Stuart is an experienced bid and solutions leader in business process outsourcing and operations. Stuart specialises in customer service strategy, customer centric design, contact centres, procurement sourcing and automation consultancy, helping organisations keep pace with the latest thinking to deliver success.
Stuart has designed customer solutions and led and transformed large operational teams, which have increased customer satisfaction and delivered tens of millions of pounds of business benefit. Through Board level influence, bid strategy and solutions, Stuart has delivered winning bids in both the public and private sectors, including: Dixons, eircom, The Pension Regulator, BBC TVL, Hertford County Council Partnership, Companies House, ONS Census, Barts Hospital Soft Facilities Management, and many more.
Stuart’s active support and contribution to the CCA Customer Contact Association (CCA) resulted in him being Awarded Professional of the Year, Director, at the annual excellence awards in Nov 2011. Stuart also chaired and drove innovation and the sharing of best practice for five years through an internal Contact Centre Forum across 46 contact centre sites.
Jennifer is a specialist in bid management, strategy and writing with c20 years’ experience in business development and operations. Trained in both APMP and PRINCE2, Jennifer has a rare ability to both manage an end-to-end project effectively and to write high quality bid responses, sales collateral, procurement and project documentation.
Jennifer has led multi-million-pound strategic partnership bids and frameworks as well as bespoke pitches for small, consultancy engagements. Jennifer has managed high profile ‘big ticket’ bids leading to key contracts with public and private sector clients, such as the BBC, Dixons, Zurich Life and Pensions, Resolution Life, Birmingham City Council, Genesis Housing Association, the GLA, BT, 3M, E.ON and Lidl.
Passionate about delivering customer service excellence, Jennifer has delivered numerous transformational change, business improvement and communications projects, including: