Stuart Purton Email & Phone Number

London, England, United Kingdom

Slough, England, United Kingdom

Part of the experienced not for profit organisation The Fedcap Group, Fedcap Employment delivers sustainable employability solutions across Britain through a blend of local frontline professional teams and like-minded supplier networks.. Leading, motivating, developing and performance managing a team of 8 Employment Advisers to achieve all performance and quality targets. Delivering against quality, performance and sales targets. Proactively ensuring customer service standards are understood and observed by my team, ensuring all customers are provided with the same high standards of service, thus maximising chances of securing sustainable employment. Undertaking regular caseload reviews with my team, proactively identifying those underperforming and taking the required action to improve performance. Responsibility for all aspects of team performance, 121’s, quarterly appraisals, weekly team meetings, grievance and disciplinary processes. Accountable for the daily running of the office including facilities needs such as IT, office consumables, furniture

London, England, United Kingdom

At Mercedes Benz we are driven by one simple goal. To be the very best at all things Mercedes BenzManagement and mentoring of a team of 14 Customer Support Executives along with 2 Senior Customer Support Executives. Accountable for the delivery of excellent customer service through day to day management of the team across 15 workstreams.. Proactive management of all work tasks sitting within the team’s remit, ensuring SLA’s are met. Responsible for all monthly 121’s, management of absence, HR matters and training and development. Management of all the team’s daily workstreams, ensuring all outstanding work is completed within dedicated timescales

West Sussex, England, United Kingdom

Part of the Rolls Royce brand, MTU systems provide energy for the world’s most important, mission-critical applications . Working as a Consultant managing the end-to-end customer experience journey through process improvements . Collaborating across the business with key stakeholders to reduce silo-based activity . Proactively establishing the root cause of issues, questioning the status quo, mapping processes from the ground up . Removing roadblocks by uncovering efficiencies to ensure the delivery of clear, concise process flows. Providing accountability and ownership for the provision of excellent client experience by building repeatable processes. Creating and embedding a path that is clear for the business to follow, ensuring the business focusses collectively to improve the client experience

London, England, United Kingdom

Datchet

ComXo is the leading UK provider of global switchboard support services and the voice of 200+ professional service firms across the City of London and beyond. Experts in delivering an exceptional client experience at the first point of contact.. Developed and managed over 50 client accounts, spanning across a varied portfolio of organisations and levels, from CEO’s to Facility Managers. Leading account initiation and set-up all the way through to facilitation of day to day requirements. . Driving carefully crafted solutions with clients to bring value and develop brand engagement. . Strategically managed the top revenue generating client in the business worth in excess of £200k pa. Leading frequent reviews with clients proving data insight to transform their business, resulting in one client increasing monthly revenue by 400%. Leading the sales process, engaging with key stakeholders within the business and embracing a ‘one team’ approach. Recognising core team strengths/skills and facilitating the timed introduction of SME knowledge to harness client relationship development.. Implementing follow up processes to promote client conversion using CRM systems to track progress, identifying bottlenecks in revenue generating opportunities and adopting alternative strategy where needed. . Actively sought client feedback via customer satisfaction surveys to consistently deliver high levels of client experience, demonstrated with an average score of 9/10 across 2019. . Identified opportunities to enhance client services, monitoring trends to build client loyalty and trust, bringing solutions by taking a value driven, storytelling approach that demonstrated “added value”

Datchet, Nr Windsor

I managed a team of Customer Service Agents responsible for delivering gold standard call handling to corporate clients, predominantly focusing on the Professional Services and Legal sector.. Regular coaching, 121's and performance management of my team gained trust, respect and flexibility and positively enhanced the customer experience.. A quote from one of my team members: "It has been a real pleasure working with you, you have always helped me in the best way you can. You were the best manager I have ever had and helped me grow and I will never forget that and will forever be grateful"

Windsor

Bodycare Clinics, part of the Doctors Chambers group, are one of the largest providers of rehabilitation in the UK. Liaising with solicitors, claimants and rehabilitation providers, treatment solutions are provided to restore the injured person back to their original pre-injury lifestyle. . I managed a team of 11 customer service advisers ensuring SLA’s and response times were met. . I ensured the flow and allocation of work was maintained and queries and complaints dealt with within SLA. . Responsible for monthly 121's, performance reviews and staff appraisals Unfortunately, due to the operation relocating, I was made redundant from this position.

Kingston Upon Thames

Avantia are an insurance broker selling non standard household insurance to the general public. . I managed a team of agents to achieve targets on both inbound and outbound sales activity. Responsible for coaching, mentoring and motivating my team in product, systems and sales skills to improve the quality of sales and sales results.. I quality checked calls to ensure adherence to Financial Service Authority guidelines, established training needs and set action plans for those not achieving. . Setting challenges and incentives was an important part of my role to drive up team spirit and motivation.

London, United Kingdom

I managed a team of 10 solicitors, paralegals and partners in the Personal Injury department of this high street legal firm. My role was created to implement a new process created by the Senior Partner to ensure key stages of work were monitored and measured in order to reduce the duration of each Personal Injury case, thus releasing capital for the business. . A key element of my role was to ensure all matters were reviewed on a regular basis to avoid inactivity and stagnation of work along with reviewing chargeable and non chargeable time.. This role thoroughly and successfully tested my communication skills. I achieved results through positive and tactful conversations with my team and working with other departments in the business to tighten processes.. Identified process improvements and new business opportunities by reviewing Customer Satisfaction Surveys and overseeing any HR issues such as performance management and recruitment.

Wakefield, United Kingdom

. I managed a sales team with direct contact with Nationwide’s customers in a contact centre. . I recruited my sales team myself from scratch, motivating and developing them through side by side individual coaching, monitoring telephone calls for compliance, quality and sales opportunities.. I managed the renewals and retention business by selling benefits, managing and setting sales targets and strategy. Developed incentives to drive up motivation and competition which in turn increased sales.

A Level, French, German

Diploma, Yoga, Pass

Activities and Societies: I qualified as a yoga teacher in July 2017 and have been practising and teacher ever since.

Gcse, English, Mathematics, Physics, Design, Geography, French, German, And Computer Studies