Performance in People - Mystery Shopping


Team Leader Profile: Lucy Weir

Tuesday 13th March 2018

Over the next couple of months, Performance in People (PiP) aims to give you an insight into the workplace as we introduce you to the different Team Leaders throughout the company.

Today we will be interviewing Lucy Weir who currently heads up PiP’s newest visual mystery shopping team. Lucy’s team consists of 1 Co-ordinator and 6 Quality Controllers. Lucy is responsible for overseeing the smooth operation of the team as they manage clients’ visual mystery shop programmes.

1. Tell me about your career history and how it’s helped you progress to becoming a Team Leader at PiP.

My first job was at Niton Post Office on the Isle of Wight when I was 12 years old. I helped out around the shop, in the post office and also with the daily paper round. When I was younger I always thought that I wanted to be a nurse and so I became a Carer. I soon realised that this was not for me and in 2014 I joined PiP as a Visual Quality Controller. After 1 year I progressed to becoming a Visual Co-ordinator; this gave me the necessary experience to be successful in attaining my current position as Visual Team Leader a year and a half later.

2. What do you enjoy most about your job at PiP?

The thing I enjoy most about my job is how close everyone is here at PiP. We all work hard together to get the job done and no day is ever the same. It has been great experience so far to manage the newest visual team at PiP and I’m excited to have new clients on-board with us in the future.

3. What do you think is the most important thing in providing an excellent customer experience?

Being a Visual Quality Controller meant I was able to observe people on the film and see their performance improve over a period of time which was really satisfying. Seeing a person demonstrate the different key behaviours as well as going through a clear sales process is key for me. This is what would make me want to return and would also contribute towards a good relationship with the store.

4. Tell me something interesting about you.

I was unsure what I wanted to do when I finished school so I decided to complete a degree in baking at the National Bakery School in London. I learnt all about baked goods, cake decoration, chemistry and business studies; I’m now classed as a professional baker!

Watch this space for further blog posts in relation to the career progression and insight into our other Team Leaders at Performance in People.

Mystery Shopping | Training | Audits | Customer Surveys

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