Mystery Shopper Coordinator

Serve First CX Limited

  • Milton Keynes
  • Permanent
  • Full-time
  • 5 days ago
  • Apply easily
About Serve FirstServe First is redefining how businesses deliver exceptional customer experiences.We don't just collect feedback we turn it into actionable insights, ready-made plans and automated workflows that help frontline teams respond faster, smarter and more effectively that their competition.Our AI-powered platform is trusted by some of the UK and Europes leading enterprise brands.Following our recent £4.6m funding round we are now scaling fast across the UK, EU and US.Our ValuesOur culture drives our success, we live by these four key principles:
  • Customer First we place the customer at the heart of every decision
  • Integrity Always we act with honesty, transparency and accountability
  • Innovate & Simplify we challenge the status quo and seek smarter ways to work
  • One Team, Act Fast we collaborate seamlessly, move quickly and deliver results
The RoleWere looking for a proactive and organised Shopper Co-ordinator to oversee and manage our database of mystery shoppers to ensure a seamless delivery of our mystery shopping programmes.Reporting to the Operations Manager, this role is critical in ensuring programmes are completed in a timely, accurate and efficient manner and to the highest quality standards.Specifically, this role will:
  • Manage and resolve shopper queries, including visit-specific and general enquiries
  • Ensure full allocation of mystery visits to shoppers and proactively encourage shoppers to complete assignments
  • Monitor and ensure the timely delivery of shopper reports, following up on outstanding submissions
  • Build and maintain strong relationships with shoppers, communicating professionally via phone, email and platform tools
  • Lead and manage our team of validators, ensuring all shopper reports are quality checked and communicate with shoppers to resolve any queries arising.
  • Work with the finance team to manage any payment-related queries for shoppers.
  • Collaborate with cross-functional teams to ensure programme success
  • Continuously improve processes to drive efficiency and enhance the shopper experience
You will also have the opportunity to develop the role as you deem appropriate.About YouWere seeking someone who's highly organised, solutions driven and confident working in a fast paced environment. You'll be the point of contact for hundreds of shoppers, so clear communication and relationship building skills are key.Skills
  • Experience managing a database of consumers, ideally in a mystery shopping or customer feedback environment
  • Familiarity with Shopmetrics an advantage
  • Excellent written and verbal communication skills
  • Highly organised, deadline-driven and able to manage multiple tasks simultaneously
  • Proactive problem solver
  • Collaborative, commercially aware and eager to learn
  • Must be able to work onsite in Milton Keynes for a minimum of 3 days per week with full time onsite during the onboarding phase.
Why Join Serve First?
  • Rapidly growing, fully funded UK tech startup
  • Competitive salary
  • Hybrid working with HQ in Milton Keynes
  • Dedicated learning & development budget
  • Career progression opportunities
  • High-trust, values-led culture where your impact will be visible and recognised

Serve First CX Limited