Gordon Morrison Email & Phone Number

Glasgow, United Kingdom

An award winning, results driven, leader providing extensive experience gained across both Private and Public sector organisations Providing practical leadership and business improvement solutions following direct engagement to properly assess the challenge(s) being faced by the organisation. Key focus areas for the delivery of practical and successful.

Stirling, Scotland, United Kingdom

Driving the successful delivery of the Continuous improvement agenda across 2 key strands - Business Process and New Technology Delivery. This led to many successful improvements, driving up customer satisfaction and colleague engagement whilst also reducing the cost of delivery. This was achieved through close working relationships with both our client.

Craigforth, Scotland, United Kingdom

Following a period as the Head of Business Optimisation I took on the role of leading and driving the successful recovery of the customer contact areas initially in Voice but extending into Complaints and Digital contact areas. This has involved very close monitoring of performance and ensuring teams were fully re-engaged, coached, supported and self.

Swindon, England, United Kingdom

Originally leading the Continuous Improvement delivery for complaints I then took on the challenge of improving the performance of their 3rd party outsourced Contact Handling operation. Both being delivered successfully for a 3.5m customer base. I then stepped up and took on the delivery and improvement of the full Legacy customer service operation. This.

Walsall/ Sheffield

Delivering change for a respected outsourced service provider. This extended to the creation and delivery of an innovation hub to encourage idea generation, delivering a new WFM system to a 100 strong debt collection field team - from requirement definition to vendor presentations and selection. Created and delivered a change function for the organisation.

Walsall, England, United Kingdom

Responsible for defining the strategy for the period from 2020. This covered all stages including researching and presenting best in class customer service and innovation, creating and delivering all governance, engaging with regulatory and external customer research bodies as well as driving delivery. This included the delivery of systems, the creation of.

Glasgow, Scotland, United Kingdom

Directing the creation of the Customer contact and Back office customer capability. This included the setting up of the processes, delivery and implementation of the systems through to billing and financial reconciliation. In addition this involved setting up the office and recruiting staff post licence award.

Walsall, West Midlands, United Kingdom

This was a fantastic opportunity to work in a new industry driving the customer experience aspects of the domestic water business.This involved coaching the established team, building the existing organisation, driving out cost and working directly with the regulator and 3rd party customer contact handling contracts.There were significant areas of focus in.

Bathgate

Assignment completion following successful outcomes after introducing and developing- a performance reporting structure- a coaching/ mentoring capability to allow employees to improve customer service and sales - a coaching/ mentoring capability to allow employees to develop commercially and personally- a sales tool-kit to enhance and develop both general.

Various

Accountable for the delivery of industry leading customer retention results at British Gas Residential Services (an FCA regulated Insurance business). Achieved through directly employed and outsourced teams both onshore and offshore.Team of c.450 covering all aspects of the customer relationship from on-boarding, post purchase, through in-life and beyond.

Various

National team c550 delivering high volume, high margin Sales, Service and Retains at product and customer level for a customer base c4mLeading teams to deliver enhanced performance including volumes and marginsDelivery of business growthDelivering business change Delivery of daily/ weekly MI and business update reports

Various

Multi site sales and customer support functions through c800 employeesDelivery of specialist services to LandlordsDelivery of customer relations functions for contract customersProject change management and delivery

Erskine

Implementation of a sales culture to sell through serviceDeliver customer service in response to general enquiries and breakdown response

Various

Maintenance and delivery of employees monthly payroll and expensesAccountable for revenue collection and analysis for retail sales

Various

Finance managerProject accountantBid ManagerPersonnel OfficerNational Insurance supervisorVisiting officer

Various

Chartered Exams, Management Accountancy, Pass

Certificate And Diploma, Administration Management, Pass

Btec Diploma, Grocery Distribution, Pass With Distinction

Shnd, Business Studies, Pass

Education record

Education record