Triple portrait: NWO-I receptionists at work

Tosca Gouda, receptionist at NWO in Utrecht

A colleague has reserved an NWO bike with a low instep and enquires at the reception about putting the saddle down herself. NWO receptionist Tosca Gouda reassures her in a friendly manner. Since 2017, Tosca (65) has been a receptionist at the NWO building in Utrecht, where NWO-I is also located. She works 24 hours per week and always runs the reception desk with one of the two other receptionists, Sandra and Cindy. One of them starts early and the other works until late.

Tosca: “We are a self-managing team and cover for each other in the case of absence. Before I came to NWO, I was an HR officer and office manager. The colleagues in this building work for the NWO-I office and NWO-D, the domain organisation of NWO. Most of the time, colleagues have no trouble finding their way around. But occasionally, somebody gets their folding bike caught in the revolving door and then we jump to the rescue.”

“We are also the central point of contact in the case of urgent calamities. The AED (Automatic External Defibrillator, a portable device that can deliver a shock in case of cardiac arrest, ed.) is with us at the reception, so we notify our colleagues from the in-house emergency team should the need arise. As a receptionist, you mainly talk to suppliers and visitors. NWO Utrecht is a popular hub for meetings due to its central location in the Netherlands. The meeting rooms are often booked several months in advance.”

“Also, there are regular interviews with young researchers who have submitted an application for an NWO grant, such as Veni or Vidi. The committee that assesses the application is made up of other renowned researchers. These meetings can be stressful, so we try to put the participants at ease with a friendly welcome and a cup of coffee. We always make sure we have a list of participants in advance so we know who to expect. I feel satisfied when visitors feel welcome here. If you are professionally pleasant and welcoming, people will treat you in the same manner. A smile goes a long way.”

Martijn Severijnen, receptionist at SRON in Leiden

The coffee machine of NWO Institute SRON is located near the reception. Many colleagues take a quick break there and chat with receptionist Martijn Severijnen (30). Martijn was born and raised in Leiden and witnessed the construction of the SRON building: “It looked like an interesting place, and now I have worked here for 2.5 years.”

Martijn is employed by security company Securitas, but feels like an SRON employee. On the day of the interview, we catch him during what he calls a quiet period. However, when 70 people arrive at the same time, that’s when he truly thrives. “I used to organise debate conferences with 1500 participants – I enjoy the excited chaos. My work starts with an opening round and ends with a closing round, and in between those moments, no two days are the same. What the researchers of SRON do goes straight over my head, but I like to listen to them and support them wherever possible. Recently, I had apparently managed to help a PhD student so well that she thanked me in her PhD thesis and invited me to the defence. That was a lovely compliment.”

“I try to create a pleasant atmosphere. For instance, on the reception desk sits Leon the chameleon: a colourful ceramic creature that has become SRON’s unofficial mascot. I also set up a lunch order system. Colleagues can tell me what they want from sandwich shop Broodje Ben and I make sure they get it. And do you know what’s funny? That sandwich shop has been following SRON: just like the institute, it was first located in Groningen, then they opened a branch in Utrecht and now one in Leiden. SRON staff and visitors who previously worked in Groningen or Utrecht have their regular orders since the menu has not changed. The takeaway system also means I maintain a vital connection with SRON colleagues.”

Remco Westra, receptionist at CWI in Amsterdam

Remco Westra (53) did not complete his degree in computer science, but his affinity with mathematics and computer science got him the job of receptionist at NWO Institute CWI in 2016. When CWI made the transition to electronic keys, and a database had to be set up to log who was granted access to the building and when, Remco could put his skills to good use.

He works as a receptionist at CWI three days a week, and on the fourth day, he volunteers as a receptionist at a Parent and Child centre in Amsterdam Zuidoost. He particularly enjoys the social aspect of his work: “I love making conversations with people and I hope that they feel welcome. Since the COVID-19 pandemic – what a terrible time – colleagues have been working from home a lot more, and PhDs come and go. I consider myself someone who is always available for a chat. Visitors always appreciate it if you recognise them from a previous visit.”

“Sometimes we have special guests, like a TV crew from Dutch news broadcaster NOS or the children’s programme Het Klokhuis. That was on the occasion of CWI realising the first Internet connection in Europe in 1988. We also had a visit from the former Minister of Education, Culture and Science, Robbert Dijkgraaf and his French colleague Sylvie Retailleau. Over the past eight years, my work at the institute has changed quite a bit. We hardly receive post anymore, the fax machine has gone and there are few phone calls to take. Occasionally, I get people on the phone who are looking for an organisation that used to bear the same initials, namely the Centre for Work and Income, the predecessor of the Employee Insurance Agency (UWV). That CWI ceased to exist 15 years ago, and I politely tell them that. I rarely get angry people at the reception desk. CWI is a fine place to work: there is an atmosphere of old-fashioned respect here and everyone can be themselves. Plus, I can cycle to work – what else could I want?”

Tekst: Anita van Stel

Newsletter Inside NWO-I, October 2024
You can find the archive of the newsletter Inside NWO-I on the NWO-I website.