At Wheely, we're a luxury brand on the outside, but a technology company on the inside, building the world's first Luxury-as-a-Service. We believe that time is the ultimate luxury and that modern engineering and design, combined with the industry’s highest standards of service, can unlock an unparalleled experience for our customers. From on-demand chauffeuring, concierge service, to our best-in-class app, we exist to help our clients reclaim their time by connecting them to the places and people that matter.
More than 40% of our team works in product & engineering, and both Wheely founders are technical. We are also unapologetically design centric. It’s not about A/B testing one hundred shades of blue, but crafting the perfect shade. We also take a privacy-first approach and believe that where people travel, and who they travel with, is at their discretion.
We have refused government requests to hand over journey data, and are currently developing bespoke technology to put our clients’ movements beyond even our own reach.
Backed by leading global investors, Wheely is poised for the next phase of our journey. Over the next 5-10 years, we plan to offer a full portfolio of luxury services and expand into more international cities, building on our success in London, Paris, and Dubai.
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.
They will also be responsible for the quality of customer service, by assessing that the customer service provided by Wheely on all fronts is exceptional, by auditing calls & chats against our rigorous standards.
Please note that this is a 6-month-long contract with the possibility of extension.
What you will be doing
- Assess chauffeurs against The Wheely Standard through mystery shopping journeys followed by effectively delivered feedback to improve performance.
- Monitor customer service communication to ensure an exceptional level of customer service.
- 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:
- C1 level English
- C2 level French
- 2+ years of experience in Luxury Service Industry, customer-facing environment, preferably luxury hospitality
- Passion for exceptionally high standards and exceptional attention to detail
- Methodical approach to building quality improvement, ability to create, maintain, enter, analyse and act upon data
- 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
Nice to have:
- Experience as a chauffeur
- Experience as a mystery shopper
What we Offer
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.
- Highly competitive compensation package
- Monthly credit for journeys with Wheely (Outside of mystery shopping)
- Private health insurance
- Life and critical illness insurance
- Allowance for learning and development
- Daily lunch allowance
- Top notch equipment
Wheely is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
All of your personal information will be collected stored and processed in accordance with Wheely’s Candidate Privacy Notice
