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’re expanding rapidly across EMEA and the US. We’re adding exceptional talent to drive our next phase of growth.
The Lead Trainer will play a key role in elevating service quality across the London chauffeur fleet. This role is essential to ensuring every chauffeur consistently delivers Wheely’s service standards. The position focuses on delivering engaging training to chauffeurs, while managing and adapting learning content to fit the London market. The Lead Trainer will assess chauffeurs’ performance, provide clear and constructive feedback, and lead effective 1:1 coaching sessions.
Acting as the voice of the chauffeur, the Lead Trainer will also serve as the local expert - supporting chauffeurs, answering questions, and ensuring they have the knowledge and guidance needed to deliver exceptional service. This role offers the opportunity to directly shape service excellence and enhance the overall passenger experience in London.
What you will be doing:
- Be responsible for the delivery of training for Wheely chauffeurs in providing a five-star luxury customer experience.
- Maintain content & create country-specific learning initiatives.
- Be the voice of the chauffeur — the subject-matter expert, communicating with chauffeurs, and answering any questions or queries.
- Assess chauffeurs against Wheely Standards, followed by effectively delivered feedback to improve performance during coaching, 1:1 training.
- Partner with peers in other regions to continuously improve the processes, ensuring the passenger expectations are consistently being exceeded.
Requirements:
- Passion for engaging facilitation & training others.
- 3+ years of experience in a specialised Training role.
- Successful track record of delivering engaging training and development programmes with an emphasis on meeting exacting standards that will be valued by customers.
- In-depth knowledge in MS PowerPoint/Google Slides.
- Desired experience in Articulate 360 suite.
- Minimum 2+ years of relevant experience in a customer-facing environment, preferably luxury industry.
- Tenacious in maintaining standards with exceptional attention to detail.
- Passion for developing others and bringing out the best in people.
- Exceptional communication skills, both verbal and written.
- Passion for luxury vehicles and a knowledge of their specifications is a plus.
What we offer:
- Flexible working hours, stock options and an exceptional range of perks and benefits.
- Competitive salary and quarterly KPI-based bonus.
- 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.
