We're proud to offer world-class service to our clients, but maintaining our high standards (and our 5 star Trustpilot rating!) takes continuous work and training. That's where our Client Service Team Leader, Theresa, comes in! We shone the spotlight on Theresa to uncover what her day-to-day role consists of, her favourite projects so far and her top print product.
How long have you worked at instantprint?
I joined instantprint in September 2020. After 7 months of being a Client Service Advisor, I progressed to a Client Service Team Leader position. I have learnt so much in my time working here, from the different products and paper types we produce to how much we want our customers to thrive. I learnt early on about our 6 company values and just how important this is not only to each employee but to the overall business. Everyone within instantprint, no matter their position is so friendly and extremely supportive and values each other and this is what I love about working here.
What does your average day look like?
My day is never the same and that’s what I love about it. I work closely with my other team leaders. Provide ongoing support and training for my team, delivering 121s, training sessions and coaching forms. I also get involved with recruitment for new team members, which is always exciting! My other responsibilities include producing and reviewing reports to ensure we continuously deliver exceptional customer service, setting up daily tasks for my team and being hands-on when the team needs extra support.
How does your role fit into the customer’s journey?
To ensure we keep delivering a world-class customer service I ensure that the team is fully trained in all areas. Whenever a customer needs further support or guidance, I would contact the customer directly and resolve as best I can.
If we receive NPS feedback from customers that have expressed that they have not received great service, or their products have not arrived as expected, I contact them directly and provide my full support to come to the best resolution for the customer.
I’m continuously thinking about our processes and the impact that this has on our customers; if I notice that something isn’t flowing quite right, I escalate this to be reviewed and look to see how we can do things differently to ensure we are always delivering the best service to all our customers.
What makes you proud about working at instantprint?
Absolutely everything, from the whole business and how much they not only value one another but also our customers. The support I receive from my manager and other managers within other departments helping me to develop and gain more business knowledge. I love working for instantprint and all the people I work with.
Tell us your favourite memory of working at instantprint!
My favourite memory is the first day I came to the office and met the team. I just couldn’t believe how amazing and lovely everyone was. I felt like part of the family straight away.
What’s your favourite print product and why?
I absolutely love the velvet business cards - the texture feels amazing and just gives the product that 'wow' factor!
What’s your favourite project that you’ve worked on so far?
This is a tough one, I’ve thoroughly enjoyed all of the projects I’ve worked on but the one that I am enjoying the most right now is leading the outbound team and thinking of new innovative ideas to improve the customers' experience with us.
Tell us about your downtime hobbies or a random fact about yourself
A random fact about me is that when I left school I joined The Royal Navy. I fully believe that this has shaped me into the person that I am today, and I absolutely loved my time in the forces.
Added bonus I got to see some beautiful parts of the world, met my partner and have two beautiful little boys.