A day with Debbie
If you’ve ever called in to ccha, you most likely will have spoken to Debbie who covers our switchboard and reception. We sat down with her to speak about her role, how calls are handled and what you need to know when calling in.
How long have you worked at ccha?
13 years and 2 months.
What does a typical day look like for you?
Every day offers something different. I will admit, it does get hectic, and you just about have time to think! Some days it's taking back-to-back phone calls, leaving messages, organising and posting parcels, doing a million other admin tasks, and liaising with contractors - it just depends. But we do have quiet days, and on those days, I go through my own work to-do list or help others out if they need it.
What’s your favourite part of your job?
Feeling like I've really helped someone. I have the power to make a small difference to their situation, help them feel at ease, bring a smile to their face or just show them that they've been heard. I like being that first point of reassurance and assistance for our residents.
So, what happens when residents make a call?
When residents call us, they will usually be given a list of options of who to contact. If they press option 6 (operator), that call will come through to me. I answer the call, introduce myself, and ask them how I may help, their name and first line of their address. I'll then ask for a short description of their query to determine if it's something I can help with or must pass on to other members of staff and contractors. If I am unable to contact a member of staff at the time, I will log a call-back on our system for the relevant person or department to contact the resident.
Depending on the type of query or communication, we aim to respond to your emails within 5 working days or acknowledge your phone call within 2 working days.
What happens when you aren’t able to be at reception?
Absolute havoc! Just kidding - residents will be placed in a queue until I can get to their call. We also have a few other members of staff who cover my desk when I'm unable to be there, so if you hear an unfamiliar voice on the other end of the line, I haven't disappeared, it's just another member of the team!
What are some things you think more residents should know?
Many of our residents don't know that they can call Axis or Smyth & Byford directly.
I'd also encourage those of our residents who know how to navigate computers to consider paying their rent online and making use of the Useful Documents section on our website. Many of those documents highlight common questions in more detail.
What’s something you wish people knew about your job?
I want residents to know that I really am doing my best to ensure that their queries, concerns or feedback is always passed on to the right person.
Do you have a favourite winter recipe you’d like to share with our residents?
Recipe?! If you know me then you know that I DO NOT cook! So, my recommended winter recipe would be to find out who’s cooking and invite yourself round to their house!
A huge thank you to Debbie for taking the time to speak to us. We appreciate you and your years of hard work in this company and how closely and compassionately you work with our residents. You are a true credit to ccha.
