Stuart Morgan

Stuart Morgan Email and Phone Number

Customeric Consulting LLP @ Customeric Consulting LLP
Stuart Morgan's Location
London Area, United Kingdom, United Kingdom
Stuart Morgan's Contact Details

Stuart Morgan personal email

n/a
About Stuart Morgan

Stuart is an experienced Bid and Solutions leader in Business Process Outsourcing and Operations. Board level influence, undertaking strategy and solution dialogue to write and deliver winning bids, previously including Dixons, eircom, The Pension Regulator, BBC TVL, Hertford County Council Partnership, Companies House, ONS Census, and Barts Hospital Soft Facilities Management, and many more. Stuart has written numerous bids, designed solutions, led and transformed large operational teams which have increased customer satisfaction and delivered tens of millions of pounds benefit. Stuart specialises in technical bid writing, customer services strategies, customer centric design, contact centres, procurement sourcing and automation consultancy helping organisations keep pace with the latest thinking to deliver success. Stuart chaired and drove innovation and the sharing of best practice for five years through an internal Contact Centre Forum across 46 contact centre sites. Stuart shared ideas and thought leadership over a period of four years as an active industry expert on the Customer Contact Association (CCA), Industry Council where peers from many market leading brands (including Tesco, Sky, MBNA, Barclays, Lloyds, and IBM), share research and best practice to shape future customer strategies. Stuart’s active support and contribution to the CCA resulted in being Awarded Professional of the Year, Director, at the annual excellence awards in Nov 2011.Specialties: Technical Bid Writing, Customer Service strategies, business solutions architecture, leading, coaching and supporting people, directing bids, BPO, transformation and transition delivery, Contact Centre management, sales, business development, offshoring, commercial constructs, proposition development, go-to-market planning, bid design, customer journey design, Implementation, Project Planning.

Stuart Morgan's Current Company Details
Customeric Consulting LLP

Customeric Consulting Llp

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Customeric Consulting LLP
Stuart Morgan Work Experience Details
  • Customeric Consulting Llp
    Partner
    Customeric Consulting Llp Jan 2020 - Present
    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.
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  • Go-Centric
    Director Of Business Development
    Go-Centric Aug 2020 - Dec 2022
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  • Serco
    Solutions Director
    Serco Jun 2015 - Dec 2019
    London And Hook
    Specialising in customer services strategies, contact centres and insight and analytics bids. Developed Customer Experience market proposition.
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  • Liberata
    Bid And Solutions Director
    Liberata Feb 2012 - May 2015
    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.
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  • Capita
    Bid And Solutions Director, Capita Group Sales
    Capita Dec 2008 - Jan 2012
    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
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  • Capita
    Business Director, Eircom (Telecoms), Integrated Services Div
    Capita Aug 2004 - Nov 2008
    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
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  • Capita
    Business Director, Dixons Store Group International, Integrated Services Div
    Capita Dec 2005 - Sep 2006
    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
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  • Capita
    Operations Director, Bbc Tv Licensing, Business Services Div
    Capita Jan 2002 - Jul 2004
    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
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  • Capita
    Project Director, Local Government, Business Services Div
    Capita Dec 2000 - Dec 2001
    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
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  • Norwich Union Health Care
    Direct Business Manager
    Norwich Union Health Care Feb 1999 - Nov 2000
    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
  • Pearl Assurance
    Customer Services Manager
    Pearl Assurance Jul 1991 - Jan 1999
    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.
  • Sun Alliance
    Regional Hr And Support Team Manager
    Sun Alliance Jul 1984 - Jun 1991
    Glasgow, United Kingdom
  • Anderson Community Centre
    Centre Manager
    Anderson Community Centre Jul 1982 - Jun 1984
    Glasgow, United Kingdom

Stuart Morgan Skills

Bpo Call Center Offshoring Proposition Development Contact Centre Contact Centers Change Management Performance Management Process Improvement Call Centers Outsourcing Operations Management Employee Engagement Business Process Program Management Stakeholder Management Customer Experience Management Business Transformation Service Delivery Project Management Telecommunications Workforce Management Business Process Improvement Project Delivery Crm Customer Satisfaction Solution Architecture Customer Retention Coaching Business Process Outsourcing Customer Relationship Management

Stuart Morgan Education Details

  • Hillhead High School, Glasgow
    Hillhead High School, Glasgow
    Business Studies, Post Graduate Diploma In Industrial Administration (Marketing Statistics), Acii

Frequently Asked Questions about Stuart Morgan

What company does Stuart Morgan work for?

Stuart Morgan works for Customeric Consulting Llp

What is Stuart Morgan's role at the current company?

Stuart Morgan's current role is Customeric Consulting LLP.

What is Stuart Morgan's email address?

Stuart Morgan's email address is st****@****rco.com

What schools did Stuart Morgan attend?

Stuart Morgan attended Hillhead High School, Glasgow.

What are some of Stuart Morgan's interests?

Stuart Morgan has interest in Rugby, Golf, Sport.

What skills is Stuart Morgan known for?

Stuart Morgan has skills like Bpo, Call Center, Offshoring, Proposition Development, Contact Centre, Contact Centers, Change Management, Performance Management, Process Improvement, Call Centers, Outsourcing, Operations Management.

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