The Staff Member’s Story – March

Every month, we get to know a bit more about one of our linguists. This month however, for something different, we get to know a bit more about Zainub Patel, TLS’s very own client relationship and account manager.

Tell us about the work you do for TLS.

I’m the client relationship and account manager at TLS, where I look after our client contracts and partnerships. My role is really varied, which is something I enjoy. I create detailed data packs and present insights to our customers, support with any escalations or issues, and work closely with them to make sure we’re delivering the best possible service. A big part of my role is building strong relationships and ensuring our clients feel supported and valued.

What’s been your favourite project at TLS?

One of my favourite parts of the role is creating and supporting training sessions for our interpreters to help them grow and develop. Last year, we worked with a customer to provide additional training around Initial and Review Child Protection Services. The feedback from our interpreters was fantastic – they found it incredibly helpful in understanding the purpose and importance of CPS reviews and their role within them. It was great to see the positive impact the training had, and I learned a lot from the experience as well.

What has been your biggest challenge?

My biggest challenge was definitely when I first stepped into the role. I already understood our customers and how to support them, but I hadn’t fully appreciated just how different their needs and services can be. Learning how important it is to tailor our approach to each individual customer was a real turning point for me. Since then, I’ve grown so much in confidence and experience, and I’ve developed a stronger understanding of how to deliver truly personalised support.

Tell us something interesting about you.

I’ve recently started to try and learn Python, which is a programming language used to build websites and software. I’m really enjoying it so far! It’s challenging in a good way and feels like a great opportunity to expand my skills and try something new outside of my day-to-day role.