Former musical theatre and retail supremo finds calling in customer service

A FORMER retail boss who started out in musical theatre has found her calling in customer service.

Rhian Anstey owned three successful Vodafone stores – in Rhyl, Prestatyn and Oswestry – before passing them on to a new franchisee and taking on the role of Customer Experience Director in North Wales and Chester for insight6.

The company delivers advanced client feedback programmes, with services including mystery shopping, reviews, focus groups, training and development, working in multiple sectors UK-wide.

Rhian is already forging partnerships with leading names in education, communications, hospitality, and tourism and has also now taken-on the Networx4Business group based at Costigan’s in Rhyl, which is proving popular with entrepreneurs and small businesses in the coastal area.

“It is a very, very busy period but I’m enjoying it and interest is growing all the time,” said Rhian, from Connah’s Quay, who trained in musical theatre at college.

“Given the challenges of the pandemic, the companies and organisations I’m working with are more focused than ever on the end user and delivering a high-quality experience, but also on retaining and attracting talent.

“Engagement and the wellbeing of employees is more crucial and they recognise that, whereas previously that side of a business might not have had their full attention.”

With the support of husband Russell, Rhian was thrilled to join insight6 and is excited at the opportunities ahead; however, she was sad to leave retail after more than 20 years in the sector.

“It was a real shame but with more and more people shopping online and us having to close our doors because of lockdowns I really had no choice but to diversify,” she said.

“Now I have the chance to do something completely new, and add value to businesses in a different way, which is already very rewarding.”

Rhian added: “The pandemic has changed attitudes towards customer service and the way we buy things – perhaps forever – so I haven’t been surprised by the amount of interest we’ve had.

“A return on investment and efficiency are paramount, but from my perspective excellent customer service should be a priority whatever industry you are in, because there is so much choice now.

“If you are not standing out from the crowd or going over and above then it’s going to be very difficult to be successful.

“I’m pleased to be able to offer my experience and expertise – and that of the brilliant team around me – to help organisations on the path to doing that – I’m delighted with how it’s going so far.”