and connect with him, find him on LinkedIn, Instagram at @markkiley and TikTok at @markkiley