Stephen Forrester – Customer Services Assistant

“I want to keep this job forever. That’s how I feel about my job. It’s part of my life.”

Employees who regularly deal with the public need good customer service skills. But for Customer Services Assistant Stephen Forrester, these skills are even more important because his customers are paying to have a good time.

Right attitude and skills

Stephen has just the right attitude and interpersonal skills for his job at a busy bowling centre in Wolverhampton. He enjoys working with people and also believes in treating customers with respect. He says “If you treat people with respect, you get respect back.”

Stephen, who has Down’s syndrome, has worked at Strykers for nearly 12 years.  Manager Steven Kevan says that he has a lot of passion for his job and has stuck with the company through various management changes. “He is reliable, trustworthy and honest” says Steven. He adds “We are a people business and this industry is all about personality.”

Employer's story

As a manager, Steven Kevan is involved in managing and supporting Stephen. He says “As a company our focus is to ensure that people are capable of doing their job and as long as they are not a risk to themselves or the company, then as far as we’re concerned they’re employable. In Stephen’s case, he is competent and does his job well.”

Diverse workforce key

Recruitment at Strykers is a rigorous process which involves ‘recruitment days’. These sessions allow managers to gain more insight into a potential employee’s personality, than they would gather from an interview.  “A person’s true personality never really comes through in an interview which is why we have the recruitment days. We want to employ people with communication skills, initiative and who will support their colleagues” says Steven Kevan.

Steven understands the importance of having a diverse workforce and is very supportive of campaigns, which promote inclusivity. He says the campaigns “really made me think about focussing on the individual rather than their disability.”

Employee's story

In his role at Strykers, Stephen is responsible for contributing to the overall customer experience by maintaining the bar areas and bowling lanes. Manager Steven Kevan says that Stephen has never been late for his shift and works well with his team.

“Working makes me feel different” says Stephen who never had a job before being employed at Strykers. “It was my first ever job and I want to keep it.” So far, he’s not only kept his job but has been recognised for his commitment. After working for five years, he received a ‘recognition of service’ certificate and then received another one after completing ten years of service.

Sense of purpose

Stephen works independently without any specific support at work. He is close to his sister Pat who is a key contact for Strykers, if any issues about changes at work need to be discussed and explained. Pat has observed at close hand the difference work has made to Stephen and says “It’s given him a sense of purpose, something to look forward to. Having a job also makes him feel needed and valued.  It’s a case of we all have jobs - and he has one too.”

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