Carol Nelson arrived in Beckindale in 1991 as a new barmaid for The Woolpack. Carol had previously been a barmaid at the King of Prussia pub in Robblesfield for six years. Carol would be joined by her daughter Lorraine eight months later.
Carol enjoyed nothing more than a good gossip and from her position behind the bar, was able to find out all manner of information about her neighbours. However, Carol's habit of poking her nose into other people's business had negative consequences for her when she wrongly accused Nick Bates and Archie Brooks of neglecting Nick's daughter, Alice, and made an anonymous tip off to social services. When Carol's boss, Alan Turner, who also happened to be the child's Godfather, found out what she'd done, he sacked her from the Woolpack.
Ironically, it was Carol herself who could have used some outside support. It was around this time that Lorraine's bad behaviour was causing Carol serious concern, and the pair had a huge falling out over Lorraine continuing to work at the Woolpack following Carol's dismissal. Lorraine ran away from home, sleeping rough for a while before eventually turing up on Lynn Whiteley's doorstep. After much coaxing, Lorraine admitted to Lynn that she'd been sexually abused by her Father as a child, and was speaking out now as his new girlfriend had a young daughter. Lynn took Lorraine to the police to report the abuse and she and the police tried to convince Lorraine to speak to Carol. However, Lorraine refused, saying that her Mother would never believe her. Lorraine was initially proved right, but Carol soon came to see that her daughter was telling the truth and the pair began to slowly rebuild their relationship. Meanwhile, having heard of Carol's plight, Alan reinstated her behind the bar.