Meet the Team Series - Tracey Barghout
Next up on our Meet the Team Series we meet Customer Support Supervisor, Tracey Barghout. Her career journey has always had customer service at the heart of it, beginning with working in a casino for 15 years before doing a complete 360-degree career turn and moving into the housing sector, where she spent five years as a Customer Service Manager at Sutton Housing Partnership. She then joined Anglian Building Products three years ago, initially as a Resident Liaison Officer and has since been promoted to a Customer Support Supervisor.
A typical day
Tracey comments: “Now that I’m a customer support supervisor, my responsibilities are vast, and no two days ever look the same, it’s like my RLO role and the Supervisor role all rolled into one. My day usually starts at 6:30am, twice a week I help the team unload deliveries and put all the units away in the warehouse, before then managing the resident appointment bookings across four or five big contracts, all operating outside of the Croydon depot.
“I’m constantly coordinating between residents and installation teams to make sure everything is running smoothly, and if there is an issue with a job, I’m the one on the fitters call and then I’m straight on the phone to the residents sorting it out. I rearrange appointments, book in new ones and follow up on any issues, which also demands a lot of problem solving.
“I’m out on site often too, carrying out site meetings and post inspections with client representatives, to check everything has been done properly. On top of that, I also help manage the office. I’m the First Aider and Fire Safety Lead, it’s always very busy, but in a good way as I thrive in that kind of environment.
“What I enjoy most about the job, is working with residents, particularly with our contracts where we hold residents open days, we do teas and coffees and give residents the opportunity to ask questions about upcoming work it’s nice to be able interact with them face to face. I also have a great team in Croydon, it’s a small team but it makes coming into work every day enjoyable. I also appreciate the flexibility the role offers, especially being able to manage my own diary and adapt to different environments.
Navigating Challenges
“As much as I love what I do, there are definitely challenges that come along with the role. I’m still learning a lot of the technical terminology, and a lot of the time I’m picking it up on the go. And because you never quite know what the day will bring, you get last minute cancellations, unexpected issues inside people’s homes and safeguarding concerns that can change everything very quickly. Communication is absolutely everything I you don’t speak clearly with residents, clients and fitters, things can fall apart.
“Working in occupied homes adds another layer as installations are quite intrusive. A huge part of my role is supporting vulnerable residents, and sometimes you really are acting like a social worker. I’ve helped people with mental health struggles or hoarded homes, where I’ve had to clear rooms with them so fitters can get in and carry out the work safely. If there are concerns with the residents, I make sure to turn up first, introduce them to the fitters, make them coffee, calm them down if they’re anxious and do whatever is needed to make them feel comfortable.
“And that’s where respect really matters in this role. Not everyone sees their situation the same way, and everyone has the right to live how they want to live. But sometimes there are situations where there are fire hazards and health and safety risks that residents don’t see as a problem, so you’ve really got to read the room, treat people kindly and make sure they feel safe whilst we do the work. This is how I build trust, by being honest, treating residents with respect and making sure they understand the work involved and what is expected of them throughout the process.
“I meet the loveliest residents but also get challenging ones too. We’ve all been there waiting at home for the workman to show up, so I completely understand people’s frustrations. I used to take things personally, but not anymore, you just can’t in this job.
“My working days are very full on but when I get the chance, I love squeezing in a bit of retail theory. I also spend a lot of my free time in the gym, going on dog walks, and seeing my friends. I turn 50 in May, so I am trying to fit a few holidays in before then and I have three booked already.”