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Meet the team: Lauren, Customer Engagement Co-ordinator

30 Mar 2021


Being a tenant of United Welsh, I saw a job advert on their Facebook page. After taking some time out after studying Law at University of South Wales to look after my two children, I was ready and eager to start my career.

United Welsh seemed like a great organisation. As a tenant they had always been supportive, engaging and really helpful anytime I contacted them. I had no experience with working in housing, however, I have personally been through the social housing application process and I’m passionate about housing and homelessness. I now work as a Customer Engagement Co-Ordinator in the Lettings team at United Welsh.

After not working for two years I was very nervous to start a new role. On top of that, starting a job during the pandemic meant I had to start my new job working from home. The induction process with United Welsh was really well organised though, Microsoft Teams has been an amazing tool and the team have been so welcoming and friendly.

My team leader Rebecca has been so supportive and I have also received a lot of support from Ryan in the Customer Employment team, who helps United Welsh tenants find or get back into work.

The lettings team is very fast paced; it has been such an amazing experience so far and I am so grateful to United Welsh for the opportunity.

On top of the training for my role, I have already been introduced to lots of partnerships and other training opportunities, including Unconscious Bias training, a session on period sustainability, Equality and Diversity training, and a course about Deaf Awareness.

I was worried that working from home I would feel isolated and not want to reach out to the team, but it’s been great – I’ve gained so much experience and confidence. Even though I haven’t met the team in person yet, there have been so many team meetings, quizzes and general catch ups on Teams that it doesn’t feel that way!

I’m looking forward to the future.

Lauren Bouafia, Customer Engagement Co-ordinator