Job Description
SALARY: £27,352 per annum (OTE up to £30,000)
HOURS: Full time /40 hours per week with flexibility in working hours. Our usual working day is 09:00 - 17:30 however we love to offer flexibility in these hours and shoppers and clients hours of working may differ to these hours above. As such, and in order to best service them you can work flexibly between the hours of 9am and 9pm from time to time as necessitated by the needs of the business.
LOCATION: Our address is Runway East, Borough Market, SE19RS. The important stuff is that you’ll be working in central London right next to all the best bars, restaurant, and views that London’s Southbank has to offer.
TRAVEL TO WORK: Your nearest stations is London Bridge, which is directly opposite our office.
OUR ELEVATOR PITCH
Being a Fieldwork Manager is at the heart of our business. You’ll need to hold skills detailed below to manage the region at your fingertips. Your tasks will include recruiting the perfect Mystery Shoppers’ using the heaps of tools at your disposal to deliver high-quality insights to our clients. Once recruited you’ll work one-to-one with them to coach and build on their skills and generate a relationship that you’ll both reap wonderful rewards from! You’ll be tasked on things such as how many Platinum Shoppers (sounds exciting, huh?!) you have in your region as well as sourcing shoppers in hard-to-reach areas
It’s a fast-paced role that needs you to be innovative, resilient and a decision-maker. You’ll join a team that has the best of both worlds: a target driven and ever-changing environment with the perfect mix of darts throwing, table tennis, camaraderie, and Friday night beers.
You’ll work hand in hand with our Operations Manager each day to give you guidance and support where needed however, the world is your oyster. And in this role, you really do get the ability to show how you can Own It (one of our 7 Core Values!). Together you’ll put together a killer strategy plan including social media, email communications and scheduling drives (or sprints in the PM world).
Last, but by no means least, you’ll get to try your hand at leading training and coaching sessions with the team around you. We LOVE to learn from each other. Whether you’re best at being on the phone, communicating via email, being organised, or even leading training sessions, you’ll be able to lead the room and enhance everyone’s skill set around you, being the Team Player (another Core Value!), we like you to be.
THE NITTY GRITTY:
Responsibilities / Tasks (written by our very first Fiieldwork Manager themselves!)
- Allocate all mystery shops (which will include digital, physical, telephone and video) to Mystery Shoppers within agreed deadlines - we call this scheduled
- Be able to deliver excellent briefings to your Mystery Shoppers to ensure delivery of mystery shops in the way our client requires ensuring that they help generate quality reports and positively encourage the shopper’s ability and desire to work with Proinsight
- Ensuring all your mystery shops are submitted by your shoppers within agreed deadline
- Achieve 100% exported to the by the end of the month, or an agreed deadline.
- Investigate and resolve client hurdles and challenges using Speed and Quality
- Build strengths of shoppers through developing them into Platinum, Video, OEC’s
- Recruit shoppers in hard-to-reach areas.
o Utilise online recruitment boards, and others recruitment tools.
- Management and use of shared inboxes achieving companies’ response SLA%’s
- Lead training and coaching sessions within departmental meetings to offer support and guidance to those around you (other Project Managers, or Programme Coordinators)
- Hold review sessions to forecast, plan and execute to improve
o Evaluate
o Present on evaluations
- Perform successful scheduling drives/sprints at challenging points in the month to motivate those around you
- Devise plans and call drives to enhance shopper database
- Manage trial programmes, new and priority clients with the Business Development team.
- Support shortfalls and gaps in the business with recruitment needs
- Have confidence in your ability to lead team members and keep people engaged
- Develop ways and processes to improve efficiency through the Operations team
- Work with the Director of Operations on handling client challenges and appeals
- Occasionally complete mystery shops when required
- Occasionally validate and publish mystery shops
- Any other requirements reasonably asked of by the Operations Manager, Director of Operations or Managing Director
TO BE THE PERFECT CANDIDATE YOU’D SHARE THESE SKILLS AND CHARACTERISTICS -
- Have great time management and organisation skills
- Ability to forward think and forecast
- Problemsolving can be done in your sleep
- The ability to take responsibility and Own It
- Being proactive
- A great communicator (whilst understanding there are different audience types)
- An influential and motivating person
- Ability to exceed under pressure
- Technicallyadept (we don’t want you to build the next supercomputer, but if successful in this role you’ll be using a computer throughout your working day)
- Tenacious - sometimes the going gets tough, we get tougher!
- It’d be great if you have an analytic behaviour
- To work wonderfully in our team, we need you to be honest and open. Times get hard when you’re working with targets but we’re all in this together and share in the wins as well as the hard times.
REPORTING TO: Director of Operations