I joined Whitefriars Housing Group as a customer enquiry assistant in 2000 and did the job for just over a year.
It was based in Coventry and mainly involved dealing with repairs and helping tenants resolve problems with housing benefit. It was nine-to-five but hard work – there were always people wanting help.
I really enjoyed the contact with tenants.
It was challenging and frustrating that I couldn't always help. But it was definitely a building block for my current job, working with different ethnic communities and looking at their housing needs.
The boss
Pauline White was estate manager for the Aldermoor Estate in Coventry. She was smart, direct and well-organised.
To be honest, I felt intimidated by her. I was worried I wouldn't live up to her expectations. You had to be efficient and aware of what was going on at all times.
The office also needed to be pristine and organised. And if something wasn't right, she would let you know – firmly. You wouldn't make the same mistake again.
Both Pauline and I are from Afro-Caribbean backgrounds and, before I met her, I assumed we would get on purely on this basis. I thought we would have a great laugh.
Before I met her, I thought we’d have a great laugh. But I got a quick wake-up call
But I got a quick wake-up call. Although she recognised that we had things in common, she always stayed professional.
She was friendly on occasion, but no more so than with my white colleagues. She remained a manager at all times.
What did you learn?
I picked up a lot of skills, especially in how to defuse conflict. You always need to be aware of problems and deal with them quickly, not to let them linger and build into something else. You also need to be good at providing support to your colleagues. Both of these are very important in housing.
Would you treat your staff in the same way she treated you?
Yes, I would. I don't have anyone under me in this job, but I do work closely with people in difficult situations. Being direct and clear is essential.
What would you say to her now?
We're actually good friends. We both still work for Whitefriars but she's no longer my boss. We occasionally work together and I still look on her as a bit of a mentor.
The boss says …
I remember interviewing Jody and thinking she wouldn't stay in the position for long. I had this feeling that she would progress through the organisation quickly, which she has done. She was always lively and positive and this reflected on the whole of the team.
Source
Housing Today
Postscript
Jody Gordon is now black and minority-ethnic development officer at Whitefriars Housing Association. Pauline White is operational housing manager for Whitefriars
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