To celebrate our 5th birthday, we’re starting a “DayMaker in 5” blog series that helps you get to know the people on the ground who are shaping our customers’ day as soon as they step through the front door.
To kick off, we spoke to Jessica Albuquerque, community coordinator for a major fashion retailer, about her day-to-day experience at the busy HQ, and how her large family prepared her for the world of work.
What does a typical day look like for you
As a front-of-house team member, our visitors are my top priority. That includes greeting them at the door, coordinating their meetings, handling emails and preparing the areas that people will be visiting. We also cover technicalities like liaising with the space team to schedule back-to-back meetings seamlessly.
The site holds regular product launches and model events, and that brings a lot of different people to the office. I make sure everyone is where they need to be at the right time, and I need to work closely with the PR team to coordinate visitors who aren’t on my list. I also need decent knowledge of the local area for visitors from outside of London who need help with travel arrangements.
The bustle was a bit overwhelming at first, especially when I had to assist people who had no idea where they needed to be. But now that I’m more experienced, I find the process much smoother. Take lost property, for example – if a visitor leaves their wallet, I liaise with their PR team to make sure it gets back to them safely.
What has been a key learning moment for you as a DayMaker?
My key turning point was when I started remembering people’s names. We have a lot of freelancers who sign in daily, and I was having to ask their names again and again. So, I decided to make sure I could always match a name to a face.
With that change, they receive better service and signing in is much more efficient. And when you remember someone’s name, their face brightens up. You immediately see the difference it makes.
My secret is trying to remember a key physical detail about them. So, if they have a particular haircut or unique glasses, I tie that to their name. It’s a very busy site, so making that small change has created a gateway to further conversation and stronger relationships with regular visitors among the hustle and bustle.
How has being part of On Verve helped you develop?
This is actually my first job, so having that experience in the workplace and letting myself grow has definitely boosted my confidence. Before I started here, I was much shyer, but now that I meet and help so many people daily, it’s completely different.
I’m lucky to be somewhere where mistakes are opportunities to learn and become better, rather than make you feel like you’re doing something wrong, and the support has been important for my growth here.
I can see myself developing further in On Verve as well, getting to know more people and working at different sites to learn new systems. I am studying criminology at university alongside work, so being able to develop my workplace skills has been very valuable.
How does your background help you be a great DayMaker?
This was actually my first job, and I do it alongside my studies, so it was definitely a learning curve being in a corporate environment and supporting so many people day-to-day.
At On Verve, it’s about the person than the CV, and my life experience has given me a good head for front-of-house work. I grew up in a huge family – lots of cousins, aunties and uncles – and I’ve learned that communication will usually solve any problem.
I’ve brought this mindset into work. When you speak directly to a visitor, client or colleague about the issue they are facing, you figure out a solution pretty quickly. Sometimes people just need to talk it out as well, and that’s what I’m there for!
What does being a DayMaker mean to you?
It means everything, especially because I’ve been able to meet so many different people. The connections I have developed here are beyond what I would have ever imagined. I’ve already mentioned the change in my confidence, but being a DayMaker is all about getting a little bit better every day, and my self-esteem has benefited. It’s all about bringing your true, authentic self to work.
When my friends complain about work, I’m don’t feel like I’m in the same boat as them. I’ve met a huge variety of people – from pub owners to influencers – and everyone I work with is so friendly. My team is great and it makes my job so much easier!
At On Verve, we believe the way people feel in a workplace matters just as much as how it functions. If you would like to learn more about On Verve, read about our services, or get in touch with the team today.