Diana Bruno- Gaston - Director

Diana has over 20 years senior management and consultancy experience in the Private and Public Sectors. She  specialises in organisational change and development, diversity, service delivery, human resource and performance management, strategy formulation and implementation.  She has a strong track record in effective and sustained service transformation.  She has successfully delivered a number of major organisational change programmes which have transformed key local authority services from poor performing, inward looking, process driven cultures,  to that of customer focussed, high performance, award winning services with high levels of both customer and staff satisfaction.        

As a consultant, she has worked with a number of public and private sector clients on the use of e-business to increase diversity in their customer base and as a channel of improving access to their services. She has much experience, of designing and delivering learning and development programmes  to raise awareness and skills. She has delivered consultancy services to a number of public sector organisations relating to service improvement, Diversity, performance management and building individual and organisational capacity to deliver business outcomes. 

Her international assignments include public sector reform and change management for South African Directors of Industrial Relations and Chief Executives from Namibia. She was also involved in the implementation of service improvements prior to the outsourcing of a utility in Nigeria.      Diana has a Bsc.  Hons. in  Physiology and Biochemistry and a post graduate Diploma in Management Studies.

contact: dbg@symetra.co.uk

 Linda Linehan - Principal Consultant

Linda specialises in Human Resource, Organisational Change and Equality and     Diversity issues. She has provided strategic, consultancy, and development support to public and private sector organisations on a range of HR, organisational development and diversity issues. Recent assignments have included workshops in England and Wales on impact assessment of policies and services, research on entrepreneurship in migrant groups and contributing to a national NHS leadership programme.

Linda has worked with private sector partners in the City to develop and run a series of workshops for City Human Resource Professionals and has delivered a range of development workshops in central Government departments.  Linda has particular experience and expertise in relation to outcomes of behaviours and practices including Customer Care and Diversity.  She has significant experience, in managing change and working with external stakeholders.  She also has expertise in developing programmes and training teams to enhance their internal and external customer focus.  She is currently working with the Audit Commission on a programme based on improving user focus in service delivery.

Linda has an honours degree in Social Science and Public Administration at the University of London, a post-graduate Diploma in Management Studies. . She is currently a member of a national Steering Group on women in local government and an external member of group managing a positive action programme to attract more Black and Minority Ethnic Planners into the planning profession.

 Phillip Mears - Principal Consultant

Phillip has almost 20 years of local authority management experience in Customer Services, local taxation, rent arrears management and complaints management.  As Customer Services Manager within a pressurised Revenue Collection and Housing Benefits service, Phillip worked with other senior managers to develop and introduce the Council’s first Customer Charter. He set up and facilitated focus groups, customer panels and mystery shops which provided valuable feedback to managers on how services could be improved. Phillip is an effective change manager and has worked with groups of staff to bring about more flexible approaches to service delivery and to gaining staff commitment to supporting customer facing services.        

Phillip was the London Borough of Lambeth’s Corporate Complaints Manager between 2000 and 2004 where he managed a team engaged in investigating third stage complaints.  During that time he was responsible for devising and implementing a new complaints policy across the Council, managing the introduction of complaints database used by all departments and administering the Council’s Whistle blowing scheme.

Phillip’s efforts led to the Council being able to establish a more positive working relationship with the Local Government Ombudsman.

In 2002 Phillip was nominated for and was awarded the title of Complaints manager of the year at the National Customer Services Awards. Phillip has designed and delivered internal training courses on complaints handling, with an emphasis on encouraging departments to view complaints positively.

Contact: Philm@symetra.co.uk

 Jennifer Herel - Principal Consultant

Jennifer is a training consultant with over 12 years experience in the private sector.  She has practical knowledge and experience in training need analysis, in designing and delivering training to a diverse group of staff to meet both their needs and equip them to deliver organisational objectives.

Jennifer is experienced in creating and delivering a wide range of training and development programmes including:- Assertiveness Skills Customer Care Equal Opportunity Health & Safety People Management Presentation Skills Telephone Skills

Jennifer also works on a voluntary basis for a minority ethnic faith organisation, which involves analysing and evaluating the skills and experiences within the organisation  and assessing how well they support their business needs.  She makes recommendations and implements strategies for building capability to address identified skills gaps.  She has also managed various change projects over the years.  This has enabled the organisation to develop solutions and actions plans to meet their objectives within the community. 

Contact: Jennifer@symetra.co.uk