Mystery Shopper Ops Coordinator - Hybrid, Growth & Impact

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

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