Rani
Job title
Customer Services Officer
Organisation and location
Manor Park Service Centre, London Borough of Newham
Industry sector
Local government
Background
Brought up speaking both Tamil and English at home
Describe your work at the service centre.
I deal with the enquiries from the general public about council services. My language skills are used to help mostly with interpreting where I converse, listen to customers’ problems. I can also read and write a little Tamil so this helps at times with correspondence. I work in a multilingual borough where many of the people in the community have come to this country as asylum seekers. Some communities are longer established but still speak their native language. Having staff who can speak their languages really helps to remove any barriers and ensure they have full access to services.
How has the job benefited you personally?
I have been working for Newham for many years and the experience I have gained along the way has been immensely important. It has given me confidence and knowledge, which in turn is reflected in the service I give to customers. I feel especially proud that I can deal with people from my background as you feel connected, you have something in common. This is vital with customers who have not found their feet yet in the area. In terms of cultural experience, I enjoy the wide range of nationalities and backgrounds that people share here.
What skills are necessary in your job?
Patience
Empathy and cultural understanding
Listening skills
Any tips?
Your skills are somebody else’s gain. Let your manager and colleagues know that you can speak another language and are willing to help. Go for it, you have nothing to lose!