Stuart Bailey Email & Phone Number

Birmingham, United Kingdom

Innovation Court, Edmund St, Birmingham, B3 2Hj

Curium Solutions is a fast growing change management company headquartered in Birmingham’s business district. We operate across a range of sectors and work with some of the UK’s biggest brands to deliver business critical change that really sticks. Founded in 2008, Curium was set up to offer a different type of change management consultancy – one that simplifies change and makes it sustainable. We combine pragmatic, straightforward advice based on our many years of client-side experience, with a hands-on approach to delivery. We always focus on winning the hearts and minds of your people and empowering them to deliver change themselves – because that way change will genuinely last.For more information, see www.Curiumsolutions.com.

Define, create and deliver a set of standardised services across our customer operations team of circa 7,000 employees, bringing about significant change and performance improvementLead an operational excellence workstream during a clinical and focussed wave deployment to improve process efficiency, organisation & skills and mindset & behaviour whilst transferring capability to our leadership team to help embed and sustain improvementIncrease leadership capability in the effective running of contact center teams and back office, specialised environments by setting best practice metrics, training against them to foster more informed, effective, performance conversations

Lead Customer Services Manager in management of large strategic people change initiatives impacting on up to 5,000 colleagues. Transforming and implementing part of our people strategy, specifically the re-creation of manager role profiles, defining and setting key performance measures and objectives linked to competency based pay and annual bonus scheme and design and roll out of consistent managerial best practices across 450 people managers. Blending recruitment, retention and learning journeys with such practices to establish a long-term legacy and enable future downstream activities.In addition will support, design and implementation of a 'personalised dashboard' to bring to life individual results, current competency levels, training and development.Taking further analysis from Customer feedback to focus action planning on the key activities that will support the introduction of new market participants and create a strong platform to enter into a new strategic era for the utility sector. Lead sponsor for our community of lead customer advisors providing a support network and development program to enhance personal skills and deliver strong operational results.Accountable for ensuring congruence in delivery between service excellence, our people program, Customer experience through improved NPS. Support new and effective management practices are delivered and embedded into Customer service business. Operational interface between the operation and support functions to ensure interventions are optimised against desired outcomes. Looking to give the 'power back to our people' through engagement, a strong family culture and autonomy to make decisions.

Nottingham, United Kingdom

Responsible for the bringing about of significant cultural change through the design, development and embedding of key products and services and the delivery of learning interventions to support our 6,000 employees.Accountable for the overall delivery of our People programme in a programme management capacity incl. over 40 individual projects and an overall spend of circa £2.5m.Responsible for the roll out of a leadership development programme to 650+ leaders, the procurement of key partnerships and the introduction of learning sets to sustain and embed learning.Results delivered - 5% improvement in quality, 5% improvement in bottom up Customer Satisfaction and 45% increase in value add.

Reporting to Head of Prepayment.Accountable for approx. 300 heads handling over 1,000,000 customer calls per year. Delivering key performance indicators whilst growing customer base and reducing incoming call demand.Developing industry leading strategies pertaining to customer billing, modern technology, debt reduction and improved customer experience, underpinned by lean thinking approach.

Responsible for 5 team managers and over 70 heads delivering key performance measures in both call handling and debt collection.Creation of scheduling database to issue jobs to field services team and demand analysis to understand root cause of debt accrual and customer insight. Introduction of demand capture to department of over 250 heads and carried our transitional work of activities between two major sites.