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- Tasks: Monitor service quality and provide feedback to chauffeurs for exceptional passenger experiences.
- Company: Wheely, a unique ride-hailing platform prioritising user privacy and five-star service.
- Benefits: Competitive salary, flexible hours, and opportunities for professional growth.
- Why this job: Join a team dedicated to maintaining high standards and enhancing customer satisfaction.
- Qualifications: 2+ years in Quality Control or related fields, with strong communication skills.
- Other info: Collaborative environment focused on continuous improvement and exceeding passenger expectations.
The predicted salary is between 36000 - 60000 £ per year.
Wheely is not a traditional ride-hailing company. We are building a platform with user privacy at its core while successfully scaling a five-star service to millions of rides across multiple cities.
About the role
The Quality Associate role is key to maintaining Wheely's exceptionally high standards. A successful candidate will monitor the quality of the fleet and take action where necessary, providing feedback and coaching chauffeurs - helping them to achieve the Wheely Standard in the service levels they provide to passengers.
What you will be doing
- Monitor passenger feedback to ensure an exceptional level of service is consistently being provided, preparing reports on trends where required.
- Conduct investigations into incidents, producing unbiased reporting of each situation with recommended outcomes.
- Ensure a timely resolution of all incidents adhering to operational SLA’s.
- Assess chauffeurs against The Wheely Standard through vehicle checks or online assessments.
- Provide effective feedback to chauffeurs to improve performance.
- Support in building the feedback loop between quality, customer service, training and operations to continuously improve standards.
- Partner with peers in other regions to continuously improve the processes, ensuring the passenger expectations are consistently being exceeded.
Requirements
2+ years of relevant experience (Quality Control, HR, etc.)
Customer Experience Specialist employer: Wheely Ltd.
Contact Detail:
Wheely Ltd. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Specialist
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect with potential colleagues on LinkedIn. We all know that sometimes it’s not just what you know, but who you know that can help you land that Customer Experience Specialist role.
✨Tip Number 2
Prepare for those interviews by practising common questions related to quality control and customer service. We suggest doing mock interviews with friends or using online resources to get comfortable. The more you practice, the more confident you'll feel when it’s time to shine!
✨Tip Number 3
Showcase your skills! Create a portfolio or a presentation that highlights your achievements in quality assurance and customer experience. We want to see how you’ve made a difference in previous roles, so don’t hold back on sharing your success stories.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. We’re always on the lookout for passionate individuals who can help us maintain our high standards, so don’t hesitate to put yourself out there!
We think you need these skills to ace Customer Experience Specialist
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that match the Customer Experience Specialist role. Highlight any relevant experience in quality control or customer service to show us you’re the right fit!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you’re passionate about maintaining high standards and how your background aligns with our mission at Wheely. Keep it engaging and personal!
Showcase Your Attention to Detail: In this role, attention to detail is key. Make sure your application is free from typos and errors. A polished application shows us you care about quality, just like we do at Wheely.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at Wheely Ltd.
✨Know the Company Inside Out
Before your interview, make sure you understand Wheely's mission and values. Familiarise yourself with their focus on user privacy and five-star service. This will help you align your answers with what they stand for and show that you're genuinely interested in the role.
✨Prepare for Scenario-Based Questions
Expect questions that ask how you would handle specific situations related to quality control and customer feedback. Think of examples from your past experience where you've successfully resolved issues or improved service standards. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Showcase Your Analytical Skills
Since the role involves monitoring passenger feedback and preparing reports, be ready to discuss your analytical skills. Bring examples of how you've used data to drive improvements in service quality. Highlight any tools or methods you've used to analyse trends and make recommendations.
✨Emphasise Team Collaboration
Wheely values collaboration across regions and departments. Be prepared to talk about your experience working in teams and how you've partnered with others to achieve common goals. Share specific instances where your teamwork led to improved processes or customer satisfaction.
