Belinda

Receptionist

How long have you been working for the municipality of Wassenaar, and how many hours a week?

I started in 2018 as a temporary worker in the company cafeteria. I really enjoyed it, so I was soon hired as a permanent employee. At the end of that year, I quit and returned to Aruba, where I’m from. In March 2019, I reached out to see if I could return to the municipality. Fortunately, that was possible! Since July 1, 2019, I’ve been working at the municipality of Wassenaar again, but this time in a new role: cafeteria staff member/messenger. As of January 13, 2025, I switched to the reception desk, working 36 hours a week. That feels like a great move. Since I used to work in the restaurant, I know many of my colleagues and know my way around well.

What's your day like?

My workday officially starts at 8:15 a.m., but I’m usually there earlier. Then I have a quick cup of coffee with my former coworkers from the restaurant. At 8:15 a.m., I’m sitting at my computer and the screens at the Civil Affairs office turn on. Around 8:25 a.m., I open the door for visitors. If it’s raining, I often let them in earlier; I don’t want to leave anyone standing out in the rain. You need an appointment for the Civil Affairs Department. Sometimes people show up at the wrong time, so I try to help them anyway by asking if there’s still an opening at the Civil Affairs Department.

But residents also come in without an appointment with all kinds of questions: about lost or found items, when yard waste will be picked up, noise complaints, illegally parked scooters… you name it!
I also work in the back office at the call center. We receive calls there about passports, rescheduling appointments, permits, and much more. We send new residents a welcome letter and an information packet with brochures, bike routes, and a blue zone map—Map. This is also available in English.

What are you most proud of?

That people come in with a smile and leave with one, too. I think it’s important to put people at ease, and I like to go the extra mile. I always ask myself: How would I want to be helped? And if I’m not sure about something, I just ask. Sometimes I also crack a joke or do something silly if I notice that people are up for it. That’s what makes the job fun!

Do you ever experience anything special?

Absolutely! I see people in all kinds of situations. If someone has lost a family member, I offer my condolences. Has someone passed their driver’s license test? Then I congratulate them and wish them safe travels. And at a wedding, I congratulate the couple, of course. 

When job applicants or people who have an appointment with a staff member have to wait, I offer them coffee or tea. Once, a girl came with her mother to pick up a passport. As it happened, I had a pink passport cover lying around; I gave it to her. She was really happy about it. Little things like that make my day!

What does the team look like?

I work in the Customer Contact Center (KCC) unit, handling reception and phone calls. There are four permanent staff members, and we occasionally have students working with us. The Civil Affairs department has nine employees, and the Civil Registry has four.
We have a lot of contact with residents, but also internally with nearly all departments within the organization—especially with Building, Parks, and Enforcement.

What qualities do you need for this job?

You need to be empathetic, friendly, and patient. You’re the face of the municipality, so it’s important to present yourself well. I always try to go the extra mile. I’m also a source of information and a point of contact for my colleagues. I make eye contact with visitors and connect with them. Everyone matters to me; no one is just a number.

What's your favorite spot in Wassenaar?

I think the route from Stevenshof in Leiden, past the Nellesteijn farm to the beach in Wassenaar, is truly beautiful. The view of De Wittenburg Castle as you approach it is also lovely. And I love the view from the garden room in City Hall, looking out at the fountain and the statue. Whenever I drive past on the N44, I always take a moment to glance over at the lawn and City Hall.