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Mystery Shopper

External
wheely logoWheely · London, UK
Full-timeOn-siteToday
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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 on 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.

Benefits

Office-based role in West London, four days a week with flexible start and finish times, plus one remote day of your choiceCompetitive SalaryEmployee stock options planPrivate medical and dental insuranceLife and critical illness coverBest-in-class equipmentMonthly credit towards Wheely journeysCycle to Work schemeProfessional development stipendAll of your personal information will be collected stored and processed in accordance with Wheely's Candidate Privacy NoticeDental insuranceRemote work optionsFlexible scheduleEquity / stock options

Additional Information

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.

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