Mystery Shopper Coordinator

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

Job summary

Serve First CX is seeking a proactive coordinator to oversee our mystery shopper database and ensure timely, accurate delivery of programmes. Reporting to the Operations Manager, you will manage shopper queries, allocate visits, and liaise with shoppers, validators and finance to keep workflows smooth.

The role requires strong organisation, clear communication, and the ability to work onsite in Milton Keynes for at least 3 days per week, with onboarding conducted onsite.

Qualifications

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

Responsibilities

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

Skills

Database management

Shopmetrics familiarity

Communication skills

Organisation

Problem solving

Collaboration

Onsite Milton Keynes

Job description

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

• 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
• 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