Q&A with Precision Printing’s Customer Service Team Leader : Jen Allen
Precision Printing was established more than 50 years ago, and is today a leading provider of business stationery and other printing services in the UK. Here to mark the special event and share her insider knowledge of the industry, we have a Jen Allen, customer service team leader at the company.
How did you start at Precision Printing and how long have you been here?
I love working at Precision Printing and have been working here for over a year now. Previously, I worked at another print company, but never looked back once I started here. I also studied graphic design, so print and being creative have always played a large role in my life.
What do you do day-to-day?
I’m not the type of person who can sit around watching the clock tick over all day. I like being active, involved and on the go, which is why I love it at Precision Printing. I couldn’t imagine having a job where you sit around doing nothing all day! Generally, on a daily basis, I deal with customer queries on different channels and communication methods such as via email,meetings, phone, and our live chat system.
Would you describe your job and responsibilities?
My job in customer services is very fulfilling. Making sure that people have a fantastic experience when they’re using the company is very important to me and that’s a large part of what I do. I never like anyone to feel like they’re just a number. At the end of the day they are valued — and without them I wouldn’t have a job! I’m also heavily involved with customer reports, sales, reviews, and production, which is interesting.
Have you experienced any industry challenges at Precision Printing?
Yes, and that’s what makes my role so exciting! Changes like evolvement in technology and new methods of production or communication all makes the job fresh and interesting, as well as improve the customer’s experience.
And have things changed as a result of these changes?
We’re a really close-knit company, so changes affect all of us. Luckily, it’s the type of company that wants to hear everyone’s thoughts. We all have our say and we appreciate everyone’s feedback, which is great. In fact, there’s not a single member of staff that isn’t involved in development, which makes everyone happy in the workplace and gives us different avenues to try.
Is there anything you would like people to know about your industry?
There’s so much to learn and plenty of opportunities. Every day is a school day!
Are there any business role models you look up to, and why?
I’m inspired by many people and that’s where I get part of my motivation from. I am a strong believer in scouring LinkedIn or reading magazines and blogs, as there’s always something out there that you didn’t know.
Although, my main role model is probably Martyn Young. Martyn helped me grow in confidence and the thing I liked most about him was that he always had ambition and knew what he wanted. He had an answer for everything and was always there to lend a hand.Martyn always had surprises, he managed to get me to speak publicly to an audience of over 100 people. He really saw my potential and helped me during my time at Precision Printing.
Do you have any advice for people who want to take on a role like yours?
Research is key. The more you know, the better, and it’s essential to check out both the role and company. Also, if you’re going to offer outstanding customer service, you need to know the ins and outs! Look at what other companies are doing but never copy, be creative and be the best you can.
What about people who want to work in print?
It’s important for people to know that there are multiple avenues you can take to get into print, so 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 might want to rethink!
What do you do in your free time?
Even when I leave, I’m still thinking about work, but I love it! My partner is also at Precision Printing, so we chat about new ideas, what we’ve learnt and potential changes we can implement. I am also a massive fan of interior design and graphics, so I’m always looking for new designs that I can use in my home.
Can you tell us your career highlights at Precision Printing?
It’s so hard to choose just a few. It’s a rewarding job and every day a customer is happy with the service I provide is a highlight for me. I think my highlight would have to be the overall job satisfaction I get!
To finish, can you give us a single sentence of shrewd business advice?
Never give up easily and remain loyal, then you’ll achieve what you set out to do. Quitting is 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, it makes me stronger and more resilient. I have turned my biggest weakness into a major strength at Precision Printing.
Jen Allen has worked at Precision Printing as customer service team leader for one year. She has a degree in Graphic Design and Communication from Teesside University and loves hunting around TKMaxx’s homeware department to find something unique for her home. She’s a self-confessed major interior design nerd and, when asked for a fun fact about herself, her answer was: “Oh, now that would be telling…”