How The Optimise Model Works

Build full time operational capacity without expanding UK headcount

At Optimise, we understand the challenges that UK businesses face when it comes to finding the right talent and optimising their operations.

Our promise to you is simple yet powerful: we’re here to make your experience the best and most seamless process ever.

We’ve identified the common headaches you endure, such as high costs, lengthy hiring processes, binding long-term contracts, and inherent risks.

To counter these woes, we offer you reduced costs, access to top-notch talent, a faster time-to-hire, and a commitment to flexibility with no long-term contracts.

We’re your partners in simplifying your business processes so you can focus on what you do best.

Let us be the bridge that connects you to the incredible talent pool in Nairobi, ensuring your success while minimising your challenges.

Supporting UK ecommerce and operational teams

Working with UK businesses across multiple sectors

Full time professionals placed

Trusted by growing UK businesses

Why growing UK businesses choose the Optimise model

The Optimise model is built for UK businesses that need reliable full time support without increasing UK headcount and fixed payroll exposure.

Rather than using shared outsourced support, our clients add dedicated professionals in Nairobi who work UK hours, integrate into their systems, and become a consistent part of the team.

It gives growing businesses a practical way to create capacity across operations, customer service, finance, administration, and support functions, while keeping day to day control inside the business.

Built for SMEs that want quality and control

Optimise is designed for growing SMEs that need more capacity but still want high standards, clear communication, and direct support over their work.

This is not a shared contact centre model, and it is not built for businesses looking for the lowest cost option at any cost to quality.

It is a structured operating model for businesses that want dedicated people, recruited carefully, working as part of their team, with Optimise handling employment, payroll, HR, and local compliance.

Built by founders who understand

Optimise was created by Robert and Maureen Fernandez, combining founder-led commercial experience with a strong understanding of the operational realities growing businesses face.

Robert brings direct experience as a UK e-commerce founder who scaled a business beyond £10m in revenue while managing international supply and operational teams over 20 years.

Together, that perspective helped shape a model built to give growing businesses a practical way to add reliable capacity without increasing UK cost exposure.

That founder-led perspective shapes the way Optimise recruits, supports, and structures each placement.

Robert Fernandez
Co-Founder
Optimise

Maureen Fernandez
Co-Founder
Optimise

Why this works better than typical offshore models

Many businesses have heard mixed stories about offshoring because they associate it with low quality, poor responsiveness, or shared support environments.

The Optimise model is different.

Each professional works full time for one business, during UK hours, inside the client’s systems and processes. That means stronger accountability, better continuity, and a structure that feels far closer to adding a real team member than outsourcing work to an external provider.

Proof that the model works inside growing businesses

The strongest proof of any operating model is what happens after the first hire.

Optimise clients are not only hiring successfully, they are returning to add more roles as the structure proves itself in the business.

That matters because businesses do not expand a model that is not delivering. Repeat hiring is one of the clearest signs that the quality, support, and day to day integration are working as intended.

Customer Testimonials

“For some roles, we were recruiting frequently and struggling to attract people who would stay with the business long term.Working with Optimise has enabled us to recruit high quality candidates quickly through a structured screening process.Securing long term team members has reduced training and administration and brought greater stability across the team.”

James Philips, Managing Director, Cosatto

“As customer volumes increased, our small team was managing multiple contact channels and response times were beginning to stretch.Since Optimise took ownership of live chat, the pressure on the team has eased significantly.We’ve been able to focus on quality again while providing faster, more consistent support for our customers.”

Dee Anderson, Head of Customer Service, Cosatto

“Working with Optimise has given us reliable day-to-day support and greater stability as the business has grown. Having dedicated resource in place has reduced pressure on the internal team, improved consistency, and made it easier to manage workload while maintaining service levels.”

Adam Leah, Founder and Director, Direct Heating Group

“As Cosatto’s e-commerce team worked through a period of change and growth, team capacity was stretched across both the UK business and international stores.Since Derrick joined through Optimise, he has integrated seamlessly into the team and now supports key parts of the day-to-day site operation. This has improved handovers, reduced delays, and freed up more time for strategic work, especially during busier trading periods.”

Lena Holder, Head of Digital & E-commerce, Cosatto

Fast hiring, without compromising on calibre

One of the reasons the Optimise model works is that businesses can hire quickly while still maintaining quality.

In recent discussions, clients highlighted both the speed of the process and the strength of the candidates presented.

In one example, a finance role was filled in roughly two to three weeks, with feedback that the calibre exceeded expectations.

How the optimise model works, simple steps

Step 1
We recruit and present pre screened candidates aligned to your role and systems

Step 2
You select your preferred candidate and onboard them into your team and processes

Step 3
Your Optimise professional works full time for your business during UK hours, reporting to you day to day

Support note
Optimise manages employment, payroll, HR, compliance, and ongoing performance support.

What clients value once the model is in place

Clients typically value four things once their Optimise professional is embedded in the business:

Dedicated support focused only on their business
Reliable day to day communication during UK hours
Reduced pressure on UK based teams
A structure that makes it easier to scale support without expanding UK payroll
Over time, this leads to stronger consistency, better stability in the team, and more confidence in how operational work is being handled.

How the structure reduces risk

Optimise is built to remove the friction that often makes hiring feel heavy for SMEs.

Your Optimise professional becomes a consistent, long term member of your operation.

That means businesses can add full time support in a way that feels structured, flexible, and lower risk than adding UK headcount too early.

A model designed to feel practical and low risk

Full time dedicated high quality professionals: Your professional works only for your business.
Employed by Optimise under Kenyan employment law: Optimise manages employment, payroll, HR, and local compliance.
Transparent monthly pricing
Replacement support if needed
Flexible terms with no long term lock in
UK onboarding and integration support
Business grade infrastructure with backup power and connectivity

UK alignment and communication

Built for UK operations
Fluent English business communication
Working UK hours alongside your team
Experience supporting UK ecommerce, retail, and service businesses
Daily communication through your existing systems

Where businesses typically create capacity in practice

This allows your UK team to focus on growth, customers, and commercial priorities.

For many growing businesses, important work begins to pile up in areas such as customer service, order management, reporting, supplier follow up, finance administration, and back office coordination.

The Optimise model works because it gives that work proper ownership.

Instead of stretching UK based team members across every task, businesses can move operational responsibilities to a dedicated full time professional, allowing their UK team to focus more on customers, commercial priorities, leadership, and growth.

Why clients continue with the model

The most important test is not whether a business is willing to try the model once. It is whether they continue with it, recommend it, or expand with additional roles.

That is where the Optimise model is strongest. Businesses stay because the structure works operationally, the people integrate well, and the support feels dependable over time.

See whether the model fits the role you are reviewing

If workload is growing, response times are stretching, or important support work is sitting with people who should be focused elsewhere, it may be the right time to review how that role is structured.

We can help you assess whether a full time Optimise professional would be a good fit for the work, the team, and the stage your business is at.