Home Instead (Cheltenham & Cotswolds)

Gloucestershire is such a beautiful county and I feel incredibly proud to have opened our Home Instead Senior Care office just outside Cheltenham. My twins were born in Cheltenham (a boy and a girl!) and go to school there, and we live not far away near Cirencester.

I have had a wonderful career, holding a number of Local Authority posts before becoming a corporate director here in Gloucestershire. I've been responsible for everything from customer service to community development, business improvement to staff training and I've learned a lot about what matters to local communities and older people. I was inspired by my sister and my sister-in-law to become involved in the care sector, both of whom work with older people. Home Instead Senior Care means I can have a real impact on the day to day quality of people's lives. It means I can provide the very best level of service on a completely personalised basis, which is exactly what I would want for my own mum.

Being the first care at home company in Gloucestershire to be rated overall 'Outstanding' for a second time running by the CQC (achieved by only a small number of organisations nationwide) is amazing and all down to the truly wonderful CAREGivers and fantastic office team who work with us.

In 2011, I began my journey with Home Instead as a care professional, balancing part-time weekend and evening shifts to accommodate my young children. Over the course of seven years, I dedicated myself to our mission. After a brief hiatus, I rejoined Home Instead in 2022, assuming the role of Care Manager. Recently, in January, I stepped into the position of Operations Manager. My passion for this work knows no bounds; it's incredibly fulfilling to contribute to our clients' lives by providing exceptional care. None of this would be possible without the amazing team I'm fortunate to work alongside.

I began my journey with Home Instead in 2005, initially as a care professional. Within just two years, I was honoured with a promotion to Senior Care Professional. This role not only involved direct caregiving but also offered me insights into the broader operations of the company. These experiences paved the way for my current position as Head of People. In this capacity, I'm dedicated to recruiting and nurturing our exceptional team of care professionals, all of whom are deeply committed to delivering exceptional care.

Getting to know each and every one of them has been an absolute joy.

My journey began as a care consultant, a role that immersed me in the heart of client interactions. In this position, I was responsible for assessing clients' needs, developing care plans, and coordinating with various services to ensure seamless delivery of care.

Within a short period, an opportunity arose to transition into the role of Client Experience Manager. Home Instead recognised my dedication and the positive feedback from clients and their families. This new role encompassed broader responsibilities and a strategic focus:
Becoming Client Experience Manager was not just a career advancement; it was a significant step toward making a meaningful impact on a larger scale. Here’s why this role is important to me:
Knowing that my work directly contributes to enhancing the lives of clients and their families is deeply fulfilling. It’s more than a job; it’s a calling.

The journey from Care Consultant to Client Experience Manager has been both challenging and rewarding. It has allowed me to grow professionally and personally, enhancing my skills and broadening my impact. Each day, I am reminded of the importance of my role as I witness the positive changes in our clients' lives. This journey has solidified my commitment to improving the client experience and reaffirmed my passion for making a difference in the field of care management.

I began my journey with Home Instead in 2014 after working as a registered nurse. Following a brief period overseas, I re joined the team in 2022 as a care consultant. Currently, I lead the specialised and complex care division at Home Instead. In this role, I meet new clients, perform consultations, and conduct risk assessments for individuals with more complex needs. I thoroughly enjoy my role and take pride in making a difference.

My journey with Home Instead commenced when I stepped into the role of a care professional. It was here that I first encountered the profound impact of providing personalised care to individuals in need. Each interaction, each moment spent with a client, reinforced my belief in the power of compassion and human connection. As I navigated through various care scenarios, I honed my skills, cultivating empathy and understanding along the way.

I transitioned into the role of a scheduler at Home Instead. This shift marked a pivotal moment in my career, as I assumed responsibility for coordinating client calls and ensuring that each individual received the support they required. It was a natural progression, fuelled by my passion for enhancing the quality of life for our clients and optimising the care delivery process.

I began my journey with Home Instead in 2020, working as a Care Professional and supporting clients with their needs for two years. After this period, I transitioned to an office role, joining the client team. In this capacity, I onboarded new clients, assessed their needs and required level of support, and wrote their care plans. I greatly enjoyed sharing each step of their journey with them.

Recently, my role has evolved into a completely new position, designed to serve as a bridge between clients and their care professionals. I am thoroughly enjoying this new challenge, which includes keeping care professionals up to date with their training in the field, completing sign-offs, and supporting both live-in carers and clients.

Joining Home Instead in February 2022 marked a significant milestone in my career. The initial phase was challenging, but the robust support system and training program at Home Instead equipped me with the skills and confidence needed to excel in my role.
After one and a half years, I was honoured to be offered the position of Senior Care Professional. This role allowed me to take on more responsibilities and further develop my expertise. A little while later, I advanced to the role of Team Leader, where I oversee and assist new care professionals during the beginning stages of their journey with us.
Currently, I continue to grow and learn in my role at Home Instead. I am dedicated to providing the highest level of care and constantly seeking opportunities for professional development. In the future, I aspire to take on more significant leadership roles within the organization, where I can continue to mentor new caregivers and contribute to the advancement of caregiving standards. I am excited to continue this journey, always striving to provide compassionate, high-quality care.
My journey with Home Instead has been incredibly rewarding and fulfilling. I am grateful for the opportunity to make a positive difference in the lives of those I care for.

My primary responsibilities include financial administration for the business, clients and their families, and staff members. As a key player in the office, I have been able to build strong working relationships with staff, clients, and their families.