WCBC MYSTERY SHOPPER PERSON SPECIFICATION
Here are the skills and abilities that are required for someone to be considered for
the role of Mystery Shopper for Wrexham Housing:
Training & the Mystery Shopping exercises
 Able and willing to take part in a one-day training course, to be held on a
weekday, in Wrexham.
 Have the capacity to carry out at least five mystery shopping exercises using
one or more the following methods: over the telephone, by email, by letter and
in person, at our head office in Ruthin Road or one or more of Housing’s six
estate offices, over a period of 4 – 6 weeks.
Personal qualities, skills & abilities required
 Be able to read, write or type, and use the telephone.
 Have the confidence and ability to observe experience and evaluate the
customer service of Wrexham Housing Department.
 Be able to maintain confidentiality at all times.
 Be able to communicate well with other people, both on the telephone and in
person.
 If carrying out office mystery shops, you should be capable of visiting one or
more of Housing’s estate offices (located in Broughton, Rhos, Wrexham,
Gwersyllt, Caia Park or Plas Madoc) during office hours. We will reimburse
travelling expenses.
 Be able to read and follow the questionnaire and fill it in clearly.
 Have the ability to accurately complete a questionnaire (this should take about
20 minutes) after completing a mystery shopping exercise.
A tenant inspector must:
 Be a current tenant or leaseholder of WCBC
 Be a resident including those that have exercised their Right to Buy their
leasehold (flats)
 Or be a spouse/partner or child over 18 years of a current tenant or
leaseholder of the Council
 Have basic skills and knowledge of the role required of them or are prepared to
obtain such skills and knowledge with support from their landlord
Who cannot be a Tenant Inspector?
 If you are a current employee or has a relative who is an employee of WCBC
 Have a current court order for a breach of tenancy or any member of the
household of the tenant has a current court order against them
 Are a resident including those that have exercised their Right to Buy their
freehold (houses).