Stuart Morgan Email & Phone Number

UK

• Customeric Consulting LLP are a niche business development consultancy.We offer specialist bid expertise and the hands-on support that will enable you to win bids and grow your business. We get to know you. We will.
• Jennifer@customericconsulting.com 07972 883352.

London And Hook

Specialising in customer services strategies, contact centres and insight and analytics bids. Developed Customer Experience market proposition.

London, United Kingdom

MoJ £500m bid for the procurement of HMCTS compliance and enforcement services (courts fines and collections). Over two years working with bid team and partners including; Unisys, JBW and Deloitte on leading edge collections strategies involving propensity modelling and Nudge techniques to drive up collections and reduce the need for enforcement. Client.

• Create financially viable multi-million pound winning bids (£50-£500m) across all market sectors as part of a tender process, leading typically 10-25 people as part of a core group covering the following:
• Design of Organisation Target Operating Models for clients to support their customers in a multichannel environment including Customer Journey mapping
• Incorporation of supporting technology and applications in solution design to best meet customer needs
• Develop transition and transformational organisation change plans
• Board level presentations covering solutions, financial models and commercials

Dublin

• Operational delivery of award (s) winning servicing and sales contact centres for 650 staff over two main sites in Dublin and Cork, delivering €17m per annum revenue including:
• Contract negotiatiation of four further contracts with eircom and also the delivery of the associated transition plans right through to operational stabilisation
• Developed a new sales through service model including gainshare mechanism
• In the first year the Telesales operation delivered sales at 78% above the clients target as well as reducing customer answer wait times from 5 minutes to 20 seconds
• Improved customer satisfaction and sales through training, staff engagement, coaching and quality controls
• Managed five different client stakeholder groups and monthly performance reviews

Nottingham, United Kingdom

• Part of bid team (whilst managing eircom) winning new contract (first year £23m revenue) and then moved on to transition and operational role for 900 customer facing technical support staff in Nottingham involving:
• Major communication programme to win over transferred staff and to gain support for planned changes including negotiating significant changes to shift patterns
• Analysis of call types and IVR distribution leading to redsign of call distribution and training staff to be able to fully resolve more queries at first point of contact
• Manage multilingual Swedish, Norwegian, Finnish, Danish and Icelandic teams (c70 Staff) which involved a different approach to management and communication
• Achievement of customer related targets and multibrand stakeholder management

Bristol, United Kingdom

• New contract win transition and transformation of customer service operation with 1,100 staff, £21m first year P&L followed by significant savings of £x m over 18 months:
• Communication of vision and values. Involvement of staff in change programme
• Development of Bussiness Assurance Quality model to ensure consistency across three sites and achieved increase in direct debit take up from 41% to 57%
• Set up two new contact centres in Bristol and Darwin (Greenfield), 7.9m calls p.a.
• Extensive negotiations with CWU including major shift pattern changes
• New performance management framework with a focus on clear objectives and measurement alongside an incentives and rewards programme

Lambeth

Led a highly political housing benefit contract exit project in Lambeth that successfully renegotiated part of the existing contract and set up a new operating model to process housing benefits as well as reducing face to face wait times from two hours to four minutes in six weeks

Southampton

• Responsible for Direct New Business and Claims contact centre which involved handling new business processing, servicing existing customers, business retention and handling health claims
• Achieved 56% of calls answered within 20 seconds after three months without headcount increases (only 1% being answered within 20 seconds on arrival)
• The speed of answer rate increased to 80% within 20 seconds after 6 months
• Reduced customer lapses and significantly improved annual retention revenues saving £4m in premiums

Peterborough, United Kingdom

• Dec 1995 - Jan 1999 - Customer Services Manager Responsible for carrying out general insurance processing of new motor and household business, servicing existing customers, managing direct debit and cash teams.
• Attained 90% same day processing during 58% new business growth in 1997 and reduced unit costs by 12.5%. Overall quality rating improved from 83% in April to 94% in December 98. Reduced outstanding cash matching from.

Glasgow, United Kingdom

Glasgow, United Kingdom