Scott Morris
Glasgow
Summary
Operations and Customer Service Leader experienced in managing high-volume B2B sales and customer operations teams within regulated energy and financial services. Delivered KPI and SLA targets while enhancing operational performance and fostering high-performing teams through coaching and structured leadership.
Excelled in stakeholder management, workforce planning, and customer experience, driving operational improvement in fast-paced environments.
Overview
21
21
years of professional experience
Work History
Sales Manager
Let Property
10.2025 - 04.2026
- Managed a property investment sales team delivering against £100k-£104k monthly revenue targets.
- Improved conversion and customer outcomes through coaching and performance management.
- Oversaw the customer journey from enquiry to completion while maintaining operational standards and reporting accuracy.
- Supported recruitment, onboarding, and development of new team members.
Sales Team Manager
Kura
03.2021 - 10.2025
- Led teams of up to 20 staff in regulated B2B sales and customer operations campaigns, ensuring compliance and performance.
- Achieved targets across 37 KPI and SLA measures in revenue, retention, conversion, and customer service.
- Maintained 100% SLA delivery through workforce planning, operational oversight, and performance management.
- Oversaw complaints, escalations, coaching, recruitment, and development within hybrid operational teams, enhancing service delivery.
- SunLife / Scottish Power SME - B2B Renewals
Sales Team Manager
McCurrach
06.2019 - 02.2021
- Contributed to £14m+ annual sales delivery through KPI management, coaching, and operational planning.
- Led operational sales teams in executing national FMCG campaigns, ensuring alignment with strategic objectives.
- Collaborated with operational, finance, legal, and senior stakeholders to enhance performance and service delivery.
- Unilever
Learning & Development Officer
Parseq - British Gas
10.2005 - 06.2019
- Conducted Training Needs Analysis to identify skill gaps, supporting targeted operational improvement initiatives.
- Delivered onboarding and coaching programmes, enhancing performance across energy sales campaigns.
- Maintained attrition below 4% through structured onboarding and coaching support.
- Presented strategic operational improvement initiatives at British Gas AGM, influencing organisational development.
- British Gas
Skills
- Sales Strategy
- Sales Process Optimisation
- Sales Team Coordination
- SLA Delivery
- KPI Delivery
- Operational Delivery
- Operational Improvement
- Workforce Planning
- Client Management
- Stakeholder Management
- Team Leadership
- Remote Team Leadership
- Performance Management
- Complaints Resolution
- Escalation Resolution
- Coaching
- People Development
Accomplishments
- Delivered consistent 100% SLA performance across regulated operational accounts
- Managed delivery across 37 KPI and SLA measures
- Improved advisor sales performance from 5 to 12 sales per month through coaching
- Maintained attrition below 4%
- Presented operational improvement initiatives at British Gas AGM
Timeline
Sales Manager
Let Property
10.2025 - 04.2026
Sales Team Manager
Kura
03.2021 - 10.2025
Sales Team Manager
McCurrach
06.2019 - 02.2021
Learning & Development Officer
Parseq - British Gas
10.2005 - 06.2019