Customer Experience Leader

McDonald's United Kingdom; Dundonald; On-site; GBP 19,000 - 23,000; Full time

Benefits offered by this job

Skills for life

Employee Assistance Programme

Exclusive discounts

Premium pay for some overnight hours

Recognition and rewards

Free meals on your break

Career development

Job summary

McDonald’s is seeking a Customer Experience Leader to be at the heart of our restaurant’s hospitality, ensuring welcoming spaces and friendly service for every guest.

You will work shifts across weekdays and weekends, from early mornings to evenings, collaborating with the restaurant management team to continually improve the guest journey and uphold our high standards of cleanliness and service.

Qualifications

• Fostering a warm, welcoming guest experience.
• Strong hospitality and guest-first mindset.
• Clear, friendly communication with customers and colleagues.
• Ability to work as part of a team in a fast paced environment.
• Positive, proactive approach to resolving guest queries.
• Willingness to learn and follow McDonald’s training.

Responsibilities

• Create a warm and welcoming atmosphere and tailor hospitality to guest needs.
• Use guest feedback to identify opportunities and propose practical solutions with the team.
• Monitor customer areas, drive engagement, and troubleshoot issues to recover guest experiences.
• Inspire colleagues to elevate performance and maintain high service standards.
• Coordinate with management to organize events and promotions that engage visitors.
• Follow all training, safety, hygiene and operational procedures.

Skills

Customer service

Hospitality

Communication

Teamwork

Friendliness

Adaptability

Job description

Come join the McDonald’s Experience

Looking for a role where your positivity, hospitality, and teamwork make a real impact? At McDonald's, we're not just serving food, we're creating moments. As a Customer Experience Leader, you'll be at the heart of our restaurant’s customer experience, helping to deliver great hospitality, clean spaces, and friendly service.

This role requires availability to work shifts across various days and times. To meet the criteria for this role, you will be required to be available to work within Weekdays and Weekends, working shifts across Early Mornings, Afternoons & Evenings. Please only apply if you are able to meet these requirements.

What We Stand For

At McDonald’s, our employees are at the heart of everything we do. McDonald’s is built on five core values: Serve, Inclusion, Integrity, Community, and Family. These values guide how we work together, how we treat our customers, and how we support each other. We’re committed to creating a safe, respectful, and inclusive workplace where opportunity is open to all.

What does a day as a Customer Experience Leader look like?

Whether you’re maintaining cleanliness, welcoming a customer with a smile or supporting a query, you’ll always be looking for new ways to exceed expectations and delight customers. Never one to accept less than the best, you will work closely with the restaurant management team to seek improvements to our customer service experience.

Your responsibilities will include:

• Creating a warm and welcoming atmosphere, striving to go that extra mile while tailoring your hospitality to specific customer needs
• Using customer feedback to review areas of opportunity and provide solutions along with motivating the team to support enhancements to the customer journey
• Navigate and manage customer areas seeking engagement opportunities and actively troubleshooting issues, becoming an expert in customer recovery
• The ability to lift the mood of those around you and inspire others to look for ways to improve their own performance
• Arranging events and celebrating new menu promotions to engage visitors and build positive community connections and adding a personal touch
• Completing tasks in line with training and company guidelines
• Following all workplace safety, hygiene and operational procedures
• Working as a supportive respectful team member and contributing to a positive environment

This is a customer facing role that requires enthusiasm, reliability, and a clear commitment to creating a welcoming and inclusive environment.

We’re looking for individuals who are:

• Naturally friendly, welcoming, and helpful, with a genuine desire to make others feel valued
• Have strong communication & hospitality skills
• Effective communication skills with a genuine smile and ability to connect with customers naturally
• Able to thrive in a dynamic environment and consistently bring a positive, engaged approach to work
• Eager to learn and follow guidance
• Positive team-focused mindset and comfortable engaging with customers

No experience is necessary as full training will be given!

What’s in it for you?

We offer a rewards and benefits package designed to support you both at work and beyond, including:

• Skills for life - Learn transferrable skills that will help you grow, whether you’re full or part time.
• Employee Assistance Programme - Access counselling, mental health support, and helpful resources whenever you need them.
• Exclusive discounts - Save on shopping, travel, gym memberships, and more.
• Premium pay for some overnight hours - Extra reward for some of those late-night hours.
• Recognition and rewards - From Employee of the Month to long-service awards, we celebrate your contributions.
• Free meals on your break - Choose a meal from our restaurant menu while you recharge. (Can differ depending on location)
• Career development - Opportunities for career growth through, training, clear progression pathways and apprenticeships to help you build your future.
• And many other great benefits specific to your restaurant.

Additional role information: