British Gymnastics

As Customer Relationship Manager for British Gymnastics, my role included establishing relationships with partners through promoting and gaining commitment for British Gymnastics priorities, programmes, and activities. I obtain and collate feedback and conduct research to develop and establish continuous customer experience improvement initiatives across operational processes, systems, products, and services. I also identify and deliver solutions to resolve growth barriers.

A few key accomplishments in this role include:
• Boosting net promoter score (NPS) satisfaction rating of designated clubs by 32.
• Increasing annual revenue from designated clubs by c.£150k through cross selling products including recreational gymnastics programmes and education courses.
• Creating and implementing business support webinars to upskill clubs.
• Accomplishing goal income of £3.5M from designated customers.
• Developing and establishing comprehensive engagement and experience strategies with partner clubs.
• Improved relationships with key regional and national stakeholders.
• Boosting average satisfaction rating of clubs.

Customer Relationship Manager

G4S (Electronic Monitoring)

My position as Customer Relations Manager at G4S Electronic Monitoring included developing and managing relationships with stakeholders including government departments and regional criminal justice organisations. I headed customer experience department to drive performance and maintained exceptional customer experience. I collaborated with the leadership team and operations managers to address performance and facilitate change management. I also implemented continuous improvement methodology to drive significant change and deliver innovation and excellence in customer experience.
A few key achievements in this role include:
• Developed and introduced Net Promoter Scoring (NPS) and KPI analysis to identify and resolve issues.
• Deployed new customer feedback channels to improve customer interaction and ensure feedback was accurately captured.
• Developed and implemented continuous improvement projects to enhance service delivery / meet KPIs.
• Managed successful relationships across complex and highly politicised sector.
• Made efficiency savings of £500k per annum through automating paperwork processes.
• Commended by Home Office for automating offender notifications to police which saved £150k per annum.
• Improved client NPS by 58 and revenue by £750k per annum between 2008 and 2013.
• Increased overall satisfaction across all customer groups by boosting NPS by 48 between 2008 and 2013.

Manchester Enterprises

Oversee daily operations of a multi-agency employment, training, and learning centre. Led and supervised team of 3 staff members. Sourced employment opportunities for clients. 
A few key accomplishments in this role include: 
•  Increasing revenue streams by selling Learndirect services to local businesses, accomplishing £100k per annum.
• Delivering excellent customer service through feedback / continuous improvement methodology.

Centre Manager

CENTRA Education & Training Ltd

Efficiently managed, developed, and motivated team of 6 staff members to deliver service excellence.  Developed and maintained strategic partnerships with FE establishments to increase revenue.  
A few achievements in this role include:
·    Ensuring Centra met all annual examinations and assessment service delivery targets.
·    Implementing customer service policy, standards, and complaint handling strategies.
·    Improving annual satisfaction score rating.

Assessment Services Manager

Royal Bank of Scotland Business

Efficiently led, directed, and supported admin staff. Performed duties including opening new accounts and managing mortgage and credit card applications.  Swiftly promoted to three-year Management Development Programme.

Customer Service Manager

I am a motivated professional well versed at developing and implementing efficient processes and training plans to facilitate outstanding customer journey. A strong leader who demonstrates excellent problem solving, root cause analysis, and improvement skills. Effective communicator who possesses ability to influence outcomes and improve satisfaction ratings.

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Stuart Featherstone's Linkedin Analytics

Stuart Featherstone

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.css-1jgreyo{background-image:linear-gradient(284deg, rgba(39,43,72,1) 0%, rgba(33,47,183,1) 100%);color:transparent;-webkit-background-clip:text;background-clip:text;}Stuart Featherstone's Linkedin Analytics

Stuart Featherstone

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Stuart Featherstone's Linkedin Analytics