Continuing our series where we look at the brilliant people we have behind the scenes here at Fields. This week, we're catching up Vicky Keating of the Customer Happiness Team. She talks about her career so far with Fields and the importance of her role as the Web Order Process Manager.

Can you tell me about your journey in Fields? 

I started off working in the Fields stores, eventually becoming manager of the Grafton Street store. While I was there our web side of things was emerging and so I made the move to Web Order Process Manager, aka Head of the Customer Happiness Team! I’ve been in this role for three years.

What do you love about working here?

I love the way we are so well taken care of here. Noel and Sarah are so approachable, if I ever have an issue I know I can knock on their door and get a positive response.

I think it may be a little unusual for people in that position to be so accessible in a company and I find that really helpful.

I feel so supported here and I would cite that as the reason I’ve been in this company and in this role for so long

What are the key traits for working on the Customer Happiness Team?

You need to be tough and remember to not take anything personally. You need to enjoy talking to people and be patient, because these are some of the best and most stressful times in your customers’ lives – it’s key to remember this at all times. 

I never went to college, I went straight into retail. All my upskilling has been through working, hands on is the best training.