Customer Service & Validation Coordinator

1/30/2026

The Customer Service & Validation Coordinator is responsible for ensuring timely job fulfillment and validating mystery shopping reports for quality outcomes. This role involves managing workforce planning and providing feedback to mystery shoppers.

Working Hours

30 hours/week

Company Size

1,001-5,000 employees

Language

English

Visa Sponsorship

About The Company

Creative Activation works with leading retailers. With proven results in accelerating sales & customer engagement, we specialise in merchandising & sales teams, brand ambassadors, mystery shopping, retail auditing, voice of customer solutions and B2B sales. From strategic design and activating field solutions through to customer experience, we generate the frontline impact needed to accelerate retail growth. We’ve been around since 1984 and from the start it was always about achieving outstanding retail results. It’s our way of working, passion and relentless dedication to accelerating retail excellence that has our clients and employees wanting to stay with us year after year. If you are looking for a retail partner who can accelerate retail excellence for your brand, or you want to join a high energy results driven team, then get in touch today. Want to see more? https://www.youtube.com/watch?v=kUkhCV4U09I Email: enquiries@creativeactivation.com.au

About the Role

Company Description

CGL – Retail Services is the retail marketing division of the Clemenger Group. With our two market-leading brands, Creative Activation and Clemenger Field Marketing, we offer unparalleled Sales growth for our clients via merchandising, sales teams, brand promoters, store trainers, mystery shopping and auditing.

Clemenger Group is an endorsed Work180 employer of choice, recognised for our commitment to helping women thrive by raising workplace standards.

Job Description

We are searching for a confident and detail-focused Customer Service & Validation Coordinator to join our Customer Experience (CX) team

Working in a fast-paced and KPI-driven environment, this role is critical to the successful delivery of our Mystery Shopping and Auditing programs. You will be responsible for both job fulfilment and validation of mystery shopping reports to ensure high-quality outcomes for our clients.

You will be joining a close-knit team that supports each other and works collaboratively in a high-energy environment.

The role is offering 20-30 hours per week across a seven day roster

Roles and Responsibilities

Ensure all Mystery Shopping and Auditing jobs are filled on time to meet client deadlines
Validate mystery shopping and audit reports for accuracy, consistency and quality
Manage daily workforce planning across job filling and validation targets
Provide clear, constructive feedback and coaching to mystery shoppers to improve report quality
Respond to shopper and validation enquiries in a timely and professional manner
Work closely with Client Service Managers to support program delivery and client expectations
Take a solution-focused approach to problem solving using a WIN/WIN mindset
Assist in minimising resubmits, revisits and operational costs while maintaining service quality

Essential Criteria

Ability to work under pressure with tight deadlines
High attention to detail and strong quality control mindset
Confident, proactive and solutions-focused attitude
Strong written and verbal communication skills
Ability to manage competing priorities and adapt to changing workloads
Basic to intermediate Excel skills
Previous experience in customer service, operations, validation, retail, call centre or administrative roles preferred

What's Next?

If you feel you have the right attitude and skills to succeed, apply today!

Please note only shortlisted candidates will be contacted.

Key Skills

Customer ServiceValidationAttention To DetailCommunication SkillsProblem SolvingExcel SkillsQuality ControlTime Management