In her role as principal director at three Bluebird Care branches located in Cambridgeshire and Coventry, Carolyn Dailey ensures every customer care plan is reviewed and audited by herself or another senior director to ensure that the highest level of detail and professionalism is upheld whilst capturing customers’ bespoke wants and wishes.
Any customer feedback, concerns and complaints are dealt with immediately, and Carolyn will personally mentor team members through the follow-up responses to ensure that, wherever possible, the customer is satisfied.
Carolyn consistently strives to implement new strategies for business processes. For example, the implementation of an internal enhanced monitoring system (EMS) to allow the most vulnerable customers to be monitored by a dedicated director who is proactively looking for any signs of change. These changes will be spotted earlier than usual through the EMS, and customers will be immediately referred to a health care professional.
Carolyn encourages all team members to embrace progression and career development. She encourages her colleagues to go above and beyond, and one member of staff who began as a care assistant is now a senior director.
She is passionate about providing top quality, personalised care and trickles this belief down through the business via open communication. Carolyn is a leader to her teams, she lives and breathes the business and prides herself on being on-hand at every stage to give constant coaching, mentoring and leadership.