At a Glance
- Tasks: Become a Mystery Shopper, assessing chauffeur services and ensuring top-notch customer experiences.
- Company: Join Wheely, a fast-growing premium transportation company redefining luxury travel.
- Benefits: Enjoy flexible working hours, competitive salary, stock options, and health insurance.
- Other info: Dynamic role with opportunities for professional development and growth.
- Why this job: Make a real impact on service quality while enjoying the perks of luxury transport.
- Qualifications: 2+ years in luxury customer service and a passion for high standards.
The predicted salary is between 30000 - 40000 £ per year.
About Wheely
Wheely is redefining premium transportation across major cities in Europe, the US, and the Middle East. We blend cutting-edge technology with the craft of five-star chauffeuring to deliver an experience trusted by more than 100,000 active riders and 1,200 corporate accounts. We’re a profitable, fast-growing scale-up with $43M raised and over $100M in annual revenue. Having recently launched in New York City, we’re expanding rapidly across the US and EMEA. If you take pride in your craft and want to help shape the next chapter of our growth, we'd love to hear from you.
About the Role
As part of the Quality team in London, reporting directly to the Director of Customer Experience, you will be responsible for assessing the Quality of the services provided by the Chauffeurs in London, our largest market. A successful candidate will act as a Mystery Shopper, taking action where necessary to ensure that every journey is beyond expectations.
Responsibilities
- Assess chauffeurs against Wheely Standards through mystery shops
- Deliver constructive, on-the-spot coaching to chauffeurs, fostering a culture of continuous improvement
- Uphold Wheely’s high level of customer experience by ensuring every chauffeur interaction meets our standards
- Act decisively by following protocol in addressing issues with standards (e.g. blocking a chauffeur if they fail a QC)
- Using the QC tool, provide detailed, accurate documentation after each inspection
- Contribute insights to continually improve Wheely standards based on observed trends and feedback gathered during inspections
- Oversee operations at specific locations (example train station, events etc), including advising on ideal passenger experience, choosing in-app pins for pick up and drop off and managing on-site security where applicable
Requirements
- You are someone who takes personal pride in standards and believes luxury is delivered through consistency, discipline, and attention to detail.
- 2+ years in a customer-facing luxury environment (e.g., five-star hospitality, premium aviation, private aviation, luxury services or retail).
- Experience operating in environments where service quality is measured, audited, and non-negotiable.
- Proven ability to coach, influence, and challenge others while maintaining trust and credibility.
- Passion for luxury vehicles and a knowledge of their specifications is a plus
- Experience driving in London is a plus
- Flexibility, able to work at the office and conduct mystery shops all around the city area.
What we Offer
- Office-based role in West London, four days a week with flexible start and finish times, plus one remote day of your choice
- Competitive Salary
- Employee stock options plan
- Private medical and dental insurance
- Life and critical illness cover
- Best-in-class equipment
- Monthly credit towards Wheely journeys
- Cycle to Work scheme
- Professional development stipend
All of your personal information will be collected stored and processed in accordance with Wheely’s Candidate Privacy Notice.
Mystery Shopper in London employer: Wheely
Wheely is an exceptional employer that champions a culture of excellence and continuous improvement, making it an ideal place for those passionate about luxury service. With a flexible office-based role in West London, competitive salary, and comprehensive benefits including employee stock options and professional development stipends, Wheely not only invests in its employees but also fosters an environment where personal pride in standards is celebrated. Join us to be part of a fast-growing scale-up that values your contributions and offers unique opportunities for growth in the premium transportation sector.
StudySmarter Expert Advice🤫
We think this is how you could land Mystery Shopper in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Wheely. 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 Wheely 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 Shopper in London
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 Wheely:Your cover letter is your chance to shine! Tell us why you want to work at Wheely 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 Wheely!
How to prepare for a job interview at Wheely
✨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.
