As a business we want to become truly customer centric, ensuring our customers are receiving the best experience across their journey with us from booking to boarding our coaches. We are looking for a detail-orientated and observant individual to join our team as a Mystery Shopper. This role will put you in the customers shoes, conducing journeys across Scotland and cross border incognito to evaluate the customer service, product quality and the environment on coach. This is a critical part of our strategy at Scottish Citylink, to ensure we are getting real time feedback on how our customers would be viewing our services to act quickly in ensuring the standards we strive for are the highest.
Location
Advisable to be located across main cities (as below) and/or able to travel:
Glasgow or Edinburgh (4 positions)
Inverness (1 position)
Main Responsibilities
Your main responsibility is reviewing the customer journey end-to-end, providing feedback centrally to identify trending areas that require focus to push our experience for our customers to the highest standard.
Your duties include purchasing products, interacting with employees, and reporting on your experiences.
* Conduct undercover evaluations of scheduled coach journeys.
* Conducting end-to-end scenarios to assess everything across the customer journey from purchasing to customer service.
* Assess key service areas including ticketing, cleanliness, punctuality, driver behaviour, comfort, on-board amenities, and safety procedures.
* Accurately complete detailed feedback forms and submit within deadlines.
* Take note of any areas, positive and negative, during the journey, ensuring the finer details are included.
* Maintain confidentiality and objectivity throughout the evaluation process.
* Provide suggestions or observations that can enhance the customer experience.
* Excellent verbal and written communication.
* Outstanding memorisation abilities.
* Ability to conduct duties discreetly and impartially.
* High level of discretion and professionalism, with the ability to remain
* Excellent observational skills.
* Strong attention to detail and accuracy.
* Willingness to travel to various locations across Scotland and Cross Border.
* Comfortable using mobile apps or online forms to submit reports.
Skills & Experience
* Ability to work autonomously
* High level of digital literacy.
* Experience with delivering tasks on-time
* Familiarity with market research and customer service standards is a plus.
* Basic understanding of public transportation or previous experience in customer service is a plus.
Salary: Real Living Wage (Hourly Basis) – 8- 10 hours per week with the option for overtime. This is a 3-month temporary contract with the potential for extension.
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