Customer Experience Advisor – Hybrid, Resolution & Insights

McDonald's Corporation; Greater London; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

A leading fast-food company in Greater London is seeking a Customer Services Advisor to join the team. In this hybrid role, you will handle escalated customer complaints, work closely with various departments, and provide resolutions to ensure customer satisfaction. The ideal candidate will possess strong interpersonal skills, a passion for customer service, and advanced knowledge of Excel and PowerPoint. This position offers a high-impact opportunity within a well-known brand, focusing on delivering outstanding customer experiences.

Benefits

Inclusive culture

Diversity and representation

Skill development opportunities

Qualifications

• Passion for delivering outstanding customer experiences.
• Strong interpersonal skills with tact and diplomacy.
• Experience producing reports and analysing trends.
• Advanced computer literacy (Excel & PowerPoint).
• Ability to thrive in a fast-paced, changing environment.
• Creative problem-solving and 'outside the box' thinking.
• Resilience and adaptability during challenging circumstances.
• Energy, passion, and the ability to inspire others.
• A curious mindset, confidence, and logical problem-solving skills.

Responsibilities

• Handle escalated customer complaints with tact and professionalism.
• Conduct detailed investigations with restaurants and support departments.
• Use initiative to decide on complaint resolutions.
• Craft personalised responses to customer enquiries using specialist knowledge.
• Produce reports highlighting trends and hot topics for senior stakeholders.
• Provide customer-focused feedback on marketing and food promotions.
• Lead small departmental projects.
• Support restaurants through meetings, presentations, and reports.
• Upskill and support our outsourced Customer Services team.
• Assist the wider Customer Services team with administrative duties.

Skills

Customer service expertise

Interpersonal skills

Report production

Analytical skills

Problem-solving

Energy and passion

Tools

Excel

PowerPoint

Job description

A leading fast-food company in Greater London is seeking a Customer Services Advisor to join the team. In this hybrid role, you will handle escalated customer complaints, work closely with various departments, and provide resolutions to ensure customer satisfaction. The ideal candidate will possess strong interpersonal skills, a passion for customer service, and advanced knowledge of Excel and PowerPoint. This position offers a high-impact opportunity within a well-known brand, focusing on delivering outstanding customer experiences.