Employee Blog | Sue Thorns, Customer Support Specialist, Promega UK

Sue Thorns,
Customer Support Specialist, Promega UK

What brought you to Promega originally — and what’s kept you here all these years?

I was looking for a role where I could really make a difference to customers every day, and Promega stood out straight away. From the very first interview, I had a strong sense that this was a supportive, friendly environment, and it still is. The team culture here is brilliant, and I genuinely enjoy coming into work each day knowing I’ll be working alongside such great people.

How has your role changed over the years? How has customer support evolved in that time?

When I first joined, our team was much smaller and the product range was not so extensive. Over time, as Promega has grown and new technologies have been introduced, our Customer Support team has grown too. We've adapted by improving our systems, sharing knowledge, and collaborating more closely with other departments, especially with the Technical Services team. But at its core, the job is still about helping people, and that’s what I love.

Promega is known for having a strong team culture, as you mentioned above. What’s your favourite part of working in the Customer Support team?

It’s definitely the people, both my colleagues and our customers. We’re a really close-knit team and we support each other daily. There’s always someone willing to jump in and help, and that creates a really positive atmosphere. It makes the busy days feel manageable and the achievements feel shared.

What do you think sets Promega UK’s support team apart from others in the life sciences sector?

I think it’s the fact that we’re UK-based and genuinely invested in helping every caller, we’re not just reading from a script. We know many of our customers by name, we understand their pressures, and we’re quick to resolve things. We often hear that our response time and personal approach make a real difference, especially when customers are working to tight deadlines.

Do you have a favourite kind of customer query/a moment where you felt especially proud to have helped someone?

I always enjoy helping new customers place their first order, it’s great to guide them through the process and reassure them that we’re here to support them. But I’ve also had moments where a panicked call turned into a thank-you email the next day, which always feels good. It’s lovely when people take the time to let us know we’ve helped make their day a bit easier.

How do you stay up to date with Promega’s new product launches or changes so you know about products when a customer asks you about them, and how do you work with the dedicated Technical Services Team to support customers with new products and the more established ones?

We get regular updates as emails and in meetings, and we often speak with the product managers and the technical services team directly. If I’m unsure about a detail, I know who to ask, and I can pass that reassurance on to the customer quickly. It’s very collaborative, which makes it easier to stay informed even when new products are launching.

What do you enjoy outside of work?

I’m a big car fan attending car shows with my MINI. I also enjoy going to concerts and getting away when I can. Travelling is something I’ve always loved, whether it’s a weekend trip or something further afield.

What’s one thing your colleagues or customers might be surprised to learn about you?