Danielle Hill is an Occupancy Service Co-ordinator at CarillionAmey’s call centre at Speke, Liverpool. She helps military families when they move into Service Family Accommodation. Before this job she was a professional footballer and has played in goal for England.

Danielle Hill is an Occupancy Service Co-ordinator at CarillionAmey’s call centre at Speke

After 10 years as a professional footballer, Danielle got a transfer into a new career. Her first job outside sport was on the CarillionAmey Helpdesk at Speke, helping to arrange maintenance and repair for military families living in Service accommodation.

“I had only two or three years of playing time left, so I began to consider my next steps. I had a degree in Sports Science from Loughborough University and I wanted to challenge my mind. I got six weeks’ training when I started here: nine to five, Monday to Friday. It was quite intense but I took it in my stride.”

Danielle started her current role when CarillionAmey took over the Occupancy Services contract from the DIO in November 2014.

Danielle works one of two daytime shifts

She looks after families moving to the Aldershot area – currently 4 Rifles and the Scots Guards – working closely with the local Military Housing Liaison Officer and the local Customer Service Centre Advisor, who both offer valuable local and army knowledge.

“At the moment I’m dealing with 20 applications for families on early move status. From March 2015 there will be 142 families moving, so it’s going to get busy!”

Her job entails checking through the applications that families do online having selected their preferred houses. She looks out for special requirements then puts requested properties on hold.

“Sometimes two or three families are after the same property. Most families know what they want. I like that – it’s a similar organisational mindset to football. We keep our promises. If you say you’re going to call back, you do.”

Her job requires a mixture of tenacity and empathy. “Recently I spoke to a mother concerned about mould in a potential property because her daughter had severe asthma. I asked the accommodation officer to check the house thoroughly and reassure us. I’m happy to make the extra effort to find the right solution.”

“We’ve been working longer hours since taking over the contract, in order to give the families a better service.”

Her hours still give her time to continue as a semi-pro footballer for Doncaster Rovers Belles.

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