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September 8, 2025Celebrating 10 Years of Care: Dee’s Journey from Carer to Customer Care Lead
This year marks a significant milestone for Dee Kaur, our Customer Care Lead, as she celebrates 10 years with Acacia Homecare. Beginning her journey as a Care Support Worker with no prior experience in care, Dee has grown to become one of our esteemed Customer Care Leads and a Dementia Friends Ambassador. Her journey embodies the spirit of our Acacia Homecare family culture, where compassion, dedication and personal growth are at the heart of everything we do.
Over the past decade, Dee has not only advanced her own career but has also positively impacted the lives of countless customers, families and carers through her kindness, expertise and commitment to excellence. Her story serves as a testament to what is achievable in an environment that genuinely values both those receiving care and those providing it.
To celebrate her 10th anniversary, we had the opportunity to interview Dee. In this discussion, she shared her experiences over the past decade, how her role has evolved and what she looks forward to in the future.
When did you join Acacia Homecare and what was your first role?
I joined the company in August 2015 as a support worker.
What inspired you to start a career in care?
Uhm, my dad was very sick and sadly passed away on the 9th July 2011, but prior to this, he was allocated a carer who would visit him at home and administer his medication to him, she would sit with him and have small talk about day to day things, they spoke about how he's feeling and if he needed anything and she would offer to make him a cup of tea and something to eat. It seemed like a rewarding job, but I didn't really think too much into this kind of role, more so because I didn't know much about it and what it entails.
A few years later in 2015, after applying for many different job roles, Acacia Homecare invited me in for an interview, they organised shadowing for me, I went out not knowing what to expect, didn't know if I was cut out for this role as I've never had any experience of working in the care sector before. I just thought well let's see what happens. After day one of shadowing, meeting other carers and visting customers who were unable to do things for themselves, I was hooked, I just wanted to help them all and that's where it all started.
I was offered the support worker role. There was something about this role that really touched me. I was here to stay.
How did your journey evolve from carer to Customer Care Lead?
I was approached by our then Manager and the Director Mr C, asking me to pop into the office because they needed to speak with me. Off I went, hands sweating, stomach churning, I thought I was in trouble, but it was good news, I was asked to join the office and was offered a Care Coordinator role which involved planning the rotas, allocating carers to care calls and taking on the emergency out of hours phone calls. After some time, I approached Mr C and said that this role isn't for me, I'd rather go back into the field and do the job I was loving rather than a role I was not happy doing.
Mr C said we don't want to lose you so bear with us and let's come up with something else. After some time, I was approached again and asked if the Recruitment and Retention Lead role would be something I'd be interested in, I said I'd give it a go, I did take on this role and loved every minute of it, from sourcing potential carers to booking them in for interviews, booking their shadowing while Director Mrs C carried out the induction training with them, I soon took over with the induction training with the help and guidance from our Mrs C.
We also managed the care packages for our customers in Barnet, ensuring carers were allocated, liasing with the customers and visiting them at their homes. After some time and as the work load was getting larger and larger, new office staff were employed and I then moved on to the Customer Care Lead role where I take on new enquiries, book assessments with the customers and their families and ensure their care plans are completed to a hgh standard.
Also, in 2019, I went for some training to become a Dementia Friends Champion and having had this role for a couple of years and completing further training, I am now a Dementia Friends Ambassador and I hold monthly online sessions for the wider public and for our carers.
What has kept you at Acacia Homecare for 10 years?
Well, I have to give credit where it's due, over the years, the Directors have been very supportive, even when things were tough, they were there to support me and guide me and for this, I will always be grateful.
I've learned a lot over the years and having had various roles and meeting new customers, their families and meeting new carers, I have to say, this is what has kept me here at Acacia Homecare. It really does feel like a family.
How has your role changed your perspective on care or leadership?
When I first started, I saw care as mainly about meeting people’s practical needs, but over time, I’ve come to appreciate how much it’s also about building trust, preserving dignity and really listening to each individual. I’ve learned that good care is not one-size-fits-all, it’s about tailoring support to each person’s preferences and circumstances.
I’ve learned that care isn’t just about the tasks, it’s about listening, showing kindness and making sure people feel respected. In leadership, it’s about supporting and trusting the team, because when they feel appreciated and confident, it shines through in the care they give.
How would you describe your relationship with the carers and customers you support?
I know I have a great relationship with the carers (you can ask them ha) and if the customers I care for are happy with the care they're receiving, well, that's a win and just knowing that the care they are receiving is to their standards, then the relationship will automatically grow more and more towards a positive result.
What do you enjoy most about your current role as Customer Care Lead?
I enjoy it all, from first meeting the customers and their families to all the way through to ensuring that the care they're receiving is nothing but the best. You'll often hear me say, "at Acacia Homecare, we do pride ourselves in what we do and I'm not just saying that because I work here, it's because we really do care and you will see this once you've accepted our care services."
How has working at Acacia helped shape your personal or professional development?
Have you met the people I work with?
Working at Acacia Homecare has helped me grow both personally and professionally. I’ve learned a lot about patience, communication and teamwork. It’s also taught me how important it is to be flexible and compassionate, which has made me better, not just at my job, but in everyday life too.
If you could go back to your first day, what advice would you give yourself?
I’d tell myself to take things one step at a time, not to be afraid of asking questions and to remember that mistakes are part of learning. Most importantly, I’d remind myself that building good relationships with the team and the people we care for is just as important as the tasks themselves.
What are you excited about for the future of Acacia Homecare?
I’m really excited about the future of Acacia Homecare because there is so much potential to keep improving and growing. I look forward to seeing us find new ways to support both our carers and the people we care for, making sure everyone feels valued and well looked after. It’s great to be part of a team that cares deeply about making a positive difference and I’m hopeful that we will keep learning and offering the best care possible as we move forward. Here's to another 10 years at Acacia Homecare.
Ten years on, Dee's journey continues to inspire us all at Acacia Homecare. Her story is proof that when you’re part of a supportive, family-oriented workplace, you can grow, make a difference and find real fulfilment in your work. We are proud to have her as part of our team and look forward to seeing the next chapter of her journey unfold.
If you’re looking for more than just a job, if you want a career where you’re valued, encouraged to grow and able to make a real difference, join our Acacia Homecare today. Explore our career page and start your own rewarding journey in care.
