About us.
Here at Mystery Shoppers Ltd (MSL), we are on a mission to improve customer experiences all over the UK. We help our clients to understand what they can do to create lots of happy customers by testing their services.
Now before you get too excited, we don’t just spend our time shopping all day! Here at Mystery Shoppers HQ, we work behind the scenes to arrange for members of the public who have signed up with us as mystery shoppers, to go to our client's locations (banks, shops etc.) at the right time, and once they’ve spent some time interacting with staff, they fill in their feedback questionnaire. We then read through it to make sure it’s of good quality before we submit it to the client and provide them with ways in which they can improve.
We work in all industries and have carried out all sorts of types of mystery shopping, from classic burger orders to lengthy mortgage applications. Anywhere a customer experience exists, whether in person, on the phone or online, you will find us providing feedback!
We are a medium-sized, family-run business and have been going for over 34 years! Our HQ is in Holsworthy, Devon.
Our company values are really important to us all, and you will see them in how we treat our clients, our shoppers and each other. They are as follows; Trust; Teamwork; Continuous Improvement; Innovation; Quality; Accountability; Ownership and Passion. Our teams are hugely important to us, and we will happily provide testimonials.
As part of the role, there may be occasional travel to meet clients and auditors in different locations across the UK. This could involve long days or overnight stays, but typically no more than a couple of times a month on average.
We’re currently looking for someone to join us as a Client Services Manager, to help us manage key clients in our Trains/Transport department.
The trains department focuses on train carriage and station mystery shops, as well as auditing the quality of customer facing assets (e.g. ticket machines, display screens, benches etc.).
The team don't carry out the mystery shops/ audits themselves, but they work with a team of auditors and mystery shoppers to get the workload completed each month.
As part of the role, there will be occasional travel to meet clients and auditors in different locations across the UK. This could involve long days or overnight stays.
The role involves:
> Client Management - Talking to the key client about their programmes, about how they can get the best out of their investment and how we might be able to help them further.
> Project Management – Looking at how we can make the programme deliver efficiently within the timescales and budgets available.
> Team Management – working with your team to meet the deadlines/quality standards. Coaching them and supporting their wellbeing and personal development.
Key skills required:
> Great communication skills.
> Strong people and project management skills.
> Strong organisational skills and an ability to manage your own workload within set time frames.
> Good attention to detail with a high level of accuracy and be able to demonstrate good levels of spelling and grammar.
> Strong IT skills including Word and Excel.
What we can offer (not contractual but offered):
> Internal and external training opportunities.
> Progression opportunities if desired.
> Regular paid for team events.
> Mental wellbeing support including counselling.
> Access to a life coach
> Gym membership to a local gym.
> Manager coaching
> Occasional Working from home
Need to knows:
> Office hours are 9-5 Monday to Friday (later/earlier starts/finishes are always considered).
> 28 days’ holiday including 8 bank holidays plus 5 days extra non-contractual paid leave (pro rata for part-time staff).
> Contractual sick pay included.
> 6-month settling in period.
> Subject to satisfactory DBS and ID/credit check
Pay: £28,684.50 per year
Benefits:
- Additional leave
- Casual dress
- Company events
- Free fitness classes
- Gym membership
- Profit sharing
- Sick pay
- Work from home
Work Location: In person
