Mystery Shopper Coordinator

Serve First CX Limited; Milton Keynes; On-site; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Competitive salary

Hybrid work model

HQ in Milton Keynes

Job summary

Serve First CX Limited in Milton Keynes is seeking a proactive and highly organised Mystery Shopper Coordinator to oversee our database of mystery shoppers and ensure smooth delivery of programmes. Reporting to the Operations Manager, you will resolve shopper queries, allocate visits, monitor reports, and drive quality across the team.

You will lead our validators, coordinate with the finance team on payments, and collaborate with marketing for recruitment while continuously improving processes

Qualifications

• Experience managing a database of consumers, ideally in mystery shopping or customer feedback.
• Excellent written and verbal communication skills.
• Highly organised, deadline-driven and able to manage multiple tasks.

Responsibilities

• Manage and resolve shopper queries and enquiries.
• Ensure full allocation of mystery visits to shoppers and encourage completion of assignments.
• Monitor timely delivery of shopper reports and follow up on outstanding submissions.
• Build and maintain relationships with shoppers via phone, email and platform tools.
• Lead and manage validators to quality-check reports and address queries.
• Collaborate with finance to handle payment-related queries for shoppers or validators.
• Work with cross-functional teams to ensure programme success.
• Assist with shopper recruitment initiatives when required.

Skills

Database management

Shopmetrics knowledge

Communication skills

Organisational skills

Onsite collaboration

Tools

Shopmetrics

Job description

About the job Mystery Shopper Coordinator

About Serve First

Serve 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 than their competition.

Our AI-powered platform is trusted by some of the UK and Europe's leading enterprise brands.

Our Values

Our 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 Role

We're looking for a proactive and organised 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 or validators.
• Collaborate with cross-functional teams to ensure programme success
• Work with the marketing team to create a shopper recruitment programme when required
• Post on Social Media forums about job opportunities
• Continuously improve processes to drive efficiency and enhance the shopper experience

About You

We're 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. You will want to take ownership of the Mystery Shopping area, working alongside the rest of the Operations team.

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
• 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