Fortnum & Mason - Decent Seasonal Employment (Customer Relations Office) | Glassdoor
  1. Helpful (1)

    "Decent Seasonal Employment (Customer Relations Office)"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Contractor - Customer Service Advisor (Temp) in London, England
    Recommends
    Positive Outlook
    No opinion of CEO

    I worked at Fortnum & Mason for less than a year

    Pros

    1) It is nice to work in a customer service role where you are actually given the means of going above and beyond to resolve a customer complaint. 2) Overall I probably agreed with the companies ethic more than many other places which I have worked. 3) Training provided was quite efficient and useful. Opportunity to re-train was always made available. 4) Decent office atmosphere created by a young staff and managers who let you get on with the job. 5) I learned a hell of a lot during my two months in the job. 6) Subsidised meals in the canteen are very good value and the food is generally of a high standard. Only £2.75 for a vegetarian main. All coffee and tea is free. The company also provide a lot of random free food on occasion e.g. cakes, expensive biscuits, pastries etc. 7) Good staff discount, 25% - 30% depending on the items. 8) Quite cool to be working for a company with so much legacy.

    Show More

    Cons

    1) The money probably isn't good enough considering how intense the job can be. Only £8.75 an hour is very low and there is little opportunity to increase that in the long-run unless the stars align for you in some crazy way. 2) As mentioned above the job can be stressful. Especially at Christmas when the communication lines get busier and customers become more and more irate. 3) Sometimes the companies policy of achieving customer satisfaction by any means necessary can be frustrating as some customers are clearly playing the system to obtain complimentary gifts and refunds. If they complain enough they always get what they want. 4) Generally speaking, the management / supervisors cannot help you in the busy season as they have their own work to do. Expect to be told to "use your own discretion" a lot. Of course this is also a positive as you are left alone for the most part. 5) Some completely inadequate workers managed to coast through the Christmas period as it was too busy to remove them from their role. It was very frustrating cleaning up after multiple agents sloppy work. However, most people were fantastic professionals it must be said. 6) Incentive to stay on long-term really isn't there and as such the staff changes very regularly. No pay increase and post-Christmas your responsibilities increase further as the specialisation is disbanded and everyone is now responsible for potentially answering webchats, phone and email all at once. 7) Working Sundays without an hourly rate increase is a bit annoying, as is working Saturdays (although you won't always be rostered to work them).

    Show More

    Advice to Management

    Increase the pay and increase staff retention. More experienced staff would allow for greater customer service and reduce a lot of the issues caused by poor work standards of certain individual workers at Christmas. Overall though the management of the CR office are doing their best with what they have and are nice people. I wish them well.

    Fortnum & Mason2018-01-15
  1. "Very bad management team"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - Part Time Sales Associate in Hong Kong
    Doesn't Recommend
    Neutral Outlook
    Disapproves of CEO

    I worked at Fortnum & Mason part-time for less than a year

    Pros

    High salary for part-timer, Nice colleague

    Cons

    Management is weak and poor which we did not know the exact amount of salary paid and they fired people without a reason or probation even we provided good quality of service.

    Advice to Management

    Listen to HK team.

    Fortnum & Mason2020-01-25
  2. "Great company and mostly a good work environment"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Contractor - Sales Associate in London, England
    Recommends
    Neutral Outlook
    No opinion of CEO

    I worked at Fortnum & Mason for less than a year

    Pros

    Great co-workers who were all very friendly Good structure due to being a big company Nice work environment

    Cons

    Shift pattern work Some manager's treatment of junior staff was very poor

    Advice to Management

    Take more care of staff and listen to their opinions and thoughts Create more of a team environment rather than an "Us vs Them" vibe

    Fortnum & Mason2020-01-23

Discover more reviews about Fortnum & Mason.