Meet the Team
At Worcestershire Telecare our team is committed to providing the highest standards of service and customer care. The team has a wide range of skills that support modern and innovative services to ensure our customers’ expectations are exceeded. Read our Management and Specialist teams’ personal profiles below to find out more about the people who help us to deliver more for customers.
Rupert Lawrence, Head of Worcestershire Telecare
As head of service, Rupert is the lead for the organisation and drives service development, performance and business strategy. He is the operational lead for services for organisations and key contact for new and existing business enquiries.
Rupert has a real passion for Assistive Technology and developing Technology Enabled Care Services (TECS). He has over 10 years’ experience within the housing and telecare sectors and his in-depth knowledge of Health, Social Care and Housing supports our services for all of these areas.
"I’m passionate about Assistive Technology because I know what it can achieve; better outcomes for service users and their families, better outcomes for customers and stakeholders, and better outcomes for commissioners and the wider community.
I also have a passion for customer service, innovation, people management and service development. I have a great team around me and supporting them to grow and develop the service and themselves is very rewarding."
Matthew Jones, Monitoring & Response Centre Team Manager
As Monitoring & Response Centre Team Manager, Matt is responsible for the running of our state-of-the-art monitoring and call handling hub based in Kidderminster. Matt, along with his team of supervisors, provides support, direction and guidance for our Monitoring & Response Team. He leads on performance management and reporting, enquiries and customer feedback, resource management and service development for the monitoring centre.
Matt has previous call centre management experience in the Emergency Services and Out-of-Hours GP services and this background brings useful knowledge and skills to our Monitoring & Response Centre. He has advanced expertise in monitoring and information systems, which helps our services to deliver the highest levels of customer care.
"Helping our team to deliver exceptional services from our Monitoring & Response Centre is very rewarding. Each day is different, with different service users benefitting from the reassurance and independence our services bring."
Mitch Hyde, Sales & Business Support Team Manager
As Sales & Business Support Team Manager, Mitch leads our telecare/AT installation & maintenance services. This busy service operates across an area of over 3,500 miles² and carries out over 1,500 installations each year.
Mitch has over ten years’ experience in the security industry as a trainer and CCTV controller. He transferred his skills to the housing and telecare sector in 2009 and has developed a great knowledge of equipment and systems used for assisting people to be safe, healthy and independent.
He is a committed innovator when it comes to assistive technology and works tirelessly to design solutions that are tailored to the individual and support them to achieve outcomes.
"I find the most interesting and rewarding side of my role is making our service users lives easier and happier through identifying and creating solutions to enable greater independence and well-being."
"Being centre manager enables me to play a leading role in achieving excellent customer service and I believe that our commitment to training and support for our team is central to achieving this"
Mark Bywater, Commercial Development Officer
As Commercial Development Officer, the elements of Mark’s role include stakeholder relations, customer liaison, marketing and commercial sales. Mark plays a crucial role in our connected care approach ensuring our relationships with key stakeholders are maximised to support outcomes and enable more people to benefit from assistive technology. He works with our customers to develop their services too and collaborative marketing helps them to achieve business growth.
Mark has over 25 years of marketing experience helping him to maximise and identify growth opportunities and to build partnerships and networks. He has worked directly with some of the UK’s biggest brands to achieve successful product development, identify new market opportunities, determine optimal pricing to balance profit with customer/client satisfaction, as well as direct marketing operations and collaboration of services.
"My marketing background helps our customers to grow their services successfully and enabling more people to benefit from assistive technology brings me so much satisfaction. I love working with other organisations and stakeholders to achieve better partnership working and ultimately outcomes for all involved."
David Jones, Technical Support Officer
As Technical Support Officer, David is the technical development lead for our services and product range. He works alongside our operational teams providing technical expertise and input into key projects and developments. A key part of David’s role is sourcing and evaluation of products for our AT range and integrating them with our monitoring hub.
David has a background in IT covering development, support and senior management and has an excellent understanding of how to identify and implement practical technical solutions that meet the needs of the end user. David joined Worcestershire Telecare as an operator so he has first-hand experience of our customers and their families and the challenges they face.
"I’m a very practically minded person and in my previous IT career and at Worcestershire Telecare, I’ve enjoyed working at an operational customer service level before moving on to management and behind the scenes support. This has given me great insight in to what our customers need and has enabled me to identify the areas where technology can make a real difference to people’s lives. I’m committed to the highest levels of customer service whether for our external customers or my colleagues that I’m supporting within the company."
Isabel Harris, Business Administration Assistant
As Business Administration Assistant, Isabel is the key contact for corporate invoicing and liaison enquiries. Key elements of Isabel's role include data management for billing enquiries, liaison meeting organisation and recording, as well as supplier management and ordering.
Isabel has over 30 years' experience in Business Administration. During her varied career she has worked in Adult and Children Services for the Local Authority, for a housing association and in the banking, legal and financial services sector in various locations within the UK, Gibraltar and Spain.
"I put the customer at the heart of what I do and draw on my professional and life experience to ensure that each and every customer receives the best possible service from our company."
"Working within the Assistive Technology industry has given me an incredible insight into what can be done to help improve the lives of those members of society who are most vulnerable. I am delighted to form part of a team of professionals who are completely dedicated to improving peoples’ quality of life."