Operations Associate @ Wheely

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 Operations Associate, Chauffeur Quality Assurance role is key to maintaining our 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.

Please note that this is a 6-month long contract with the possibility of extension.

Once Here You Will

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.

Our Ideal Candidate

Fluent English
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 and an exceptional range of perks and benefits.

Competitive salary
Medical insurance, including dental services
Life and critical illness insurance
Monthly credit for Wheely journeys
Lunch allowance
Professional development subsidies
Best-in-class equipment
Free parking at Syon Park (as it is an office-based role located in Brentford (Syon Park))
Wheely has an in-person culture but allows flexible working hours and work from home when needed.

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

Once Here You Will

Our Ideal Candidate

What we Offer

6 month growth

1 year growth

2 year growth