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 understand what makes your business tick, how you are different, and how you’ll meet the customer’s needs. We then provide the tailored support that you need to wrap all of this into a compelling, winning bid that looks and feels like you.IT’S SIMPLE – WE WIN! We have managed, written, delivered, and won bids across a range of sectors including: Local and Central Government, IT, Engineering, Education and Training, Retail, Finance, Insurance, Pensions, Telecoms, Utilities, Transport, Housing Associations, BBC, and Health. We also have a 100% bid success record in securing a place for our clients on multi lot, complex Frameworks across different sectors including: IT, Health, Consultancy, Engineering, Education and Contact Centres.LET US TAKE AWAY THE STRESS OF BIDDING! CONTACT US: Stuart@customericconsulting.com 07711 111424 • 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 kept work in-house. On joining Liberata turned around a challenged payroll business with some prestigious competitive bid wins including Bathstore, Ofqual, ORR and the Conservative Party.

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 6.1% of total revenue to 2.4% within 5 months and less than 1% within another 6 months.Jan 1994 to Nov 1995 - Business Implementation ManagerResponsible for business implementation and change management preparing the business operation for a new organisation design and a new mainframe processing computer system. Jul 1991 to Jan 1994 - HR and Projects Manager.

Glasgow, United Kingdom

Glasgow, United Kingdom