Case Study

Surrounding yourself with books isn’t every dyslexic person’s dream job but for Daniella, starting work in the book department of WH-Smith back in 2018 marked the start of a much happier chapter in her life. Seven years on, having weathered a pandemic and gender reassignment surgery, she’s still happily advising travellers searching for a good read as they pass through the Paddington Station store.  

 

“I’m a real people-person and like chatting to the customers,” says Daniella, who was originally supported into work at the shop by the Central London Works Work and Health Programme. “I process deliveries, set up displays and serve customers.  

 

“As a trans person, I’m supported by my company, the people around me, all the station staff. It’s a good place to be.” 

 

Daniella began living fulltime as a transwoman in 2016 and after a longstanding career as a theatre sound and lighting technician, vividly recalls the social depression she experienced as she fell out of work. Unemployed for two years and with her mental health and finances seriously deteriorating, Daniella was referred to Central London Works for support. Delivered by Ingeus, Daniella found the practical and emotional help she needed to move on: 

“The Ingeus advisors were professional and friendly and immediately put me at ease. Nobody wants to be seen in a bad light or to feel like they’re being punished for being unemployed. The one-to-one sessions helped build trust, I was seen for who I really was, rather than hiding behind an online form. I quickly felt confident enough to be open about myself and look at fresh opportunities.” 

 

The Ingeus team put together a tailored package of help for Daniella including employability, health and IT support. When she successfully applied to WH-Smith, she was ready to return to work, initially part-time, progressing to full time in 2019. Furloughed during the pandemic and with a phased return to work in different stores following her gender reassignment surgery in 2020, Daniella’s now back at the busy Paddington store. 

 

“Starting part time really helped me transition gradually into working life, while also undergoing my hormone treatment and associated counselling,” adds Daniella, who celebrates her 60th birthday in 2025. “The Work and Health Programme helped me a lot, the support I was given was of real benefit, at a difficult time for me. Programmes that support people to find and maintain work, while recognising their health and mental health issues, are 100% needed.  

 

“My life has not always been easy, there have been some very dark periods where my debts just overwhelmed me. My job gave me financial security for the first time since the 90’s. I’m accepted and supported and meet some really interesting people.” 

 

Daniella’s love of books extends to home, where she enjoys everything from fantasy fiction to historical biographies. She also enjoys puzzles, painting, and writing and is an enthusiastic advocate for trans rights.