Meet the Team

I have been at Grove since 2017, starting as an administrator, culminating in my current role overseeing two departments.

The QA team investigate individual cases and propose measures to improve our process, including liaising with senior management to help prevent issues before they arise.

The transfer team ensure the final stages of a transfer run smoothly, including the correct paperwork is submitted, guarantee dates are secured and investments are set up correctly.

Both teams are about ensuring our clients have the best experience possible and their journey is a smooth as we can make it.

I manage a team of 7 people. The role of the Factfinder within Grove is to primarily discuss the clients situation with them directly, to establish exactly what they are looking to do and how the pension might fit into their plans.

In the case of an IFA referred client, we will corroborate the mostly ‘hard facts’ already established by the introducing IFA, so the conversation is primarily around the ‘soft facts’ e.g. objectives, importance of these, the clients understanding of risk etc.

Our advisers will use this vital information in their Abridged / Full advice.

I head up a team of eight people; our job is to liaise with our own advisers and referring IFAs (where necessary) to generate transfer illustrations with potential receiving schemes.

We also prepare all Suitability Reports and transfer forms and send these to clients – a task which requires a high level of accuracy and attention to detail.

I help the Team Manager, primarily with quality control, work along with training new staff.

As the most experienced person in the team, I will also help obtain illustrations and prepare transfer forms and and documentation for suitability reports for the new receiving providers, including workplace pensions and SIPPs.

Finance is a fun team of four, we literally handle all of the finance for the company, this includes but is not limited to, checking fee calculations and raising all sales invoices, recording payments from both the schemes and clients directly.

Ensuring all purchase invoices are correctly recorded and paid in a timely manner, including any fees payable to the Introducing IFA’s.

As IT Manager, I play a crucial role in providing technical support to both on-site and remote users, ensuring the smooth operation of our organisation's IT systems. I manage and administer a wide range of IT infrastructure, maintain network security, and contribute to strategic IT planning.

I’m an integral part of the Grove family, taking care of the day to day running of the building and external grounds.

This includes installing equipment and appliances, performing major and minor repairs both internally and externally alongside other specialised and adhoc projects.

I was introduced to Grove by Bromley Mencap in October 2018. I oversee shredding of all the documents for the whole company and I like to keep the Reception Team on their toes.

I also help with franking of the outgoing post and delivering the internal post to different departments through out the building.

I joined Grove in 2019 having worked in the Financial Services for 20 years, including the FCA. I have progressed through a couple of admin teams at Grove and have found my calling as Client & IFA Support Team Leader.

I really enjoy my role as I have a passion for excellent customer service and instil this within my team. I provide support and training to staff, which helps develop their skills and knowledge, enabling them to provide a great customer experience. As the most experienced member of my team, I often specialise in complex cases.

I joined Grove in July 2021 with 6 years experience in sales and customer service.

My role predominantly includes assisting clients with any queries and ensuring they are kept up to date with the progression of their file as well as the training and development of new staff within the team.

I have worked in Customer Service for over 5 years prior to joining Grove which has helped me transition into my role here as a Client Liaison Contact.

I joined Grove in June 2021 and I am responsible for monitoring clients files and assisting them with queries they may have throughout the process, whilst also liaising with internal departments to ensure cases run smoothly, any guarantee deadlines are met and the client is being updated with the progress of this.

I joined Grove in September 2022, starting in the IFA Liaison team, having previously worked in a legal firm as a case preparation executive helping clients completing their re-mortgage process.

My role here at Grove is helping Introducing IFAs with their clients case progression updates, general enquiries regarding the IFA community portal, and scheme information.