At a Glance
- Tasks: Conduct mystery shopping to enhance customer experiences and ensure compliance.
- Company: Join a trusted provider with over 100 years of experience in aftercare services.
- Benefits: Enjoy competitive salary, generous leave, health plans, and career progression opportunities.
- Other info: Flexible location, dynamic work environment, and a commitment to diversity and inclusion.
- Why this job: Make a real impact on customer satisfaction while developing valuable skills.
- Qualifications: Attention to detail, analytical skills, and a customer-focused mindset are essential.
The predicted salary is between 27000 - 33000 £ per year.
Domestic & General partners with several major retailers across the UK to offer protection plans that customers value and use every day.
This role will provide vital oversight into how these offers take place and enable the business to identify areas of improvement or compliance breaches.
This role helps demonstrate that customers are receiving positive outcomes and enables Domestic & General to continue to grow and enhance our reputation.
What you’ll be doing
- Develop a detailed understanding of Domestic & General's products, services, customer journeys, and customer outcome expectations.
- Develop knowledge of the compliance and regulatory requirements associated with offering Domestic & General products.
- Analyse customer interactions and sales journeys to identify examples of good practice and potential areas of concern.
- Deliver mystery shopping activities across retail and partner channels by acting convincingly as a genuine customer.
- Ensure mystery shop findings are accurately recorded and scored in line with agreed quality standards and reporting requirements.
- Support new product, process, and client launches by helping to validate that learning and improvement activities have been successfully embedded.
- Analyse competitor products, customer journeys, and market activity to identify opportunities for improvement.
- Manage personal workloads and deadlines to ensure activities are completed accurately and on time and ensure all work is completed in line with company policies, procedures, and regulatory requirements.
- Lead personal development by actively participating in training, coaching, and learning opportunities
What you’ll bring
- Strong attention to detail and ability to assess information accurately.
- Good analytical and problem-solving skills with the ability to identify trends and areas for improvement.
- Excellent written and verbal communication skills.
- Strong organisational skills with the ability to manage multiple priorities and meet deadlines.
- Customer-focused mindset with an interest in understanding customer experiences and outcomes.
- Comfortable using Microsoft Office and learning new systems and processes.
- Previous experience in a customer service, administration, retail, sales, or similar customer-facing environment is desirable.
- An interest in quality assurance, compliance, or customer insight would be advantageous.
Benefits
- Competitive salary and annual discretionary bonus
- 25 days annual leave plus bank/public holidays, as well as an annual option to buy up to 5 additional days of annual leave
- Training opportunities as well as clearly defined career progression
- Health cash plan – employer funded cover to enable you to claim money back on essential healthcare costs, including dental, optical, physiotherapy and many more.
- Cover also includes unlimited access to a 24/7 virtual GP service
- Attractive company pension scheme
- Life assurance – employer funded cover of 4x basic salary
- Dedicated online benefit portal offering access to saving and lending facilities, financial wellbeing and support services: Salary Finance – access to savings and borrowing through payroll
- Car Leasing – access to a carbon neutral salary sacrifice car leasing scheme, with an all-inclusive monthly cost covering all charge, taxes, insurance, repairs and maintenance on a range of brand-new vehicles
- Travel Loans – interest free loans to help spread the cost of annual travel tickets
- Cycle to Work – tax efficient bike and cycling equipment worth up to £1,000
- Health & Wellbeing – discounted gym membership, online virtual workout sessions, online culinary classes
- On Hand – Giving you the opportunity to be an Eco & Social volunteer via a handy app.
Volunteer individually or in groups to get involved in Youth Mentoring, Food Poverty, Homelessness & Elderly help.
- Employee Assistance Programme – specialist advice and support on issues such as finance, relationships, illness and family issues
- Free Domestic & General protection plan – one free plan each year with access to discounted rates of up to 50% on additional plans, including referrals for family and friends
- Employee discounts – with a range of discounts for 100s of online and high street retailers
Domestic & General are an equal opportunities employer which means we treat people fairly.
We welcome applications from all suitably skilled persons regardless of their gender, age, race, disability, ethnic background, religion/belief, sexual orientation, gender reassignment or marital/family status.
Please note that we have a thorough referencing process, which includes criminal record checks.
At Domestic & General, we are proud of our 100-year legacy and excited about our future growth plans.
We are expanding our horizons, entering new markets and territories internationally and we need your expertise to help us on the journey.
For over 100 years, Domestic & General has been a trusted provider of aftercare for domestic appliances for over 16 million customers.
You'll have tailored support and training throughout your time at Domestic & General, allowing clear career progression in the direction you choose.
We're transforming a 100-year-old business into a tech-driven platform with a global reach.
But to do that, we'll need a range of skills from all walks of life.
Think you can help?
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Mystery Shopping Associate employer: PLC D&G Group Limited
Domestic & General is an exceptional employer that values its employees by offering a competitive salary, generous annual leave, and a comprehensive benefits package including health cash plans and a robust pension scheme. With a strong focus on employee growth, the company provides tailored training opportunities and clear career progression paths, all within a supportive and inclusive work culture that encourages innovation and collaboration. Located in the UK with flexible working arrangements, employees enjoy the unique advantage of contributing to a century-old legacy while being part of a transformative journey into a tech-driven future.
StudySmarter Expert Advice🤫
We think this is how you could land Mystery Shopping Associate
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at PLC D&G Group Limited. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like PLC D&G Group Limited before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Mystery Shopping Associate
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to PLC D&G Group Limited:Your cover letter is your chance to shine! Tell us why you want to work at PLC D&G Group Limited specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at PLC D&G Group Limited!
How to prepare for a job interview at PLC D&G Group Limited
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
