Stuart Hogarth
Stratford Upon Avon,Warwickshire
Summary
Motivated Customer Service Manager recognised for enhancing customer satisfaction and team performance. Known for transforming call centre operations, reducing complaint resolution times, and boosting customer retention. Proven at fostering positive work environment, leading to higher employee morale and productivity.
Offering strong skills in communication, problem-solving, and team leadership. Knowledgeable about customer service principles and fostering positive customer relationships. Ready to use and develop skills in conflict resolution, time management, and team collaboration.
Overview
21
21
years of professional experience
Work History
Complaints and Quality Manager UK&Europe
Glow Financial Services
Stratford-upon-Avon, Warwickshire
09.2022 - 03.2025
- Set up and managed outsourced complaints and quality team within financially regulated start-up call centre environment.
- Implemented customer feedback loops to drive and maintain excellent CSAT and NPS scores
- Drove process change through root cause analysis improving customer experience and outcomes
- Designed and implemented Section 75 process with clients and stakeholders.
- Worked on projects launching clients worldwide
- Developed Quality Assurance framework for complaints, call quality and emails.
- Collaborated to develop Consumer Duty dashboard and to drive compliance
Team Manager
Arvato CRM
Warwick, Warwickshire
10.2017 - Current
- Experience working in highly regulated environment
- Monitored team development, setting SMART objectives and providing constructive feedback for continued growth.
- Maintained and improved team performance through continuous auditing of work streams to ensure quality and compliance with regulation and process.
- Instilled dedication to brand values across customer services team, maintaining constant high-quality professional service.
- Managed Data Breach reporting and investigation process for team.
- Provided daily, weekly and monthly management reporting of performance against KPI's and other compliance reporting to ensure adherence to contract.
- Managed hiring and recruitment, employee motivation and training.
- Built and deepened relationships with internal and external personnel to enhance client retention and growth plans.
- Liaised with clients to identify and target inefficiencies in areas of risks / business controls, process gaps, and workflow discrepancies.
Team Manager
RBS Group
Birmingham, West Midlands
09.2012 - 06.2017
- Managed, motivated and developed team of 20 to consistently deliver exceptional service to business banking customers
- Worked in highly regulated environment.
- Coordinated payment security team validating and confirming online payments to protect against fraud.
- Set achievable monthly service targets, motivating team to swiftly progress and achieve goals in line with KPI's.
- Managed daily supervision, training and performance outcomes for staff including complaint handlers and customer service agents in FCA regulated environment
Smoke Ventilation Engineer
Self Employed
National
09.2004 - 06.2012
- Serviced and repaired smoke ventilation systems in commercial premises
- Invoiced client for work carried out
- Carried out all duties involved with running small business including employing contractors and dealing with HMRC.
Education
Some College (No Degree) - History And English Literature
Archbishop Ilsley Secondary School
Birmingham07.1992
Skills
- In-depth knowledge of FCA regulated environments
- Inspiring coaching and mentoring
- Strategic problem solving
- Exceptional communicator
- Data collection and analysis
- Staff management
Timeline
Complaints and Quality Manager UK&Europe
Glow Financial Services
09.2022 - 03.2025
Team Manager
Arvato CRM
10.2017 - Current
Team Manager
RBS Group
09.2012 - 06.2017
Smoke Ventilation Engineer
Self Employed
09.2004 - 06.2012
Some College (No Degree) - History And English Literature
Archbishop Ilsley Secondary School
Similar Profiles
Bindushree Yogendrappa | Cyber Security AnalystBindushree Yogendrappa | Cyber Security Analyst
Cyber Security Risk Analyst | GRC - at Glow Financial ServicesCyber Security Risk Analyst | GRC - at Glow Financial Services
Shandell NashShandell Nash
Birth Doula at Blossom And Glow Birth ServicesBirth Doula at Blossom And Glow Birth Services
Michael SmithMichael Smith
Vice President/Product Director at Voya Financial/ING/Aetna Financial ServicesVice President/Product Director at Voya Financial/ING/Aetna Financial Services