Providing a lifeline to the local community

When Rosie Baldwin joined Home Visits, she was looking for a better career. Now a customer service partner, she shares how it’s given her more than just financial rewards. 

Rosie Baldwin, Home Visits customer service partnerI started off at a major supermarket chain, working my way up to a managerial position. After a few years there, I wanted to look for something new – still in management but in a different environment with an improved work/life balance.

That’s when I joined the Home Visits team covering Bristol and Gloucestershire, as a customer service manager. I’d previously worked in a big store, employing 300 people. So, it was a refreshing change moving to a smaller team with a more family feel.

Right from the beginning, I wanted to progress my career and got plenty of support with this. Along with training from the Institute of Leadership and Management, I joined the internal Pathway to Partnership programme. This led me to becoming a domiciliary partner last year.

There’s plenty to motivate me 

My role includes recruiting and inducting new colleagues; managing our team; booking locums; overseeing all the legal requirements we have with the NHS; handling our finances; looking after our fleet of vehicles; and organising training for the whole team.

People are aware of our stores but not necessarily our domiciliary service. For our patients, many of whom are elderly, we’re a lifeline as they can’t make it to the high street by themselves.

With our help, they’re able to easily do things they enjoy, like reading, watching TV or knitting. We get lots of positive customer feedback, thanking us for what we’ve done. Improving their quality of life is one of the best things about my job.

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Growing the business 

Looking ahead, I want to provide extended optical services, such as post-cataract care, and have the best tech to do this. I’d also like us to be part of the new Home Visits audiology service.

There are 25 of us in the team and we’re continuing to grow. As more people join, they’ll bring new skills and attributes, which we can learn from. I want to support my colleagues in their career development, as it was done for me.

I’ve got a great relationship with everyone in the team, in particular my business partner. We really complement each other, which makes things so much easier and more fun. Plus, I have more time to spend with my family and friends, which is better for my wellbeing.

My future is in Home Visits. I love the work and the people, especially our customers. I grew up in Gloucestershire, so I’m very proud to be helping my local community. 

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