Join the Proinsight Team!

SALARY: up to £30K (dependent on experience) – OTE up to 35K

HOURS: Full time /40 hours per week with flexibility in working hours. Our usual working day is 09:00 – 17:30 however when the going gets tough, we get pizza and beers in and we strive for success

LOCATION: Our address is ReactCX, Bank House, 15 Gosditch St, Cirencester, Gloucestershire, GL7 2AG set in the beautiful Cotswolds in the historic town of Cirencester with its bustling coffee shops and restaurants on your doorstep. We also have a London Bridge based office that we’d love to invite you to regularly for team bonding and coaching.

TRAVEL TO WORK: The office benefits from free parking and is close to the M5/M4 and easily commutable from all the nearby towns.

THE LITTLE EXTRAS OUR TEAM LOVE:

– Commission scheme

– 22 days of holidays + your birthday and all the Bank Holidays off

– Additional day for each year worked up to 5 years’ service

– A truly Flexible Working Culture

– A collaborative, creative and inspiring working environment

– Employer pension contributions up to 3%

– Mental Wellbeing Support through 1-2-1 coaching sessions

– Free Mental Health First Aid at Work Course (MHFA)

– Access to a laptop & all the tech kit you require

– Experience in a small business where you can really make a difference

– Regular team exercise classes and team get-togethers

– Monthly coaching sessions

– Opportunities to connect with 100’s of brands around the UK and Europe (like David Lloyd, Lidl, Victoria’s Secret, Hollywood Bowl, The British Army and Optical Express)

OUR ELEVATOR PITCH

The Operations Department is the machine behind the magic. We pride ourselves on delivering exceptional insights to our clients with speed, quality, flexibility and of course, a little sprinkle of fun. Our Operations Manager is the driving force behind the success of our client programmes. You’ll need to bring fire to the business and a burning desire to achieve. But not just as a one-man (or woman, or non-binary) band, but as a leader – someone who guides encourages, and drives success whilst being that go-to person for colleagues in the team.

You’ll need to support the Programme Coordinator team in recruiting the perfect Mystery Shoppers’ to complete the quota of shops we have a month in and out. You’ll be showing the Programme Coordinators exactly how to ‘own it’ by working with their shoppers to train them, coach them and build their Mystery Shopper volume month after month.

As Operations Manager you’ll be expecting to hold snappy and powerful 121 sessions with each of the PC team on daily basis and a deep-level dive into their quality weekly/bi-weekly or monthly as you see fit. You’ll need to be a firefighter in combating the plethora of hurdles that mystery shopping presents each day. We ask that you’re creative in offering solutions on how to improve the shopper and colleague journey, whether that be through social media engagement, colleague morale, administration logistics or whatever else you have up your sleeve!

It’s a fast-paced role that needs you to be innovative, resilient, a decision-maker and quite frankly a bloomin’ awesome leader that isn’t afraid of rolling their sleeves up and getting stuck in.

This role is new to the team at Proinsight in Cirencester, we’re looking for someone to come in and make their mark. We’re sure you’ve gone straight to Google and realised the Proinsight don’t have a Cirencester office, we do now! Proinsight have recently acquired ReactCX, a leading UK based mystery shopping company and are looking to develop the team and people in Cirencester. We’d love to work with you in this new chapter!

THE NITTY-GRITTY:

• Ensure that 100% of mystery shops are completed and with the client by the agreed target day.
• Lead, encourage and train Programme Coordinators to deliver on their personal targets.
• Hold regular team training sessions to help develop the Proinsight team ensure that Proinsight is the mystery shopping company of choice for the shoppers.
• Utilise tools available to you within commercial budgets to advertise to and recruit new Mystery Shoppers
• Successfully allocate all mystery shops (which will include digital, physical, telephone and video) within your own personal target
• Build and maintain an outstandingly loyal shopper community through the use of social media, online sessions, emails and events.
• Work alongside the Client Services team to ensure the smoothest possible running of client programmes (ensuring briefs, profiles and shop administration is as efficient as it can be)
• To work with the Director of Operations to improve efficiencies within the delivery of client programmes by bringing forwards innovative ways of producing high profits whilst maintaining great quality, speed, and team job satisfaction.
• Work alongside the Director of Operations to recognise the need to change or expand the Programme Coordinator team and recruit and train new team members.
• Continually assess our user platforms (website, registration process, shop, portal, academy) to ensure the shopper experience is as good as it can be, and the Operations Team have tools in place to support their workflow.
• To lead monthly (or more regularly where necessary) 121 coaching sessions with each Programme Coordinator to analyse performance by rewarding success, challenging poor performance and suggest tools and tips to improve.
• Occasionally communicate with clients directly on their programmes and any queries they may have around mystery shop delivery
• Management and use of shared inboxes achieving companies’ response SLA%’s
• Learn how to and sometimes record resolve and file client appeals.
• Occasionally complete or validate mystery shops when required to uphold the company policy as detailed in the company handbook
• Any other requirements reasonably asked of by your Head of Operations or Managing Director

REPORTING TO: Director of Operations

OUR CORE VALUES –

At the bottom of this page – https://www.proinsight.org/the-proinsight-story/

These values were created in our first year of business by the core team of colleagues at the time and we’ve lived and breathed these since that day. It’s so important to us and should be to you too, that these Core Values underpin everything we do each day. Do you share these values with us?