Mystery Shopping Programs Lead

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

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.