Customer Experience Specialist

Who you are

You have at least 2 years of relevant experience in quality control, HR, learning and development, or as an operations supervisor, particularly within the luxury service industry. You are fluent in English and possess a thorough approach to investigating incidents, demonstrating a sense of urgency to resolve issues effectively. You excel in delivering constructive feedback to enhance performance and are committed to maintaining high standards of service. Your ability to monitor passenger feedback and prepare reports on trends showcases your analytical skills and attention to detail.

Desirable

Experience in a customer-facing role within a luxury service context is a plus. You are adept at building relationships with chauffeurs and other team members, fostering a collaborative environment that encourages continuous improvement. Your investigative skills allow you to produce unbiased reports with recommended outcomes, ensuring that all incidents are resolved in a timely manner.

What you'll do

In this role, you will monitor the quality of the fleet and take necessary actions to uphold Wheely's exceptionally high standards. You will conduct investigations into incidents, preparing unbiased reports that include recommended outcomes. Your responsibilities will also include assessing chauffeurs against The Wheely Standard through vehicle checks or online assessments, providing effective feedback to help them improve their performance. You will support the creation of a feedback loop between quality, customer service, training, and operations to continuously enhance service standards. Additionally, you will partner with peers in other regions to improve processes and ensure that passenger expectations are consistently exceeded.

What we offer

Wheely promotes an in-person culture while allowing flexible working hours and the option to work from home when necessary. You will be based in Syon Park, where you can enjoy free parking. The company values its employees and encourages a collaborative work environment, ensuring that team members feel supported and empowered to deliver exceptional service. You will have the opportunity to contribute to a platform that prioritizes user privacy while scaling a five-star service across multiple cities.