Where imagination meets investigation

Caroline’s colleagues know her as KWL’s Compliance Coordinator: analytical, observant and skilled at working out where a process has gone wrong.

What they may not know is that her route to KWL has included film and TV studies, theatre writing, a script produced and performed at Hull Truck Theatre, working on a country estate, meeting royalty and appearing on TV quiz shows.

It is a varied story, but one with a clear thread. Caroline has always been curious, creative and able to see the bigger picture.

A role built on curiosity

Caroline joined KWL almost three years ago and has helped shape what was then a new role. As Compliance Coordinator, she looks at processes across the business, follows information from one team to another and identifies where improvements can be made.

“I connect the dots,” she says. “I have about 10 tabs open in my head. I’m always thinking, why did that happen, why does that keep happening, and what could work better?”

Her work includes attending team briefings, reviewing communication between management and operatives, visiting properties and assessing the quality of work. By examining processes, speaking with colleagues and observing work in practice, she identifies areas for improvement and makes recommendations to strengthen performance, consistency and compliance.

Caroline does not claim to be an expert in every trade. Instead, she focuses on asking the right questions, understanding processes and working closely with Heads of Department to identify where issues may have arisen and how they can be addressed.

A particular strength of hers is the ability to visualise what may have happened when reviewing a situation. If a job has not followed the expected process, she can piece together the likely sequence of events, identify potential gaps and work with departments to establish the root cause and appropriate corrective actions.

A creative route into work

That imagination began long before KWL.

Caroline studied TV, film and theatre at York St John University. Her ambition was to work in directing and behind the scenes, using storytelling to bring ideas to life. Life took her in a different direction, but she never lost her love of writing.

She later joined scriptwriting workshops at Hull Truck Theatre, where her comedy play, Last Chance, was performed in front of a paying audience.

“It was an amazing feeling,” she says. “People were laughing, and then there was a question-and-answer session afterwards. I remember thinking, ‘Oh my God, this is actually happening.’”

Caroline is now developing a new story, Shed Load of Good, which she hopes will become a television drama. She has completed the storyline and developed four episodes, and is now working on the scripts.

Her creative instincts also complement her professional role. Being able to imagine different scenarios, understand people and look beyond the obvious helps her investigate issues and make practical recommendations.

From Country Estate to Council Estate

Before joining KWL, Caroline worked in housing, facilities management and estate management. One role saw her manage an independent-living scheme with 35 flats and 10 bungalows, overseeing health and safety, communal areas and contracts for services such as gardening and window cleaning.

In 2020, she had planned to launch her own business. She had secured a van, office space and equipment – only for lockdown to arrive days later.

Like many people, Caroline adapted. She began making vintage cake stands from collected tea sets and plates, eventually creating 37 orders after sharing one design on Facebook.

A later role as a housekeeper and personal assistant took her to a country estate in North Yorkshire. It was a fascinating experience, but came to realise she was looking for a work – life balance and found that rural life was quite isolating at times. When her circumstances changed, Caroline took the opportunity to return to Hull and apply for a role at KWL.

“I came here and I loved it,” she says. “It is the people who make it.”

A surprising TV past

Caroline’s creative confidence has also taken her onto television.

She appeared on the National Lottery game show In It to Win It, banking £40,000 before risking it on a final geography question and losing. She later took part in game show pilots, including The Chase, Million Pound Drop and High Stakes with Jeremy Kyle.

Her colleagues may be surprised by that part of her story, but it reflects the same willingness to try new things that has shaped her career.

At KWL, Caroline has found a role where logic and creativity work side by side. Her journey is proof that no experience is wasted. From theatre scripts and television studios to estates, housing and compliance, each chapter has helped build the skills she uses today.