Back-in Shack!
The comeback crew
Turning
returns into results across the whole business
Returns are the bane of any retailer. The classic double edged sword. The more you grow, the more you sell, the more returns you find yourself dealing with.
And as a department to work in, it’s a pretty unique proposition. While almost everyone else in the business does their best to get products out of the warehouse, Returns face the problem of watching them come back in. And let’s just say, they don’t always come back in the same condition they went out in…
For this issue of CQ Magazine, as with our last issue on CCLS, we once again wanted to shine the spotlight on a team of unsung heroes – vital cogs in the machine, without whom things would very quickly start to break down. You might not think it, but working in Returns is about much more than dealing with the items our customers don’t want. At any one time, this department plays a supporting role in customer services, warehousing and inventory, sales, product development, compliance, engineering… you name it. If returns (the thing) are the bane of the business, Returns (the department) are a huge part of its backbone.
Elsewhere in this issue we catch up with our CSR committee to hear about all the lovely things they’re up to, travel to China with Product Management and Supply Chain, get a sneak peek at the new range of Ultimate Comfort furniture and celebrate Coventry’s incredible new showroom. It’s our biggest issue yet (and we left stuff out!). As always, email CQ@careco.co.uk to share your stories!
Joe Abbitt BRAND COMMUNICATIONS MANAGER
The Returns team are an important department within CareCo, dealing with not only returns, but refunds and exchanges for our customers. I would like to thank all the team for their hard work and commitment in ensuring our customers receive the best returns experience! at li,
Paul Ibell ENGINEERING & RETURNS OPERATIONS MANAGER
Gala Dinner
On Saturday 9th November, we held our Gala dinner for Macmillan Cancer Support at Little Channels in Chelmsford. Our inaugural black tie event helped us to raise £6,000!
Our evening started off with a wonderful speech from our Chairman, Malcolm Harrison. Malcolm’s speech introduced the evening, of course, but also served as a timely reminder of the incredible work Macmillan do.
As Malcolm rightly said in his speech, over the last 3 years we’ve supported 8 staff members, living with cancer, and it seemed only right to put Macmillan at the top of the list when we heard of their dedicated support to so many people embarking on their own cancer journeys.
Together, we’ve made a real impact in supporting Macmillan’s vital work, helping those affected by cancer receive the support they need.
Thank you to everyone who contributed, volunteered, and attended – your kindness and generosity have truly shone through!
Foodbank Update
As you all know, we ran a foodbank collection just before Christmas last year at CCHQ and our Northern showrooms too!
We’re always looking for ways to make a meaningful impact in the communities we serve. Between our HQ and showrooms, we managed to collect and donate an impressive amount of food items to help those in need. Thanks to everyone’s generosity and commitment, we’ve made a real difference for local families during a challenging time.
We’ll be running more foodbanks in the future, keep your eyes peeled!
CSR Diary
2025
4
FRIDAY
5pm - 5am
The Flight Shift Friday 4th April
Raise a minimum of £50 Green Fancy Dress
Bring drinks and snacks
£40 lunch voucher for most funds raised!
Contact Jane Bunting (jbunting@careco.co.uk) to join the team! APRIL 2025
Target £2000
28 SATURDAY
Yorkshire Dales Mighty Hike Saturday 28th June JUNE 2025
Raise a minimum of £250 14 Miles
Lunch provided during hike/ hot meal at finish line Glass of Bubbly!!
Contact Gillian Airey (gairey@careco.co.uk) if interested!
NOTES
Keep diary free for other events!
Find Green fancy dress costume...
New ISO Certifications!
Last year, one of our main goals as a company was to become certified in accordance with ISO standards. As of December 2024, we achieved that goal!
The standards most important to us were ISO 9001, 13485, 14001 and 45001. Now, these random numbers probably don’t mean all that much to you on their own, but in a nutshell, they are internationally recognised standards created by experts and they help businesses like CareCo to establish levels of operational consistency.
Here’s the fun bit! We get to explain what each standard means:
• ISO 9001: Provides us with the requirements to create and implement necessary policies, processes, and procedures to provide products and services that meet customer and regulatory needs and improve customer satisfaction.
• ISO 13485: Similar to 9001 but specifically for Medical Devices, this demonstrates our commitment to the safety and quality of the medical devices we place on the UK market.
• ISO 14001: Demonstrates our commitment to operating sustainably and our commitment to reducing our carbon footprint to meet the UK’s Net Zero target.
• ISO 45001: A set of rules, policies, processes, plans and practices for preventing occupational health and safety hazards and minimising risks in the workplace.
The journey to gaining these certifications began way back in November 2023. It took the Business Support & Compliance team nearly 11 months to prepare for the audit and it led to the creation of our amazing Integrated Management System, the development of company-wide and departmental policies and procedures, process improvements and lots of other things to strengthen our infrastructure and support the rapid and continuing growth of CareCo.
Fast-forward to October of 2024 and the Business Support & Compliance team waited with bated breath over the longest 11 days of their lives as the ISO auditors got to work. The audits eventually ended (with no non-conformances of any kind!) and after another agonising 6-week wait for an independent technical review of our audit reports, we were awarded all 4 ISO certifications for all 4 CareCo sites: CC51, CC77, CCDY and CCLS!
We’re Proud to Be a Level 3 Disability Confident Employer
We are delighted to announce that we have officially achieved Level 3 Disability Confident Leader status!
The Disability Confident scheme is a scheme devised by the government that supports employers to employ disabled people in work. Schemes like this are essential because it helps us to challenge our own attitude towards our employment policies and helps us to improve our own understanding of disabilities, as well as removing barriers for people with a condition or impairment.
This is a significant milestone that demonstrates our commitment to fostering an inclusive and supportive workplace for everyone, especially those with disabilities. As a Level 3 Disability Confident Employer, we are not only meeting the highest standards for inclusivity, but we’re also taking an active role in inspiring and supporting people with a condition or impairment.
This achievement reflects the work we have undertaken as a company to break down barriers and ensure equal opportunities for all. From championing inclusive recruitment practices to providing tailored workplace adjustments, we’re creating an environment where everyone can contribute their best and thrive.
Together, we’re building a workplace that is not only diverse but also inclusive.
Learning Academy
“Learning is the difference between existing or really growing and developing as an organisation”, says Emma Smith, CareCo’s Head of Learning and Organisational Development. “It’s the big differentiator between performance and genuine high performance. If we don’t continue to develop, we’re going to lose our advantage.”
Learning and Development is gearing up for a big 2025, complete with new Learning Academy materials, the newly created L&D Partner roles and new internal development programmes, so we caught up with Emma over a cup of coffee for the full story.
Instead of a traditional training team with a onesize-fits-all approach, Learning and Development are evolving with a strategy focused on business partnering, tailored blended learning and talent
Striding forwards with Learning & Development
Emma Smith talks us through our bright future
management. This methodology allows L&D to fully understand the learning needs of the whole business and in turn create development programmes that are practical, engaging, and truly help us to do our jobs better.
Central to this approach are the L&D Partners, who will each work closely with dedicated areas of the business to firstly fully understand our operations, practices and learning requirements; then ensure that appropriate support and development guidance is provided.
The team from left to right: Simon Bidle - Retail (Northern, Central & South-East region), Carmen Alcón-Gardner - Operations, E mma Smith - Head of Learning and Organisational Development, Gemma Dalena - HQ & Retail (South-West region), Lesley Walmsley - Customer Experience Opposite page, bottom: The team’s new blended learning strategy
One of the most crucial aspects of the department will be defining key skills for every role in the business. This carefully curated approach will allow L&D to identify where people are already excelling and where they might need a little extra support.
Emma and her team will also be working to ensure that there is a focus on workshops being even more engaging and interactive, with emphasis on the practical application of new skills in our roles. This will be achieved by applying a blended learning approach which combines self-paced online learning, live workshops and on-the-job learning.
The team’s big focus over the next five years? Building a strong learning culture where professional development is second nature.
What’s coming up?
One of the first things being implemented this year is a dedicated SharePoint site, where everyone will be able to see what learning is available throughout the year, whether that’s online internally curated eLearning or in-person workshops. With new expertise in the team, there will also be opportunities for self-discovery with a personality profiling tool called Insights Discovery. This aids our understanding of ourselves and how we can build and maintain effective professional relationships.
Blended Learning
There are plenty of other big movements on the horizon, including CareCo’s very own Leadership Academy, which is kicking off in March, helping team leaders to build and apply their leadership skills. There will also be a big ramp up for our Product Mastery and Sales Mastery programmes, as well as further development to our OrderWise workshops and an expansion in training to support senior leaders throughout the business. Plus look out for news on the launch of a suite of personal effectiveness workshops and other learning opportunities related to customer service and wellbeing.
“At the end of the day, this is all about making sure learning is practical, relevant, and engaging”, Emma says of all these new developments. It’s about all of us taking what we’ve learned and actually applying it to our jobs. When it comes to how that can happen, Emma explains that it is most effective when managers pick up the baton after learning activities to “carry out regular 1:1 check-ins, engage with personal development planning, deliver constructive feedback and recognise their teams’ successes.”
In conversation with
Our Coventry Team
In January, we opened a brand new CareCo showroom in the heart of Coventry. Located in the Holbrooks Industrial Estate, our newest showroom has seen us open our doors for the lovely people of Coventry, but has also seen some new members of the CareCo team!
Kamil Fracik, Millie O’Connor and Marian Akakpo have all joined CareCo, while Dean Stringer and Jacob Osborne have made the transition to Coventry, too.
Once the showroom opened, we had an excellent opportunity to speak to Kamil, Dean, Millie and Mariam to find out a little bit more about them!
Check out our interview below:
Kamil
What is the one rule you live by?
I live by the rule of never giving up. Always persevere no matter how tough things get. I get this from my mum who’s my biggest inspiration. She’s very hard-working.
What do you love about CareCo?
The staff. Everyone I have met is so nice. The management team have been wonderful. The colleagues are helpful. They inspire me to be a better Sales Advisor.
Dean
How long have you been with CareCo?
I’ve been at CareCo for 7 years. It’s grown so much since I started. I’ve been in the mobility industry for over 18 years. Sales is what I’ve
always done. I started when I was 13 helping my Dad with his family rugs and carpet business. I learnt everything from him.
What’s the most exciting thing you’ve ever done?
I’ve paraglided and was in a bungee ball. I would love to skydive at some point. It would be a great adrenaline rush!
Millie
What are your goals for this year?
This year my focus is on organising myself, getting my personal admin up to date and getting ready for the summer. I’m planning to travel to Thailand at the end of year!
What are your favourite parts about your job?
I love to help the customers. I had a phone call from a customer saying that I had made their day. It was so nice to hear that. I see myself working here for a very long time.
Mariam
What do you like to do in your spare time?
I love to cook for myself and my family. I bake my own bread and pastries such as mini doughnuts and muffins for my children.
What would your advice be for anyone starting at CareCo?
My advice to someone starting at CareCo is to take work seriously. Have a solid work ethic. Ensure the customer is satisfied by giving them the correct product information.
- Mariam “
I believe if you’re going to do anything, do it with the intention of doing it with 100% effort. Don’t act on something half-heartedly.
”
34 Showrooms
and counting
London & South East
Chester,
Opens 11th April!
Midlands East of England
Our Community
“ Alone, we can do so little; Together , we can do so much ” “ ”
Being part of a safe, positive community is vital for our mental health and wellbeing. We thrive when we have strong connections with other people and supportive communities that remind us, we are not alone.
JOURNEY TO THE EAST
Back in November, the Product team (Will, Steffi, Kay, Kirsty and Jen) embarked on an ambitious 11-day business trip across China and Taiwan, running from the 17th of November to the 27th.
With a tightly packed itinerary, the team visited an impressive 27 suppliers and factories, covering multiple cities including:
• Anji
• Dongguan
• Dongyang
• Foshan
• Jiaxing
• Macao
• Shanghai
• Shenzhen
• Shunde
• Suzhou
• Zhenjiang
As well as visiting Hsinchu, Taoyuan and Taichung in Taiwan.
The main goal of the trip was to engage with our suppliers, strengthening existing relationships and, potentially, forging new ones. Along the way, the team uncovered some unexpected product finds, sparking ideas for the future. Each day brought a fresh wave of insights, whether it was seeing the incredible production setups that our partners have or just seeing just how much potential and scope there is for future expansion.
However, it wasn’t all work and no play! Living by the mantra “work hard, play hard”, the team made the most of their time abroad. Between back-
to-back meetings and factory tours, they managed to squeeze in some local experiences. From sampling authentic dim sum in Hong Kong to exploring the vibrant streets of Shanghai, every destination had something unique to offer, including one of our suppliers, where they had a fully-built Megatron in the reception area, (presumably de-activated).
One of the standout moments of the trip was seeing first-hand the sheer scale of production at some of the factories. Walking through the vast assembly lines and high-tech manufacturing facilities reinforced
just how much effort and precision goes into creating each and every product we sell.
All too quickly, the trip came to an end. It was a massive undertaking, but one that allowed the team to re-affirm our relationship with our suppliers in the East, and to add some much-needed cultural flavouring to refine our pallets.
Now back home, the team is buzzing with fresh ideas and valuable insights. The knowledge gained has already started to inform some of our decisions moving forward. BIG things are on the horizon and we can’t wait to share them with everyone!
RETURNS
A SPOTLIGHT ON RETURNS
There’s never a dull moment at CareCo and never is that truer than in our Returns department. The fire that hit CCHQ last year proved to be a trying and difficult time for everyone, and despite some unexpected hurdles (including a temporary relocation to what is affectionately referred to as ‘the chicken shack’), the Returns team has been the lifeblood of our after-sales process.
From processing returns with care to keeping stock organised and up to date, this is the story of the Returns team.
DEFINING SUCCESS
Currently situated in the warehouse of CC51, the Returns department is a small but efficient team. Headed up by Paul Ibell, our Engineering & Returns Operations Manager with Andy Green, our Returns Assistant Manager and Chloe Murphy, our Returns Manager, the Returns team is a small but mighty team that prioritises efficiency and accuracy as they work.
Key performance indicators (KPIs) guide the way, this includes:
• Processing returns within a three-day turnaround.
• Responding to customer emails within 24 hours.
• Completing weekly stock checks to maintain accuracy.
The team’s commitment to efficiency and precision ensures that our customers receive the best possible service, even after their purchase.
FACING CHALLENGES HEAD-ON
The fire at CCHQ last year took its toll on Returns, as it did the rest of the business, and forced the team into temporary working conditions… in a literal Chicken shack. “That’s what it was!” says Andy, “We were over at Motion [Healthcare], and that’s basically what it was, it was their old Chicken shacks being converted into warehouses. So, the guys were having to work. Guys were having to work through there with minimum power, very little heat, but it was the only way we could get returns turning over, obviously, with the support of CCLS as well. Without Leeds, we would have been in big trouble.”
While not ideal, everyone pulled together, collaborating with other departments to keep operations running smoothly. Now, with a move back to a permanent facility on the horizon - one that includes an expansion and colocation with the Engineering team - the future looks exceedingly bright for Returns!
Andy Green
RETURNS ASSISTANT MANAGER
What role does returns play in the big picture of CareCo?
Well without returns there would be no refunds, and products wouldn’t be getting repaired! Our customers rely on our products so we need to make sure that we refund as accurately and efficiently as possible.
What can the rest of the business learn from the Returns Department?
Information is key! We need to know the exact information to process an order otherwise it’s a guessing game to why a product has been returned and it slows down the process. The more concise, the quicker we can work.
What makes a successful day in returns?
I would say everyone coming into work on time and having structure, so everyone knows what jobs and tasks are ahead of them that day! Overall, I’d say that making sure everyone is adhering to the process we have in place is essential. If everyone does that, then we’re all leaving happy at the end of a long day!
Collaboration between departments is essential in any business and Returns is no different. The team has been working hard to improve training and communication across departments and are actively running training for other departments as well as themselves to streamline processes and reduce mistakes.
“We’ve started implementing fortnightly meetings with other departments to try and reduce mistakes”, says Chloe Murphy, “and likewise, we’ve been sending new starters into other departments to learn everything about what we do elsewhere and to help us reduce our own mistakes”.
ABOVE AND BEYOND
But Returns is not just a department for processing refunds and repairs! The department also plays a crucial
role in stock control and compliance with GDPR regulations.
GDPR is not generally something you might associate with Returns, but it’s an important aspect of the department’s work and requires full compliance.
“Every business has to comply with GDPR”, says Paul Ibell. “We obviously get all the stuff that’s coming back and that has the customer’s details on it. It’s likely got brochures in it with their names and addresses on. And if it starts going back to stock, then all of that needs to be removed from labels and boxes and stuff.”
This ensures the business runs efficiently while keeping customer data protected.
THE STATS
CCHQ Returns Processed
1860
RETURNS FROM WHENCE THEY CAME
There’s excitement in the air as the team prepares to move back to a more permanent space. With this transition, though Returns are currently managing things well, the move to CCHQ will help with improving workflow and being better equipped for our peak periods.
It’s a long way away from when the team were huddled around a single heater in a converted chicken shack!
KEEPING UP THE GOOD WORK!
Despite the challenges, the Returns Department has shown resilience, teamwork, and an unwavering commitment to excellence. With an exciting move ahead, improved processes, and stronger interdepartmental collaboration, the future is looking brighter than ever!
Stay tuned for more updates as the team settles into their new home!
NEW
Products
• Fold-down frame design
• Airline-friendly
• In-app control
• Modern LCD joystick display with big buttons
• Thick padded seat
• 25km range
• Concertina folding
• Charge anywhere
• Lightweight
• Thick padded seat
• Modern LCD display
• Available in purple, red and grey
• Heat and massage
• Precise adjustment
• Padded arm and headrest
• Spacious side pockets
• Large button handset
• Dual motor
New Ultimate Comfort Range Set to
be in showrooms soon!
New styles, new fabrics, new photography...
It’s full steam ahead for our new Ultimate Comfort range, with 35 fresh fabrics joining the line-up and a host of new chairs and beds for customers to enjoy. With modern patterns including a bold new stripe fabric and a lovely on-trend feel across the board, we can’t wait to see these in our showrooms!
Salcombe Range
Behind the Scenes at HUB
NEW UNIFORM
We’ve recently launched a brand new uniform for our non-desk workers. The uniforms launched on Thursday 13th February and have been designed to improve comfort, practicality, and provide a more professional look for staff.
The retail uniform is designed in a sleek grey theme and is for Showrooms, Delivery Drivers, and Service Engineers:
• Grey Gilet
• Grey Polo Shirt
• Grey Shirt (for Managers)
• Grey Soft Shell Jacket
• Grey ¼ Zip Sweatshirt
For the Operations team, the new uniform is:
• Hi-Vis Coat
• Hi-Vis Polo Shirt
• Hi-Vis Soft Shell Jacket
• Hi-Vis T-Shirt (optional)
We’re confident that these new uniforms will be as comfortable as possible, and will go a long way towards helping us to present a consistent and professional image to our customers and partners!
CareCo In The Wild
Our customers in their natural habitat!
Two very happy customers out and about on their X-GO Proceeds, let’s see what they think...
Bernie - “First experience of having a mobility scooter, nothing fussy or complicated with simple controls, safety break feature and lightweight - one very happy customer.”
Meshiel - “I got my scooter last month as I’ve been struggling for some time with my mobility. Holidays will be great again as I’ll be able to go out and about with my husband. He tells me what he’s seen on his walkabout, but now he’ll be able to show me instead!”
stars
Follow us on social
Bernie gives 5 stars
Meshiel gives 5
CareCo Taunton coming soon...
A few months ago, we announced that we are expanding our Home Installation and Mobile Servicing Technician services, which allows us greater control over our services, rather than having to rely on third party partners. To that end, we’re pleased to announce that CareCo Taunton (CCTA) officially opened its doors on Monday 10th of March!
With CCTA’s opening, we’ve started small with a view to expanding further. For now, we’ll be working in the TA, DT, BH, SP, BA, SN, BS and GL postcodes! We’re working fast after that too! Once CCTA is all set and ready to go, we’ll have a mobile technician service in place in April, once the newly recruited technicians are fully trained.
CCTA will be headed up by Matthew Dunn . New recruit Sophie Turner will be handling the general day-to-day alongside Wayne Turnbull –both will put the training they gained at CCDY to good use!
Where can I find CCTA?
CCTA will be operating out of Unit 1603, Bridgwater Gateway, TA6 6GY . Ideally located just off Junction 24 of the M5, it has easy access to the motorway network and all major routes to the South West, South Wales and to the counties of Hampshire, Wiltshire Berkshire, Oxfordshire and Gloucestershire.
4.9 out of 5 reviews received 56,476
Went into store the young lady called Chloe Rice was very helpful we purchased an Oslo riser recliner would go back there again first class service.
Great Service!
Great company, great product!
The lady in the showroom was very helpful and ordering was a simple process. The chair was delivered by Kevin Smith who manhandled the heavy riser chair by himself and gave us clear instructions on how to use it. He was both efficient and helpful. Overall the whole experience was very positive and I would thoroughly recommend CareCo to friends and family.
Phoned on Thursday as I needed a wheelchair for the weekend. George was very helpful! I got the CareCo aluminium traveller and the gel comfort cushion. It all arrived on Friday! Only had to put the footrests on and it was ready! It goes through all our doorways and was invaluable when I went for my MRI scan. There’s always something I need at CareCo and the service is brilliant both in store or on the phone.
Recliner Chair...
Our People Pinboard
Celebrating from November to February 2025!
Work Anniversaries
10 Year
Dan Jones, Marketing, CC77
5 Years
Kevin Bacon, Showroom Manager, Southampton Showroom
Michael Turner, Showroom Advisor, Leicester Showroom
Gill Airey , Multi-Site Manager, Warrington & Preston Showroom
Jayne Lee, Showroom Advisor, Warrington Showroom
Tom Curson , Servicing Manager CC51
Natasha Regan , Showroom Advisor, Warrington Showroom
3 Years
Stephanie Gaskin, Compliance, CC77
Gemma Prouse, Showroom Manager, Exeter Showroom
Micheal McCall, Engineering, CC51
Tracy Davidson, Showroom Manager, Nottingham Showroom
Tessa McLaughlin, Sales, CC51
Kunle Eko-Davies, Logistics, CC77
Lewis Risdon-Stapley Regional Management, CC77
Paul Carter, Sales, CC51
Rasmus Petersen, Warehouse, CC77
Joan Mantell, Showroom Advisor, Brighton Showroom
Scott Browne, Warehouse, CC77
Gareth Pritchard, Showroom Advisor, Bristol Showroom
James Line, Product Management, CC77
Chantelle Gray, Warehouse, CCLS
Donna Ebbs, Operations, CC51
Caroline Goode, Showroom Advisor, Nottingham Showroom
Weddings
Married 4th November 2024
Laura Richardson - Warehouse, CC77
Married 27th February 2025
Gill Airey - Multisite Manager, Warrington & Preston
Babies
Baby Boy - Vincent - November 2024
Shannon Tyrrell - Customer Administration, CC51
Baby Girl - Margot - November 2024
Leah Osman, Marketing, CC77
Baby Boy - Freddie - November 2024
Tom Stansfield - Operations Director, CC77
Baby Boy - Elliot - December 2024
Adam Randall, ICT Manager, CC77
Baby Boy - Luca - February 2025
Jessie Mann, Showroom Advisor, Leicester Showroom
Share your stories, photographs and people’s pinboard news for the next issue