At a Glance
- Tasks: Manage mystery shopper database and ensure seamless programme delivery.
- Company: Join a rapidly growing tech startup redefining customer experiences.
- Benefits: Competitive salary, hybrid working, and dedicated learning budget.
- Other info: Opportunities for career progression in a values-led culture.
- Why this job: Make a real impact in a fast-paced environment with visible recognition.
- Qualifications: Strong organisational skills and experience in customer feedback management.
The predicted salary is between 28800 - 43200 £ per year.
About Serve First
Serve First is redefining how businesses deliver exceptional customer experiences.
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
- 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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Mystery Shopper Coordinator in Milton Keynes employer: Serve First Limited
Serve First is an innovative tech startup that prioritises exceptional customer experiences and values-driven culture. With a competitive salary, hybrid working options, and a dedicated learning and development budget, employees are empowered to grow their careers while making a tangible impact in a rapidly scaling environment. Located in Milton Keynes, the company fosters a collaborative atmosphere where your contributions are recognised and celebrated.
StudySmarter Expert Advice🤫
We think this is how you could land Mystery Shopper Coordinator in Milton Keynes
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Serve First Limited. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Serve First Limited before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Mystery Shopper Coordinator in Milton Keynes
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Serve First Limited:Your cover letter is your chance to shine! Tell us why you want to work at Serve First Limited specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Serve First Limited!
How to prepare for a job interview at Serve First Limited
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
