Mystery Shopping Associate

Location: Flexible on location in the UK ideally Midlands/North of England based

Contract: Permanent

Salary: Competitive

Domestic & General partners with several major retailers across the UK to offer protection plans that customers value and use every day.

This role will provide vital oversight into how these offers take place and enable the business to identify areas of improvement or compliance breaches. This role helps demonstrate that customers are receiving positive outcomes and enables Domestic & General to continue to grow and enhance our reputation.

What you’ll be doing:

• Develop a detailed understanding of Domestic & General's products, services, customer journeys, and customer outcome expectations. 

• Develop knowledge of the compliance and regulatory requirements associated with offering Domestic & General products. 

• Analyse customer interactions and sales journeys to identify examples of good practice and potential areas of concern. 

• Deliver mystery shopping activities across retail and partner channels by acting convincingly as a genuine customer. 

• Ensure mystery shop findings are accurately recorded and scored in line with agreed quality standards and reporting requirements. 

• Support new product, process, and client launches by helping to validate that learning and improvement activities have been successfully embedded. 

• Analyse competitor products, customer journeys, and market activity to identify opportunities for improvement. 

• Manage personal workloads and deadlines to ensure activities are completed accurately and on time and ensure all work is completed in line with company policies, procedures, and regulatory requirements. 

• Lead personal development by actively participating in training, coaching, and learning opportunities

What you’ll bring:

• Strong attention to detail and ability to assess information accurately.

• Good analytical and problem-solving skills with the ability to identify trends and areas for improvement.

• Excellent written and verbal communication skills.

• Strong organisational skills with the ability to manage multiple priorities and meet deadlines.

• Customer-focused mindset with an interest in understanding customer experiences and outcomes.

• Comfortable using Microsoft Office and learning new systems and processes.

• Previous experience in a customer service, administration, retail, sales, or similar customer-facing environment is desirable.

• An interest in quality assurance, compliance, or customer insight would be advantageous.

We offer lots of great benefits! Some of which include: 

• Competitive salary and annual discretionary bonus

• 25 days annual leave plus bank/public holidays, as well as an annual option to buy up to 5 additional days of annual leave

• Training opportunities as well as clearly defined career progression

• Health cash plan – employer funded cover to enable you to claim money back on essential healthcare costs, including dental, optical, physiotherapy and many more.  Cover also includes unlimited access to a 24/7 virtual GP service

• Attractive company pension scheme

• Life assurance – employer funded cover of 4x basic salary

• Dedicated online benefit portal offering access to saving and lending facilities, financial wellbeing and support services:

• Salary Finance – access to savings and borrowing through payroll

• Car Leasing – access to a carbon neutral salary sacrifice car leasing scheme, with an all-inclusive monthly cost covering all charge, taxes, insurance, repairs and maintenance on a range of brand-new vehicles

• Travel Loans – interest free loans to help spread the cost of annual travel tickets

• Cycle to Work – tax efficient bike and cycling equipment worth up to £1,000

• Health & Wellbeing – discounted gym membership, online virtual workout sessions, online culinary classes

• OnHand – Giving you the opportunity to be an Eco & Social volunteer via a handy app. Volunteer individually or in groups to get involved in Youth Mentoring, Food Poverty, Homelessness & Elderly help.

• Employee Assistance Programme – specialist advice and support on issues such as finance, relationships, illness and family issues

• Free Domestic & General protection plan – one free plan each year with access to discounted rates of up to 50% on additional plans, including referrals for family and friends

• Employee discounts – with a range of discounts for 100s of online and high street retailers

Domestic & General are an equal opportunities employer which means we treat people fairly. We welcome applications from all suitably skilled persons regardless of their gender, age, race, disability, ethnic background, religion/belief, sexual orientation, gender reassignment or marital/family status.

Please note that we have a thorough referencing process, which includes criminal record checks.

At Domestic & General, we are proud of our 100-year legacy and excited about our future growth plans. We are expanding our horizons, entering new markets and territories internationally and we need your expertise to help us on the journey.