Mystery Shopper

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 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.

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