Customer Experience Leader

McDonald's; Wales; On-site; GBP 12,000 - 15,000; 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

Job summary

McDonald’s in the United Kingdom (Wales) is looking for a Customer Experience Leader to enhance hospitality and customer journeys. You will work across shifts, weekdays and weekends, delivering friendly service and maintaining a clean, welcoming restaurant environment.

No experience is required as full training will be provided, with opportunities to learn and progress. This role focuses on delivering great hospitality and supporting a positive team culture.

Qualifications

• No previous experience required; full training will be provided.
• Friendly, welcoming and helpful demeanor with a genuine desire to make others feel valued.
• Strong communication and hospitality skills.
• Ability to thrive in a dynamic environment and maintain a positive, engaged approach to work.
• Willingness to learn and follow guidance.

Responsibilities

• Create a warm, welcoming atmosphere and tailor hospitality to customer needs.
• Use customer feedback to identify opportunities and provide solutions with the team.
• Engage customers and manage areas to drive positive experiences and recovery when issues arise.
• Help lift the mood and inspire others to improve performance.
• Assist with events and promotions to engage visitors and build community connections.
• Follow training and company guidelines to complete tasks.
• Adhere to safety, hygiene and operational procedures.
• Be a supportive, respectful team member contributing to a positive environment.

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 Afternoons. 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: This role will be specifically front of house taking the customer through their journey within the restaurant