Customer Service Q&A with Jen Allen

Founded in 1966, specialists in business stationary printing Precision Printing is still working wonders in the printing industry. As a way of commemorating this momentous occasion, their team is sharing their insights into the professions and industry. Here we have a Q&A with Jen Allen, Customer Service Team Leader.

What is your role in the business?

Working in customer service has a rewarding feeling. I love making sure that people have an overall fantastic experience when they’re using the company. I never like anyone to feel like they are just a number, at the end of the day they are valued – and without them I wouldn’t have a job! It takes nothing to be nice. I am also really involved with customer reviews, reports, sales and production.

How long have you been working with Precision? What career path led you to where you are now?

I’ve been lucky enough to work for Precision Printing for over a year now. I love working here and would never look back. I have previously worked at another print company and studied graphic design, so have always loved print and been very creative myself.

What does ‘A day in the life’ of your role look like?

I’m always on the go, but that is how I like it – I couldn’t imagine having a job where you sit around doing nothing all day. I deal with customer queries via different channels and communication methods such as email, telephone, meetings and also our instant live chat system.

What have your career highlights at Precision been?

As I said before, it’s a rewarding job – every day when a customer is happy with the service I provide is a highlight for me. So there is no stand-out highlight, as everyday I get amazing job satisfaction.

Have you noticed any industry challenges during your time with the business?

There are always changes happening in the industry I’m working in, and that’s what makes it exciting! Evolvement in technology, new methods of production or communication, all these changes make the job fresh and exciting, as well as improving the customer’s experience.

And how are things now?

It’s quite a close company, there have been a lot of changes which all staff have been involved in. Everyone has their say and we appreciate everyone’s feedback and thoughts. There is not one member of staff that isn’t involved in development, which makes everyone happy in the workplace and gives us different avenues to try.

What do you wish people knew about your industry?

It’s a great industry to be in with plenty of opportunities, so it’s tough to narrow it down as there is so much to learn. Every day is a school day and we all learn something new every day.

Do you have any business role models – and why?

I have a lot of people that inspire me and keep me motivated! I am a strong believer in scouring LinkedIn or reading print magazines, blogs and articles, as there’s always something new to learn.

Martyn Young was probably my top role model – he helped me become more confident in using my own voice.

The thing I liked about Martyn was that he always had ambition and knew what he wanted – he had an answer for everything and was always there for help.

Martyn always had surprises, he managed to get me to speak publicly to an audience of over 100. He saw my potential and helped me during my time at Precision Printing.

What advice do you have for individuals with aspirations for taking on a role like yours?

Do your research into the actual role and company, if you’re going to offer outstanding customer service you need to know the ins and outs! Research what other companies do but never copycat, be creative and be the best you can be.

What advice do you have for people wanting to work in print?

I think that it is important for people to understand that there are a lot of opportunities, so they don’t need to be put off by only having one role – there’s space to learn and climb the ladder. Trial new materials, test your ability and strive to be better than the rest. Print is constantly evolving, so if you don’t like change, you are heading down the wrong career path.

What do you do outside of work?

When I go home, I’m still in the work mindset and I love it. My partner is also in the print industry at Precision, so we speak about new ideas, what we have learnt and discuss changes we can implement to make the company that bit better. I am also hugely interested in interior design and graphics, so am always on the lookout for new designs and inspiration I can involve within my home.

Finally, give us one sentence of snappy business advice…

Don’t give up so easily, stay loyal and you will achieve what you initially set out to.

Quitting should be out of the question, you need to work with what you’ve got and then you’ll become successful. I am majorly self-critical, and although I beat myself up about something, this in turn makes me stronger and more resilient. I have turned my biggest down fall and weakness into a major strength within the company.

 

Jen Allen has been working for Precision Printingfor exactly one year, as Customer Service Team Leader. Jen has a degree in Graphic Design and Communication at Teesside University and loves hunting around TKMaxx homewares to find something unique for her home – she’s a self-confessed major interior design nerd. When asked for a fun fact about herself, her answer? “Oh, now that would be telling.”

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