Being a customer relations manager, or CRM, involves doing all the tasks I love to do – liaising with a wide range of different people and supporting older people and their families through what can be a very stressful time as they search for the right care home. I love being part of a team that’s making a difference to people’s lives.
I joined Winchcombe Place in June 2019, and I’m enjoying getting to know the team and the residents themselves. I used to work in recruitment and events, so I love working with different people. I’ve also worked in domiciliary care, so I knew I wanted to continue working in the care sector.
In my spare time I enjoy socialising with my friends and family, and doing some travelling. I also enjoy watching motorbike racing.
I have 20 years’ experience working in the catering industry, but for years I have cooked for people who wanted food, whereas now I am cooking for people who need food and it is much more rewarding.
My biggest professional challenge so far has been to run a 280-seat restaurant with a team of 16 chefs in Edinburgh. My highlight was catering the opening of the Dolphin Adventure Centre in Pangbourne and meeting Prince Edward, who was opening the centre.
My role requires you to be good at listening to what the residents want and what their expectations are. It is also very important to have a good team and get them to contribute their ideas into work practices and menus.
Outside of work I enjoy spending time with my partner and kids, as well as the occasional game of golf.
I joined the team at Winchcombe Place in early 2019. I’d been a lead nurse in a GP practice and fancied a new challenge. I’ve been really enjoying the chance to do ‘hands on’ nursing. To me, that’s ‘proper’ nursing. Since joining the home, I’ve also been enjoying getting to know the residents and learning about their lives. I’m fascinated by their stories of the past and I love their anecdotes!
I’m very proud of the work we do at Winchcombe Place. Nursing can be very challenging and I appreciate what the team does every day to enhance residents’ lives and make this a home from hom.
In my spare time I enjoy pottering in my gardening, and growing my own veg. I also have a spaniel who keeps me busy. My passions are Cornwall and Wales – I visit and explore both places whenever I can.
I started working for Care UK in 2014. Before joining the organisation I was an Operations Manager for a national catering company. This is very different, but I love the rewarding nature of my job – being able to have a positive impact on a person’s day. When I bring a smile to a person’s face or I make them laugh it’s a fantastic feeling.
Quite a few of the residents at Winchcombe Place are living with dementia and are at different stages of their dementia journey. I work hard to see the person behind the dementia. Every person we care for is an individual, with different needs. One of the key things I’ve learnt in this role is to be alert to a person’s body language when you’re doing an activity with them, particularly if their verbal communication has been affected by dementia. Their body language can give you important insights into how they’re feeling.
One of the biggest highlights of this role was when I took a resident on a barge trip. This particular person hadn’t left the home, and hadn’t spoken, for nearly two years. At the end of the trip they smiled at me and said, “Thank you. That was lovely”.