Customer Experience Investigator & Escalations (Hybrid)

McDonald’s; City of Westminster; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A leading restaurant chain in the UK is seeking a Customer Services Advisor to enhance customer experience by resolving complex complaints. You will work closely with Franchisees and the Customer Services team to investigate issues and provide effective resolutions. The role includes handling escalated customer complaints, producing reports, and leading projects. This position offers a hybrid working model and various employee benefits, including competitive pay and mental health resources.

Benefits

28 days paid holiday plus bank holidays

Hybrid working model: 3 days in-office, 2 days remote

Wellbeing benefits including mental health support

Pension scheme and life assurance

Competitive pay and employee discounts

Qualifications

• Experience producing reports and analysing trends.
• Strong interpersonal skills with tact and diplomacy.
• Passion for delivering outstanding customer experiences.

Responsibilities

• Handle escalated customer complaints with tact and professionalism.
• Conduct detailed investigations with restaurants and support departments.
• Use initiative to decide on complaint resolutions.

Skills

Customer experience delivery

Interpersonal skills

Report production and trend analysis

Advanced computer literacy (Excel & PowerPoint)

Creative problem-solving

Resilience and adaptability

Job description

A leading restaurant chain in the UK is seeking a Customer Services Advisor to enhance customer experience by resolving complex complaints. You will work closely with Franchisees and the Customer Services team to investigate issues and provide effective resolutions. The role includes handling escalated customer complaints, producing reports, and leading projects. This position offers a hybrid working model and various employee benefits, including competitive pay and mental health resources.