Fenella

Senior Agent

“ If you are ever in need, just know that you have the support from both your team and senior management.”

• What does a good day look like in your role?

  Spending time with my team and supporting customers with all of their enquiries, no matter how big or small! My day is typically filled with a lot of varied enquiries and questions. I need to be able to support the customers' journey and make sure that they have a wonderful AllSaints experience from start to finish. I gain great satisfaction from providing customers with the best experience and knowing that I have gone above and beyond to make their overall experience with the brand a great one. 
   

• What does a challenging day look like in your role?

  Multitasking and juggling! One of the most important aspects of my role is being able to multitask and switch between tasks efficiently. When it’s busy, I have to have my to-do list ready so nothing gets forgotten. This is extremely important when there are customers on the other side. The days that I’m not around my amazing and supportive team as much as I would like to be are always the most challenging.

• What do you get up to in a typical day/week?

  I help to ensure that all of our AllSaints customers are left happy with their overall shopping experience from start to finish and I make sure that the team and I are going above and beyond for every customer. As mentioned previously, multitasking is a very important factor. I deal with customer queries which may include, shipping, returns, stock, product enquiries and so much more. Another aspect of my role is to support the first line of agents that help customers via our Live Chat channel, ensuring the correct information and best solutions are provided to our customers quickly and efficiently.

• What's the best thing about working for AllSaints?

  Being surrounded by all the different departments within the head office and having a great relationship with the in-store team members too, this makes the work environment fun and inclusive! 
   

• What's the most surprising or unexpected thing about working for us?

  Personally, my journey from a part-time stylist to now has shown me that AllSaints is so encouraging of personal development. This allowed me to experience a few varying job roles, building my skill set and allowing me to grow within the company.
   

• Why AllSaints?

  The people, the clothes and the atmosphere.

• What's not in the job description but something you'd tell a friend if they were looking to join the brand?

  Good team dynamic, everyone is happy to support each other. If you are ever in need, just know that you have the support from both your team and senior management. They encourage personal development as well as a good working environment.
   

• Tell us about your journey with AllSaints so far.

  I started working in an AllSaints store around two years ago whilst studying at university. When university came to an end, I wasn’t ready to leave the brand and saw that they had an opening for a secondment into East London Studios. This was a great opportunity to stay within the brand I love, whilst experiencing a different role. I came into the customer experience team on a temporary basis and since June 2022, I have worked up to a senior agent. I look forward to my journey continuing.