Picturing customer support

Elaine Sheppard
Elaine Sheppard

Choosing the right care home is a big decision that typically involves lots of questions. Providing families with the guidance they need is our new Head of Customer Support, Elaine Sheppard.

An experienced customer services specialist, Elaine has come to us after 17 years in the professional portrait industry.

She was a director at a Norwich-headquartered national company specialising in high-end, luxurious photography across 15 franchises and 75 independent studios.

One of Elaine’s successes was helping the company become the official portraiture partner for mums-to-be pregnancy guide and app, Emma’s Diary, and the outdoor activity organiser, Activity Superstore.

As time went on, Elaine began looking for a new challenge and happened to see the Colten role advertised, detailing responsibilities for achieving occupancy at all 21 homes.

“It resonated with me,” she said. “I live in Ringwood, five minutes from Colten House. The more I researched, the more I realised what great a reputation Colten Care has. I love that it is family owned. I have a big belief in that.”

Having landed the job, Elaine did a four-week induction visiting all homes to see how our Customer Advisers operate. Reflecting on her introduction, she said: “I was like a sponge, soaking up as much information as I could, getting a feel for what life is like in the homes. Everyone has been so welcoming, kind, supportive and friendly, really living the values and always finding time to help if I have a question. This is a great company to work for.”

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