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Staff Stories - Laura Walton, Customer Services Advisor

Meet Laura, one of our Customer Services Advisors who helps to keep our customer happy and reassured.

September 08, 2022

Laura at Taking Care

Laura has been working with us for over a year in the Customer Services team.

She loves to support customers to keep themselves or their loved ones safe. Laura also loves training with her Exeter Starlites' teammates for different cheerleading competitions.

We asked Laura to share what it is like to work at Taking Care.

If I had to describe our workplace in one word it would be 'family'. 
Laura Walton, Customer Services Advisor


What is a typical day for you at Taking Care?

A typical day for me involves answering calls and emails from customers and their loved ones to update their account, make payments and discuss our different personal alarms for customers looking to upgrade. I also provide welcome calls to our Taking Care Prevent customers and make wellbeing calls to check-in with the customer where required.

What do you love about your job?

I love that no two days of my job are the same. Every phone call or email I handle is different. My favourite value of Taking Care is ‘One Team’ because we truly are one team. Regardless of the department we work in, we all support each other and help each other out where possible.

How does your job benefit customers?

My role with Taking Care Prevent is to contact customers and check in with them if we notice a change in their usual daily activity. We call them to check-in and offer any support that they may require.

This is very beneficial to the customer as it can ensure they are monitoring their own health as well as knowing someone is available to support them if they need it. This then hopes to keep our customers a little bit more active.

Laura training

What do you find most challenging and rewarding about your role?

I always find it rewarding when helping a customer with technical issues with their equipment or pendant alarms. It’s difficult to try and explain to customers what needs to be done when you can’t see what they’re looking at and they don’t always understand what you mean, but it is great when it finally clicks, and they manage to get it to work.

The relief from the customer is always rewarding and the customer always feels better for it.

Exeter office

Do you remember your first day at Taking Care?

I remember my first day very well. Starting here was a HUGE step out of my comfort zone so I remember being terrified! Everyone that was working in the office was so friendly and helpful though and made my first day a breeze!

Taking Care is like one big work family with everyone being so caring and supportive. We also look after our customers in the way we would wish for our family to be treated.

I have become much more confident since working here. Everyone is just as lovely today as they were on my first day, I wouldn’t be where I am now without them!

What do you love to do aside from work?

I am an adult cheerleader for Exeter Starlites so out of work I am training with my team, entering competitions.

Working at Taking Care

If you would like to find out more about what it's like to work at Taking Care, you can watch our video below or see the latest job vacancies on our Career pages.

Taking Care careers


Independent living products brochure

Learn how personal alarms and home monitoring solutions can keep you or your loved ones safe and independent at home.

Download brochure

Ways to support independent living

Independent living products brochure

Learn how personal alarms and home monitoring solutions can keep you or your loved ones safe and independent at home.

Download brochure

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