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Taking Care expands Senior Leadership team

We're pleased to welcome two experienced specialists into the newly created roles of Head of Customer Experience and Head of Resolution Centres.

February 26, 2021

Taking Care SLT

Due to continued and fast-paced growth, we've strengthened the Senior Leadership Team by taking on two new members who have a wealth of experience between them.

Steve Gates, Managing Director at Taking Care said: "As we continue to experience fast growth, in both our consumer and business-to-business-markets, it is absolutely vital that we hire individuals who will have the skills and experience to help us to continue to improve our services and speed up our rate of innovation."

"Both Alison and Andrew are absolutely crucial in this regard and are a very positive strengthening of our Senior Leadership Team – between them they have extensive experience of the health market, elder care, major change programmes and running large customer-facing operations where response time is absolutely critical. We are so delighted that Alison and Andrew have chosen to join us at this exciting stage in our journey."

 

Andrew Ridpath, Head of Customer Experience

Andrew Ridpath

We're excited to welcome Andrew into the Senior Leadership Team in the newly-created position of Head of Customer Experience. Andrew’s responsibilities include:

  • Senior leadership and strategic focus for all Customer Experience operations.
  • Delivery of exceptional customer service, high operational performance and agility of change delivery in a fast-paced, innovative and customer focused environment.
  • Developing a culture of customer experience professionals who are passionate, innovative and customer focused.

Before joining Taking Care, Andrew worked as Director of Operations for South West based Integrated Urgent Care services (NHS 111 and Out of Hours GP services).

Andrew said: "The role of Head of Customer Experience at Taking Care really appealed to me because my blend of customer experience and urgent care operations skills and experience is an extremely good fit for this role and business. It is my ambition to lead the Customer Experience Team at Taking Care through change to improve both customer experience and the provision of the lifesaving services we provide."

"The appetite and desire to make things better for customers, demonstrated right across the business, is fantastic and really attracted me to the role. It is clear to me that Taking Care are a customer focused organisation committed to supporting people live independently, safe and well for longer in their homes. This really motivated me to join and make Taking Care the next chapter in my career, supporting the provision of such a worthwhile and valuable service."

Outside of work, Andrew enjoys travelling around the UK and Europe with his two sons in their campervan. He also enjoys restoring modern classic cars and showing them at local cars shows.

 

Alison Barnfather, Head of Resolution Centres

Alison Barnfather

We're also thrilled to welcome another addition to the Senior Leadership team, Alison Barnfather into the position of Head of Resolution Centres.

Alison’s responsibilities include:

  • Strategic leadership and operational management of Taking Care’s Emergency Resolution Centres, ensuring the delivery of an effective and compassionate service to our customers on a 24/7 basis.
  • Designing and delivering a strategy to increase customer choice and operating across a range of B2C and B2B channels.
  • Create a culture of high performance and efficiency within the Emergency Resolution Centres, as well as overseeing a culture of continuous improvement.

Before joining Taking Care, Alison worked on a contract basis with Bristol City Council in their state-of-the-art Operations Centre, which included delivering a UK wide telecare service.

Alison Barnfather said: "The new role of Head of Resolution Centres was a great fit for me as my background has been within the contact centre industry and emergency response. Taking Care has a clear vision, including delivering the best service and experience, which echoes my customer service ethos."

"I see this role as an exciting opportunity to lead the way in the future of technology enabled care and supporting our wide range of customers with a flexible service. We live in a time where people want to live independently, whilst knowing they are safe and secure. The passion that Taking Care has fits my ambition to be the best in class in resolution centres and be the company of choice in the industry, ensuring we are always there to support our customers when they need us."

When not at work, Alison loves to travel and has a passion for other cultures, albeit over the last year more of a local focus. She cannot wait to begin exploring again when the travel industry opens up.

 

Want to learn more about working at Taking Care?

Visit our career pages to learn more about what it is like to work with us and to view the latest vacancies. Follow us on LinkedIn, Twitter and Facebook to keep up-to-date with our latest news or learn about our personal alarm services.

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