Grade: 1
Salary: £13,020 - £15,259
Status: Fixed Term Contract until 31 March 2014
Hours: 12 hours per month
CLOSING DATE: 3 June 2013
INTERVIEWS HELD: 20 June 2013
Job Title: / Mystery ShopperName:
Reports To: / Fieldwork Co-ordinator
Department/Location: / Strategy – Policy and Planning
Date: / May 2013
Job Purpose:
Conduct Mystery Shopper surveys relating to various aspects of public transport within South Yorkshire and surrounding areas (including its staffing and infrastructure) in order to support business, service and employee development and improvements.
Organisational Chart:
Context:
· Working within the Data Services team.
· Responsible for conducting a range of mystery shopper surveys on various aspects of public transport within South Yorkshire and surrounding areas including vehicles, staff and infrastructure in order to support business, service and employee development.
· Responsible for ensuring that scheduled duties are undertaken efficiently and effectively at all times.
General Responsibilities:
· SYPTE’s aim is to provide the best Public Transport system possible. The objective is the pursuit of excellence in meeting the needs of all potential passengers.
· SYPTE is fully committed to the active promotion of equal opportunities in its capacity as an employer. It is the individual responsibility of every member of staff to seek to ensure the practical application of this policy.
· Under the Health and Safety at Work Act, all employees are required both to take care of their own health and safety and that of other employees and to co-operate with their employers in complying with their statutory duties.
· SYPTE and its Managers are fully committed to the training and development of staff.
Responsibilities/Key Accountabilities:
1. Check all duties received for feasibility, ensuring that there are no scheduling problems and, where problems are identified, inform the Fieldwork Coordinator and Data Services Team before the commencement of the duty in order to maximise effectiveness in undertaking duties.
2. Undertake and report on Mystery shopper surveys to agreed standards in order to ensure that consistent and meaningful data is collected at all times.
3. Amend schedules where necessary in order to ensure that all assigned surveys are completed in an effective and timely manner.
4. Accurately report operational or other appropriate occurrences or events in order to assist development of the service standards of relevant parties.
5. Pay out all necessary costs in order to complete all duties assigned, recording any discrepancies in relation to all such transactions accurately.
6. Any other duties commensurate with the post as directed by the Fieldwork Coordinator.
Planning and Organisation:
· On a day to day basis schedules are determined by the Data Services Team
· Necessary preparation and administration is undertaken prior to the commencement of each duty and on the day of the survey and are responsible for ensuring the timepiece is accurate to the speaking clock.
· Required to return all work within specified deadlines by an agreed methodology.
· Expected to use knowledge and expertise to maximise effectiveness in undertaking duties and are responsible for managing your workload and equipment, making reasonable adjustments where circumstances dictate.
Decision Making and Use of Judgement:
· Day to day decisions are made and initiative is used in order to ensure that duties are carried out effectively with minimal disruption, particularly during periods outside of normal office hours.
· Further guidance is sought from the Data Services Team when required.
Essential Internal and External Relationships:
§ Work collaboratively with survey staff and team members within the Data Services Team.
§ Direct contact with the public and with professionals from all areas of the public transport industry.
§ Act with discretion in order to ensure confidentiality is maintained at all times where appropriate.
Knowledge, Skills, Behaviours and Experience Required:
· GCSE C or higher in Maths and English or equivalent - Essential
· Knowledge of the Geography of South Yorkshire and surrounding areas - Desirable
Skills:
· The ability to work unsupervised to achieve targets within defined periods – Essential
· A level of mobility sufficient to permit access to public transport and it’s infrastructure and movement between locations in order to undertake the variety of surveys – Essential
· Good verbal and written communication skills (including legible handwriting) – Essential
· Computer Literacy and the ability to work with technology -Desirable
· Confidentiality and discretion at all times – Essential
· Customer focused - Essential
· Self motivated and organised – Essential
· Ability to interpret site plans, maps and timetables – Essential
· Attention to detail - Essential
Behavioural Competencies:
All requirements are essential unless stated and will be assessed at interview
Living our Values:
· Customer & Stakeholder Driven – Works to add value for the customer/stakeholder
· Team Working – Values others perspectives
· Integrity & Respect – Models and promotes organisational values
· Achieving & Challenging – Committed to doing a good job
Delivering With & Through Others:
· Influencing & Persuasion – Seeks to persuade
· Flexible & Adaptable – Applies procedures flexibly
Delivering Our Objectives
· Embracing Change – Identifies actions to deliver change
Research with External Focus – Asks questions
Experience:
· Experience of carrying out Mystery Shopper surveys/audits – Desirable
Post Holder: / Line Manager:
Agreed by: / Agreed by:
Date: / Date:
ACCEPTED AND REGISTERED IN HUMAN RESOURCES:
Agreed by:
Date:
SOUTH YORKSHIRE PASSENGER TRANSPORT EXECUTIVE
EMPLOYEE SPECIFICATION
POST TITLE: Mystery Shopper
DEPARTMENT: Strategy – Policy & Planning
/ Essential / Desirable / How Identified /Knowledge: / GCSE C or higher in Maths and English or equivalent / Application Form
Knowledge of the Geography of South Yorkshire and surrounding areas / Application Form
Experience: / Experience of carrying out Mystery Shopper surveys/audits / Application Form
Skills: / The ability to work unsupervised to achieve targets within defined periods / Interview
Computer Literacy and the ability to work with technology / Application Form
A level of mobility sufficient to permit access to public transport and it’s infrastructure and movement between locations in order to undertake the variety of surveys / Interview
Good verbal and written communication skills (including legible handwriting) / Interview
Confidentiality and discretion at all times / Interview
Customer focussed / Application Form & Interview
Self motivated and organised / Application Form
Ability to interpret site plans, maps and timetables / Interview
Attention to detail / Application Form
Behaviours: / All behavioural competencies will be assessed at interview
*Knowledge/Skills/Experience are aligned to the organisations Competency Framework