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Leading homecare firm launches customer services team

An award-winning Gloucestershire homecare provider is launching a customer services team as part of a restructure which also heralds management changes within the business.

DoCare, based in Stroud, will launch the new service on October 1. It means that any calls made within office hours, to any of its seven offices, will be answered in person, without the need for answering machines. The team will comprise existing head office staff, but new posts could be created as the team expands. The aim is for this service to be extended from next year, to cover 7am to 10pm seven days a week.

At the same time DoCare founder and current Managing Director Steve Mills will become Development Director, focusing on extending the business to a larger geographical area serving a greater number of social services authorities and private clients. His wife and co-director Una Mills becomes Operations Director, while long-serving Communications Manager Sue Mothershaw steps into the role of General Manager. Una and Sue will focus on the day-to-day running of the business.

“I know from talking to our clients that they don’t like answering machines and I don’t either. DoCare is a people-centred business and so we think people should be answering the phone and dealing with queries as quickly as possible,” said Steve. “This new customer service team is just one way of improving the service DoCare offers its clients.”

Steve said the management restructure would also improve the way DoCare is run. “I will be changing my title to Development Director, so I can focus on growing the DoCare business. Our vision for the business is one of reputation, sustainability and growth. But I am still around and about at DoCare and will be carrying on my regular and highly enjoyable visits to clients.”

Una said: “My role in the business has always been to look at it strategically with Steve, so we know what direction it is going in and so we can constantly improve the services we offer.  My passion is to ensure that we maintain our good reputation and constantly deliver a high quality service.” 

Sue added: “My eight years at DoCare have seen many changes and considerable growth across the area we cover and the size of the teams. I am excited to be working with the teams to build on that initial growth and develop the services offered by DoCare, whilst maintaining our fundamental principle of offering excellent service to our clients.” 

All DoCare’s phone numbers – for the Stroud head office and its locality offices – remain the same, as do the out of hours contact numbers. 

DoCare was a finalist in the Great British Care Awards this year; last year one of its area managers, Kerry-Ann Lees, was named National Dementia Carer of the Year for the same awards. In 2012 the company successfully gained new contracts with both Bristol and West Oxfordshire social services to support clients and is now actively seeking further contracts going towards the south west. In 2014, DoCare will celebrate ten years in business.