Meet our newest Property Services Advisor - Andrada Goza
Cause for celebration
We’re currently celebrating customer service week. Today we put a few questions to Andrada Goza, one of our newest Property Services Advisors. Joining us earlier this year, Andrada has successfully navigated a new role during the pandemic and has continually provided excellent customer service to our residents.
A) “In my early 20s, I was into acting and drama. I then moved into the area of psychology – and became a forensic psychologist! So, it was a huge difference when I joined Mainstay six months ago, but while managing properties is very different to the world of psychology, this background has actually helped me.
My job involves helping customers – this could range from any property maintenance issues or even disagreements with neighbours (loud music / anti-social behaviour etc). While I have never had any problems listening to and talking with people, my psychology background has made my job easier, especially if I need to help someone, who may be feeling particularly stressed about an issue.
I think I must have a bit of a ‘hero complex’, as all my positions have centred around helping people! I think this is possibly what drew me most to this role. That and the people I work with. Everyone at Mainstay has been so welcoming – it’s a great environment to be in. The job is very busy and challenging, but my team always try to make time to find humour in our days and see the lighter – and funnier – side of life.”
A) “I’m really proud of the fact that I always try to call people instead of just emailing. Not many people like to have a difficult conversation in a ‘phone call, but I always try to be as honest and transparent as possible – and many customers have already told me how much they have appreciated me calling them!
A simple ‘phone call is often more effective. I’m actually from Romania – I came to England in 2013 and it’s unbelievable how quickly the time has flown! And so, because I often think in Romanian, it is far easier for me to speak aloud what I actually need to say as I worry that an email may be misinterpreted.”
A) “I pride myself in doing the very best job that I possibly can, so if I do find myself in a challenging situation, I always try to remember that some people do not deal so well with bad situations and may become frustrated with me.
I can be a little ‘volcanic’ in nature, but I like to think that this character trait is useful for me as it means it makes me really focus on the situation and focus on resolving the issue to the customer’s satisfaction while making sure they are ok. I will not give up!”
A) “I love the fact that my job is so varied – and there is always a little drama! No day is ever the same as there is always something new coming my way for me to look into and resolve. Every problem is unique – much like, every customer is unique too. It’s just a case of adapting to their needs!”