Hayley Norgrove

WHAT DOES YOUR JOB INVOLVE? Leading the day-to-day operations of the business, supporting our team, driving continuous improvement, and ensuring we deliver the highest level of service to our customers.

HOW IS YOUR JOB IMPACTED BY FLUCTUATIONS IN THE ECONOMY? Economic uncertainty can affect how businesses invest in training and development, so it's important that we remain agile, demonstrate value, and continue supporting our clients' changing needs.

WHAT’S YOUR VIEW ON HYBRID AND FLEXIBLE WORKING – IS IT STILL NEEDED, OR PRACTICAL? Absolutely. Flexible working helps attract and retain talented people while supporting work-life balance. The key is ensuring communication, collaboration and accountability remain strong.

WHAT IS THE IMPACT OF ARTIFICIAL INTELLIGENCE ON YOUR BUSINESS? AI is already helping businesses become more efficient, and training providers have an important role in helping people understand how to use it responsibly and effectively. It's a tool that can enhance productivity, not replace people.

HOW DO YOU HOPE YOUR COLLEAGUES WOULD DESCRIBE YOU? Approachable, organised, supportive and someone who gets things done.

YOUR GREATEST STRENGTH IN THE WORKPLACE? My ability to build strong relationships while maintaining a clear focus on achieving results. I enjoy working with people, understanding different perspectives, and finding practical solutions to challenges. I'm highly-organised, proactive and resilient, which helps me stay calm under pressure and keep things moving forward when priorities are competing.

BIGGEST CURRENT CHALLENGE IN YOUR JOB? Balancing continued business growth while maintaining the high standards of service and support our customers expect. As the business evolves, it's important to ensure our processes, systems and people develop alongside it, while still retaining the personal approach that has always been at the heart of what we do.

YOUR PROUDEST ACHIEVEMENTS? Becoming a company director is my proudest professional achievement. It represents years of hard work, continuous learning, and personal growth. I'm also proud of the role I've played in helping Dulson Training develop and succeed, while supporting the growth and success of the people around me.

PET HATES? Poor communication, unnecessary meetings that could have been a quick conversation, and wasting time on things that don't add value. I like people to be open, honest and proactive, and I believe most problems can be solved with clear communication and a practical approach.

IF YOU COULD GO BACK AND GIVE YOUR YOUNGER SELF SOME WISE ADVICE, WHAT WOULD IT BE? Believe in yourself sooner and don't underestimate what you are capable of achieving. Early in my career, I sometimes worried too much about getting everything right before taking the next step. Looking back, I'd tell myself not to be afraid of asking questions, taking opportunities, or making mistakes along the way. Some of the biggest lessons and growth come from stepping outside your comfort zone. I'd also remind myself that progress is more important than perfection and that confidence often comes from doing, rather than waiting until you feel completely ready.

HOW DO YOU RELAX AWAY FROM WORK? I enjoy competing my two horses, Molly, an 11-year-old Irish Draft mare, and Diva, my five-year-old mare. I'm naturally competitive and particularly enjoy show jumping and eventing. More recently, I've started focusing on dressage with Diva, who has shown a natural talent for it. It gives me the opportunity to switch off from work, spend time outdoors, and focus on something I love.

FAVOURITE THING ABOUT SHROPSHIRE? The beautiful countryside. We have some of the most stunning landscapes in the country right on our doorstep.

SOCIAL MEDIA PLATFORM OF CHOICE? Facebook

FAVOURITE MOVIE AND/OR TV SHOW? It's hard to choose just one, but I enjoy a good crime drama and anything with a strong storyline and great characters.

EARLY BIRD, OR NIGHT OWL? Definitely an early bird.

DREAM DINNER PARTY GUESTS, DEAD OR ALIVE?  Sir David Attenborough, Michelle Obama, Richard Branson, David Beckham and Queen Elizabeth II. I think the conversation would be fascinating.

TELL US SOMETHING ABOUT YOU THAT MOST PEOPLE PROBABLY WOULDN’T KNOW. Most people are surprised to learn that I have a pacemaker. It certainly wasn't something I expected at a relatively young age, but it's taught me a lot about resilience, perspective and not taking good health for granted. On a much lighter note, I also have an irrational phobia of stickers – something my family and colleagues find highly amusing!

AND FINALLY . . . WHAT DO YOU THINK THE NEXT 12 MONTHS HAS IN STORE FOR YOU, PROFESSIONALLY AND PERSONALLY? Professionally, I'm looking forward to continuing to support the growth of Dulson Training, developing our team, and embracing new opportunities and technologies that help us deliver even greater value to our clients. Personally, I hope to spend more time doing what I enjoy outside of work, particularly competing Molly and Diva, and continuing our journey in dressage, show jumping and eventing. Above all, I'd like the next 12 months to be about continued growth, creating new experiences, and maintaining a healthy balance between a busy career and the things that matter most to me.