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- Tasks: Conduct mystery shopping journeys to assess chauffeur service quality and provide feedback.
- Company: Wheely is a unique ride-hailing platform prioritising user privacy and five-star service.
- Benefits: Enjoy flexible working hours, perks, and monthly credits for personal Wheely journeys.
- Why this job: Join a dynamic team focused on high standards and customer experience improvement.
- Qualifications: 2 years in a relevant role and a high school diploma or equivalent required.
- Other info: Part-time role with 24 hours per week, offering some work-from-home flexibility.
Quality Inspector – Mystery Shopper (Part-Time)
London, England, United Kingdom
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.
The Quality Team is responsible for independently assessing the Quality of the services provided by the Chauffeurs and by our Customer Service team. Enabling a virtuous feedback loop between our theories and the outcome of our services provided.
A successful candidate will act as a Mystery Shopper, taking journeys and ensuring our standards are met, providing feedback and coaching Chauffeurs at the end of the journey – helping them to achieve the Wheely Standard in the service levels they provide to passengers.
What you will be doing
- Assess chauffeurs against The Wheely Standard through mystery shopping journeys using an internal Quality Check tool, followed by effectively delivered on-the-spot feedback 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
Must-have:
- 2 years in a relevant role (experience within high-standard, disciplined, detail-oriented industries, such as luxury hospitality, retail, transportation, military, etc).
- High school diploma or equivalent (any certifications, diplomas, or qualifications in hospitality, service management, customer experience, or other relevant and transferrable subject).
- An appreciation for high standards, attention to detail, and enthusiasm for customer experience.
- Excellent interpersonal and communication skills – empathy is key.
- Flexibility, able to work at our offices and conduct mystery shops all around the city. Some work-from-home flexibility is also available if required.
Beneficial:
- Direct experience as a mystery shopper.
- Experience in delivering feedback, coaching, or training.
- Experience managing adherence to SOPs and quality standards, especially those involving customer interactions.
- Diploma or degree in hospitality, customer experience management, or similar.
- Knowledge of luxury vehicles and their specifications.
Wheely expects the very best from our people, both on the road and in the office. In return, employees enjoy flexible working hours, and an exceptional range of perks and benefits.
- Monthly credit for Wheely journeys (outside of mystery shopping)
Accepted file types: pdf, doc, docx, txt, rtf
Are you ready to work in London on a part-time basis, conducting on-site checks for a total of 24 hours per week (spread over 3 or 4 days, with some flexibility around scheduling)? * Select…
What excites you about the role and why do you think you will be a good fit?
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Quality Inspector - Mystery Shopper (Part-Time) employer: Wheely Ltd.
Contact Detail:
Wheely Ltd. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Quality Inspector - Mystery Shopper (Part-Time)
✨Tip Number 1
Familiarise yourself with the Wheely Standard and their approach to customer service. Understanding their expectations will help you align your feedback and coaching style with their values, making you a more attractive candidate.
✨Tip Number 2
Network with professionals in the luxury hospitality and transportation sectors. Engaging with individuals who have experience in high-standard environments can provide insights into the role and may even lead to referrals.
✨Tip Number 3
Prepare for potential scenario-based questions during interviews. Think about how you would handle various situations as a mystery shopper, focusing on your ability to provide constructive feedback and maintain high standards.
✨Tip Number 4
Showcase your flexibility and adaptability in previous roles. Highlight experiences where you successfully managed changing schedules or worked in dynamic environments, as this aligns well with the part-time nature of the position.
We think you need these skills to ace Quality Inspector - Mystery Shopper (Part-Time)
Some tips for your application 🫡
Understand the Role: Before applying, make sure to thoroughly read the job description for the Quality Inspector - Mystery Shopper position. Understand the key responsibilities and requirements, especially the importance of high standards and attention to detail.
Tailor Your CV: Highlight relevant experience in your CV that aligns with the role. Focus on any previous work in high-standard industries, customer service, or mystery shopping. Use specific examples to demonstrate your skills and achievements.
Craft a Compelling Cover Letter: Write a cover letter that expresses your enthusiasm for the role and explains why you would be a great fit. Mention your appreciation for high standards and your interpersonal skills, as these are crucial for the position.
Prepare for Questions: Think about potential interview questions related to customer experience and quality assessment. Be ready to discuss how you would provide feedback to chauffeurs and improve service standards based on your experiences.
How to prepare for a job interview at Wheely Ltd.
✨Showcase Your Attention to Detail
As a Quality Inspector, attention to detail is crucial. During the interview, provide examples from your past experiences where your keen eye for detail made a difference, especially in high-standard environments like luxury hospitality or retail.
✨Demonstrate Your Communication Skills
Effective communication is key in this role, especially when providing feedback to chauffeurs. Be prepared to discuss how you've successfully delivered constructive criticism in previous roles and how you ensure your message is clear and empathetic.
✨Familiarise Yourself with The Wheely Standard
Research Wheely's service standards and values before the interview. Understanding what they expect from their chauffeurs will help you articulate how you can contribute to maintaining and improving these standards.
✨Prepare Questions About the Role
Show your enthusiasm for the position by preparing thoughtful questions about the role and the company. This demonstrates your interest and helps you assess if Wheely is the right fit for you as well.
