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After the completion of her degree Hannah joined Fortnum & Mason as a Buyer’s Clerk in the Grocery department. During this period, she completed the Fortnum & Mason food academy which increased her depth of knowledge into Fortnum’s unique range of produce. The Retail Management degree included a year in industry, and this is when Hannah first encountered Fortnum & Mason. Throughout her university placement she spent time assisting various departments within the company including the sales floor, Warehousing and Logistics and Customer Service. Alongside her valuable work experience, during this time Fortnum & Mason helped Hannah gain her NVQ Level 3 in Mentor Managing. After the completion of her degree Hannah joined Fortnum & Mason as a Buyer’s Clerk in the Grocery department. During this period, she completed the Fortnum & Mason food academy which increased her depth of knowledge into Fortnum’s unique range of produce. In 2005 it was announced that Fortnum & Mason would be undergoing a £30million refurbishment, and Hannah was enlisted to join the project team that November. Her key project management role was to liaise with fellow colleagues and customers during the development period. Upon completion of ‘Project Piccadilly’ Hannah’s next step in October 2007 saw her assist in the implementation of Fortnum & Mason’s first 3rd Party call centre in Glasgow, which processes telephone orders. This meant relocation for three months to deliver training and support to the new team. Following a successful launch, Hannah was then promoted to Team Leader of the Customer Order department in 32 June 2008. Hannah became a key individual in managing of one of the busiest departments through the 2008 Christmas trading period. Following this success, in 2009, Hannah was promoted to Customer Relations Manager. The role incorporates management all our telephony departments; customer services, telephone ordering and switchboard. Furthermore, Hannah is now also a key member in the customer service academy, which aims to provide outstanding customer service training to all employees. Alongside her role, Hannah is an active member of several of Fortnum & Mason’s additional activities. These include co-managing the Charity Committee fire warden duty and as a St John’s Ambulances ‘First Aider at work’, for which she undergoes regular training. Hannah has undertaken many sponsored events for various charities raising a sum of £890 to date. These included completing a 17 mile night hike around central London for Maggie’s Charity twice, a two mile swimathon for CLIC Sargent and organising a coffee morning for the employees at Fortnum & Mason. Finally, Hannah is also playing an active role in the future development of Fortnum & Mason through her participation in the implementation of a new customer ordering system, due to launch store-wide in the new year.
1. Service 2. Value Although we are a luxury retailer and our pricing structure reflects our brand positioning we aim to charge fair prices for the quality of product we are providing. Our margins are set at a fair level and we constantly monitor our competitors’ prices, so that we are charging only a modest premium above high street prices for proprietary brands. 3. Quality Chapter 7 Fortnum & Mason – Our Customers Fortnum & Mason aim to provide excellent service through whichever channel our customers contact us – store, telephone or website. We train our staff through the Academies to be knowledgeable, polite, attentive, friendly and helpful. We aim to provide ‘old fashioned’ service backed up by modern systems and processes. On those occasions where something goes wrong we aim to provide and promote a generous response in order to turn a dissatisfied customer into an advocate of Fortnum & Mason. We undertake regular ‘mystery shopping’ to monitor and help us to improve out standard of service. As outlined in our buying pillars, we always seek out the highest possible quality of product for our discerning customers. We work directly with our suppliers, often developing recipes together to achieve the highest quality possible. We employ a qualified food technologist who monitors quality control with all our suppliers. 33 4. Communication and Enagagement We keep our customers informed of development and activities through email, direct mail, news and stories on our website and through electronic information boards in the store. In addition we commission regular exit surveys to find out what our customers think of us, and hold focus groups to talk through issues with customers in more depth. In 2010/11 we are introducing a new Customer Relationship Management system which will give us 360 degree view of our customers’ activities across all channels, store, restaurants, telephone and website enabling us to target our communications more effectively. 5. Accessibility Since completing the refurbishment of the store we fully comply with the Equalities Act and are able to satisfy the needs of all our customers, whether they need assistance due to hearing, sight or mobility issues.
Page 1 and 2: Fortnum & Mason Corporate Social Re
Page 3: INTRODUCTION Fortnum & Mason was fo
Page 6 and 7: 1. Company Details:- • Turnover o
Page 8 and 9: Fish - We aim to stock only cold wa
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Page 12 and 13: Chemicals Our policy has always bee
Page 14 and 15: The First World War had a huge impa
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Page 18 and 19: Case study - product Fortnum & Maso
Page 20 and 21: Case study - supplier Clive Christi
Page 22 and 23: Chapter 4 Fortnum & Mason - The Env
Page 24 and 25: In the lead up to our tercentenary,
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Page 28 and 29: 2. Volunteering All staff are allow
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