Rachelle Gray

I lead our Software Services and Professional Services teams, making sure we deliver outstanding ERP and IT projects while giving customers the support they need to get real value from their systems.

My role covers everything from shaping how we deploy projects and support solutions, through to developing our people, improving processes and making sure we’re always enhancing the customer experience.

A big part of my work is turning complex challenges into structured strategies - whether that’s building post-go-live Hypercare programmes, revamping customer training or using data and reporting to drive service improvements.

 I’ve grown with The HBP Group, starting as a trainee support technician and working my way up to Director over 17 years. That journey means I understand every level of the customer and team experience, from frontline support through to board-level strategy.

I’m naturally data-driven and love using analytics, Power BI and structured processes to make informed decisions, but I balance that with people development, coaching and making sure our teams have clarity and confidence in what they do. I’m also hands-on in shaping new ideas into practical solutions, whether that’s streamlining service desk performance, redefining project delivery or helping customers adopt new technology.

For me, it’s about people and purpose. I’m proud to be part of a business that genuinely cares about doing the right thing for our customers and our team, living by values like respect, ownership, and being helpful. I’ve stayed at The HBP Group because it’s a place where I’ve been able to grow, take on new challenges and make a real difference. Both to how we deliver solutions and to the people I work with every day.

 Spending time with my family is what matters most to me, whether that’s days at the park, enjoying kiddies’ shows like In the Night Garden Live or Disney on Ice, family holidays or simply quality time together at home. I also love to travel and explore new places, and I’ve always been an animal lover (as I like to say: anything with six legs or fewer - with a few caveats!). Away from family and work, one of my favourite hobbies is playing outdoor bowls, which gives me a chance to unwind and enjoy a bit of healthy competition. 

AAT Level 4 Technician, CIPD Payroll Management, Pegasus Opera 3.

Podcasts I love are: "A bit of optimism" with Simon Sinek and 2CX Rockstar" with James Dodkins. 

Books, I enjoyed The Chimp Paradox by Prof. Steve Peters and Radical Candor by Kim Scott. Away from work, it's mostly cheesy romance or fantasy books for a good relaxing read.