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- Tasks: Monitor service quality, provide feedback to chauffeurs, and ensure exceptional passenger experiences.
- Company: Wheely, a premium ride-hailing service redefining luxury transport across Europe and the Middle East.
- Benefits: Flexible hours, competitive salary, stock options, private medical insurance, and unique perks.
- Why this job: Join a fast-growing scale-up and help maintain high standards in luxury transportation.
- Qualifications: 2+ years in luxury service, strong communication skills, and a passion for developing others.
- Other info: Office-based role with a vibrant culture and excellent career growth opportunities.
The predicted salary is between 28800 - 43200 £ per year.
Wheely is a high-end ride-hailing service redefining premium transportation across major cities in Europe and the Middle East. We combine technology with the art of five-star chauffeuring to deliver a consistently exceptional experience. As a profitable, fast-growing scale-up with $43M raised, we are expanding rapidly across EMEA and the US. We are adding exceptional talent to drive our next phase of growth.
About the role
The Assistant Quality Manager 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 (Quality Control, HR, L&D, operation supervisor etc) experience in the Luxury Service Industry.
- Thorough when investigating an incident, operating with a sense of urgency to ensure problems are solved.
- Delivers feedback with radical candour, not afraid to give difficult feedback.
- Tenacious in maintaining standards with exceptional attention to detail.
- Passion for developing others and bringing out the best in people.
- Excellent interpersonal skills - delivering feedback with empathy is key.
- Exceptional communication skills, both verbal and written.
- Basic data skills, ability to create, maintain, enter, analyse and act upon data.
- Experience using tools like Intercom, Atlassian, and Aircall is beneficial.
- Passion for luxury vehicles and a knowledge of their specifications is a plus.
What we offer:
- Competitive salary and equity package.
- Private Medical Insurance.
- Life and critical illness insurance.
- Monthly credit for Wheely journeys.
- Cycle to work scheme.
- Free parking at Syon Park.
This is an office-based role located in Syon Park. Wheely has an in-person culture but allows flexible working hours and work from home when needed. In most cases, we expect team members to be in the office at least four days a week.
Assistant Quality Manager in London employer: Wheely Ltd.
Contact Detail:
Wheely Ltd. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Assistant Quality Manager in London
✨Tip Number 1
Network like a pro! Reach out to people in the luxury service industry, especially those connected to Wheely. A friendly chat can open doors and give you insights that might just land you an interview.
✨Tip Number 2
Prepare for the interview by understanding Wheely's standards. Familiarise yourself with their service ethos and think about how your experience aligns with their expectations. Show them you’re not just a fit, but the perfect fit!
✨Tip Number 3
Practice your feedback delivery skills. Since the role involves coaching chauffeurs, being able to give constructive feedback with empathy is crucial. Role-play with a friend or family member to get comfortable with it.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to engage directly with us.
We think you need these skills to ace Assistant Quality Manager in London
Some tips for your application 🫡
Show Your Passion for Quality: When you're writing your application, let your passion for maintaining high standards shine through. Talk about your experience in the luxury service industry and how you've ensured exceptional quality in your previous roles.
Be Specific with Examples: We love a good story! Use specific examples from your past experiences to illustrate how you've handled feedback, resolved incidents, or improved service levels. This will help us see how you can bring that same energy to Wheely.
Tailor Your Application: Make sure to tailor your application to the Assistant Quality Manager role. Highlight relevant skills and experiences that align with our job description, especially your attention to detail and ability to deliver feedback effectively.
Apply Through Our Website: Don't forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity at Wheely. We can't wait to hear from you!
How to prepare for a job interview at Wheely Ltd.
✨Know the Wheely Standard
Before your interview, make sure you understand what The Wheely Standard entails. Familiarise yourself with their service levels and think about how you can contribute to maintaining these high standards. This will show your genuine interest in the role and the company.
✨Prepare for Feedback Scenarios
Since the role involves giving feedback to chauffeurs, be ready to discuss how you would handle difficult conversations. Think of examples from your past experience where you delivered tough feedback with empathy and radical candour. This will demonstrate your interpersonal skills and ability to maintain standards.
✨Show Your Passion for Quality
Wheely is all about exceptional service, so express your passion for quality control and luxury service. Share specific instances where you’ve gone above and beyond to ensure high standards in your previous roles. This will help you stand out as a candidate who truly aligns with their values.
✨Data Skills Matter
Brush up on your basic data skills, as the role requires analysing passenger feedback and trends. Be prepared to discuss any tools you've used in the past, like Intercom or Atlassian, and how you’ve leveraged data to improve service quality. This will highlight your analytical abilities and readiness for the role.
