Serve First CX Limited
Mystery Shopper Coordinator
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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 coordinator 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.
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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.
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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
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