Customer Experience Specialist

Applied Intuition Inc.; Greater London; On-site; GBP 35,000 - GBP 45,000; Full time

Job summary

A premium ride-hailing service in Greater London is seeking a Customer Experience Specialist to uphold high service standards. The role involves monitoring feedback, investigating incidents, and providing effective coaching to chauffeurs. Candidates should have 2+ years of experience in the luxury service industry, excellent communication skills, and a passion for developing others. The position offers flexible working hours and a range of employee benefits, making it an exciting opportunity for those passionate about customer service and quality assurance.

Benefits

Competitive salary and equity package

Private Medical Insurance

Life and critical illness insurance

Monthly credit for Wheely journeys

Cycle to work scheme

Free parking at Syon Park

Qualifications

• 2+ years of experience in the Luxury Service Industry.
• Ability to investigate incidents and operate with urgency.
• Exceptional communication skills, both verbal and written.

Responsibilities

• Monitor passenger feedback to ensure exceptional service.
• Conduct investigations into incidents with unbiased reporting.
• Ensure timely resolution of all incidents adhering to SLA’s.
• Assess chauffeurs through vehicle checks and online assessments.
• Provide effective feedback to improve chauffeur performance.

Skills

Quality Control

Interpersonal skills

Feedback delivery

Attention to detail

Basic data skills

Tools

Intercom

Atlassian

Aircall

Job description

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.

About the role

The Customer Experience Specialist role is key to maintaining Wheelys exceptionally high standards.

A successful candidate will monitor the quality of the fleet and take action where necessary, providing feedback and coaching chauffeurs - helping them to achieve the Wheely Standard in the service levels they provide to passengers.

What you will be doing

• Monitor passenger feedback to ensure an exceptional level of service is consistently being provided, preparing reports on trends where required
• Conduct investigations into incidents, producing unbiased reporting of each situation with recommended outcomes
• Ensure a timely resolution of all incidents adhering to operational SLA’s
• Assess chauffeurs against The Wheely Standard through vehicle checks or online assessments
• Provide effective feedback to chauffeurs to improve performance.
• 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

• 2+ years of relevant (Quality Control, HR, L&D, operation supervisor etc) experience in the Luxury Service Industry
• Thorough when investigating an incident, operating with a sense of urgency to ensure problems are solved
• Delivers feedback with radical candour, not afraid to give difficult feedback
• Tenacious in maintaining standards with exceptional attention to detail
• Passion for developing others and bringing out the best in people
• Excellent interpersonal skills - delivering feedback with empathy is key.
• Exceptional communication skills, both verbal and written.
• Basic data skills, ability to create, maintain, enter, analyse and act upon data
• Experience using tools like Intercom, Atlassian, and Aircall is beneficial
• Passion for luxury vehicles and a knowledge of their specifications is a plus

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, stock options and an exceptional range of perks and benefits.

• Competitive salary and equity package
• 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.