Customer Service Manager

Gloria Groves is a highly experienced Project Coordinator. She has excellent interpersonal and organisational skills gained from her varied career of more than 25 years working in client-facing operations and customer support roles across a variety of industries.

She worked most recently for 6 years at Penna coordinating the delivery of a number of major client assessment and development projects within both public and private sectors. Clients included EMI, Steria, UCLan, Halcrow, HSBC, DVLA, Serco and BT. She has a sound understanding and extensive knowledge of psychometric online questionnaire systems and is Test Admin, Level A and Prince2 trained.

Specific experience includes:

• Liaising with clients in setting up and running of projects
• Establishing, promoting and managing client relationships both internal and external
• Providing individual tailored coordination and assistance for deliverers on projects (to include cover of all logistical elements)
• Setting up candidates to complete online psychometric assessments and monitoring their returns to ensure all reports are ready for consultations
• Ensuring that schedules and deadlines are met, and follow-up reporting provided
• Pre-empting and addressing issues
• Monitoring costs, calculating project margin and minimising debt
• Undertaking project evaluations to ensure maximum client satisfaction

Gloria being a keen baker and the proud grandmother of three young boys regularly volunteers at the local Children’s Centre running cooking courses for Mums and their pre-school age children. She keeps fit by Nordic Walking and is an active member of a choir Sing Healthy (BBC Radio Berkshire) that perform at concerts for fun and to raise money for local charities.