Jack Miller

From Telecoms to the Homecare Sector

As a young man working in telecoms and hungry to build his own future success, Jack Miller recognised that a franchise model was his best route into building a big business.

Aged 24, his decision to secure the investment to buy a franchise was prompted by seeing the success that others were enjoying. Jack recognised that he could apply his own drive and ambition to a proven business model, and mitigate risk whilst gaining valuable experience within a supported environment.

But it had to be a business that he really believed in, and after careful research into different sectors, with his grandparents’ well-being in mind, Jack joined Right at Home in 2019 as the network’s youngest franchisee.

Gaining traction just as the country was gripped by a pandemic put him on a steep learning curve, and Jack had to overcome some early challenges in building a team that shared his growth mindset.

But throughout the early ups and downs, as he learned the sector and honed his leadership skills, Jack also built trusted relationships with top performing owners in the network; always mindful of how he would model his business at the next level of growth.

By 2024, the fruits of his labour were starting to pay off, and strong foundations had been laid. Maintaining a strong focus on exceptional care delivery meant he’d built a standout local reputation, which he and the team then used to drive exceptional growth.

Reaching the £1 million revenue milestone over the summer of 2024 with strong margins, they went on to double the size of the business over the next 12 months. This saw Right at Home Central Wiltshire achieving the strongest growth across 80 territories for that financial year, with momentum continuing towards a £3m revenue goal.

Recognising Success

Right at Home honours the amazing work of our Franchise Owners and their staff at our Annual Celebration Awards held each September. As a shining example of a high-performing office within the network, Right at Home Central Wiltshire received the Growth Award for 2025, giving Jack the opportunity to thank his key staff:

“This award is a powerful validation for my team. It shows they’ve been recognised not just by me, but by the entire support team at National Office, for the extraordinary effort they put into helping people live well every day,” Jack says.

“It also sets a precedent; if we can achieve this level of growth this year, we can absolutely do it again.”

Expansion and Rebrand

Right at Home Central Wiltshire’s impressive growth has paved the way for an expansion of its person-centred care services across a broader region. To reflect this wider reach, the franchise has been rebranded from Right at Home Chippenham to Right at Home Central Wiltshire.

Jack explained: “By rebranding, we’re making people aware that we cover a much larger territory, and this will hopefully enable us to penetrate new towns and villages, such as Marlborough and Pewsey, and expand our reach even further.

“We cover six locations, and we’ve recently purchased four new postcodes to enable this growth and position ourselves as having that wider reach.”

Early Days

Jack opened his Right at Home franchise at the age of 24. Now 31, he is still the youngest Franchise Owner in our network — but a lot has been learned in his journey from start-up, since he came up against many obstacles that new business owners are faced with. In the early days, his business plateaued, as he struggled to recruit and retain new staff.

“We were relentlessly trying to grow, but we couldn’t keep hold of our Carers and the business remained stagnant," Jack admits.

But he was determined not to give up, and after making a number of small but significant tweaks to his operations strategy, the business has undergone a dramatic transformation.

“It quickly became apparent that we needed a new Recruitment Coordinator to unlock our ability to help more Clients and take the business to the next level,” Jack explains.

“We were treading water and needed to flick a switch. So, we hired someone to not only find the right Carers, but to hold their hand for the first 12 weeks and motivate them to stay.”

Jack also created four Client Care Manager roles — creating an opportunity for staff to climb the career ladder while also improving the quality of care that his business delivers.

“We now always have someone in the office who knows their Clients inside out and can advocate for them in meetings, letting our Care Coordinator and management team know what their individual needs and preferences are,” Jack says.

“This gives Clients greater control and involvement in decision-making when it comes to their healthcare and ensures they don’t become just names in the system as we expand.”

Creating the Right Culture

Alongside recruiting the right team for his business, Jack has also turned his attention to doing more to support the wellbeing of his workforce over the last year. In April 2023, the team moved to a more comfortable and inviting office space in Chippenham. The management team also started sending out monthly surveys to staff, enabling them to provide anonymous feedback about their job responsibilities, workplace environment, and overall job satisfaction.

As the workforce has grown, the team of Carers have been able to predominantly live and work in one town, such as Chippenham or Trowbridge, to help improve their work-life balance.

“This minimises going to and fro between towns, and has done wonders for our retention,” Jack says.

Over the years, Jack has learned the value of prioritising his workforce and putting Carers at the heart of every business decision he makes.

Why Franchising?

Jack is a driven and talented business person, so it’s natural to ask why did he choose a franchise business instead of going it alone?

According to Jack, the choice was a no-brainer for him, as franchising gave him the support and proven business model he needed to flourish.

“I always knew I wanted to be part of a franchise brand. Firstly, to have that camaraderie with other franchisees, but also to benefit from a fully-formed structure and business model where you know that if you follow it, it’s likely to lead to success.

“When choosing a franchise, for me it was the focus on quality that Right at Home stands for, and the support they gave in those early fledgling days, giving us the guidance that we needed at that point. Now we’re more mature as a business and we can help other franchisees who are just starting their journey.”

Despite the early challenges, Jack says he has no regrets and is eternally grateful for the support of an established and trusted brand, which offers a sustainable and recession-resilient business model.

He explains: “One of the biggest benefits of being part of this network is being able to speak to fellow Franchise Owners who have walked in your shoes. They can share their knowledge and best practice, and that’s particularly important when recruiting your first team members, building your KPIs and investing in marketing.

“I’m in that position now where I’m able to give back and advise the surge of new franchisees that have come in over the last year or two. I’ve shared things as I’ve grown, but I can still learn more from the team and other Franchise Owners. This is the most valuable thing to me at the current point in my journey.”

Jack’s Advice for Prospective Young Franchise Owners

Asked what advice he would give to other young entrepreneurs hoping to make a leap into care franchising, Jack says: “I’d say go for it, and when you do, build a team of senior managers as quickly as you can, so that you’re able to focus on defining your vision for the business and making strategic decisions.

“And don’t be put off by the fact you are younger!” he adds. “I thought I was too young for a while, but looking back I think it was more in my head than anyone else’s. Rarely you’ll get people who don’t want to work for a young person, but that’s their problem to deal with. You might lose one employee but gain the respect of nine or 10 other people.”