Performance in People - Mystery Shopping


A day in the life of a Visual Programme Co-ordinator at PiP HQ

Wednesday 12th June 2019

Hi! I’m Joely Harris and I’m a Programme Co-ordinator. In this blog post I’d like to provide you with an insight into my role at Performance in People HQ.

Life as a Programme Co-ordinator is certainly unique. My workload fluctuates constantly, meaning no day, week or month is the same; whether this be setting up a new mystery shop programme, quality controlling visual mystery shops, taking part in conference calls or attending client meetings on and offsite. Some days I may even be required to work until 8pm alongside my team to ensure all my programme deadlines are met.

I usually start my working day with a bowl of cereal at my desk and review my ‘to do’ list – after all, organisation is key within this role as you never know what the day will bring!

There are some set tasks that need to be completed daily to ensure the smooth running of each client programme. I always ensure I complete these first; these tasks include checking visit stock levels, reviewing our SLA’s (Standard Level Agreement) and checking the mystery shop visit issues board for any resolved items. I then open up my emails and prioritise them so I can quickly action any urgent requests.

My main responsibility is for overseeing the end-to-end delivery and smooth operation of a set group of clients’ video mystery shop programme. This involves setting up activity on PiP’s internal management system, writing mystery shopper briefs which instruct assessors on how each visit needs to be conducted and create client questionnaires based on the criteria they would like to measure. On some occasions I will be required to provide mystery shoppers with constructive feedback, chase outstanding visits and check completed work for grammar, inconsistencies and discrepancies.

Co-ordinators are the main point of contact for all mystery shopping programmes so communication plays a massive part in my role. I’m connected to our main telephone line and therefore responsible for answering incoming calls from our customers, mystery shoppers and any other contacts that require my support. On some occasions I may get a call or an email detailing an urgent request and it’s up to me as Programme Co-ordinator to be on hand to help resolve any issues in a timely manner.

And the role doesn’t stop there!…

As a Programme Co-ordinator I am also expected to attend client meetings. I regularly attend face to face meetings with my clients (which usually means a chance to have a nice day out of the office!). PiP like to maintain strong working relationships with our clients and encourage face to face meetings where possible to discuss the mystery shop programme, provide any feedback from both parties and have a chance to review recent video mystery shop results. We also encourage our clients to visit PiP HQ on the Isle of Wight; here they are given the opportunity to meet all staff, see for themselves how the business works operationally and if the opportunity allows, have a tasty lunch along the seafront!

Mystery Shopping | Training | Audits | Customer Surveys

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