Mystery Shopper (Luxury Services)

TL;DR

Mystery Shopper (Luxury Services): Assessing and ensuring the quality of chauffeur services in London with an accent on luxury standards and chauffeur coaching. Focus on conducting mystery shops, documenting quality audits, and optimizing the passenger experience at key locations.

Location: Hybrid (London, UK). Office-based in West London four days a week with one remote day.

Company

Premium transportation service blending cutting-edge technology with five-star chauffeuring across Europe, the US, and the Middle East.

What you will do

• Conduct mystery shops to assess chauffeurs against strict company standards.
• Provide on-the-spot coaching and feedback to chauffeurs to foster continuous improvement.
• Document detailed and accurate inspection results using internal QC tools.
• Take decisive action on quality failures, including blocking chauffeurs who fail QC.
• Contribute insights to evolve and improve service standards based on observed trends.
• Oversee operations at specific locations to optimize the passenger experience and pick-up/drop-off logistics.

Requirements

• 2+ years of experience in a luxury customer-facing environment (e.g., five-star hospitality, premium aviation, or luxury retail).
• Experience working in roles where service quality is measured, audited, and non-negotiable.
• Proven ability to coach, influence, and challenge others while maintaining trust.
• Flexibility to work from the West London office and conduct shops throughout the city.

Nice to have

• Passion for luxury vehicles and knowledge of their specifications.
• Experience driving in London.

Culture & Benefits

• Flexible start and finish times.
• Employee stock options plan.
• Private medical, dental, life, and critical illness insurance.
• Monthly credits towards hirify.global journeys.
• Professional development stipend and Cycle to Work scheme.