Customer Services Advisor

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

At McDonalds UK & Ireland, we serve over 4 million customers every day, and delivering exceptional customer experiences is central to maintaining trust in our brand. We’re looking for a Customer Services Advisor to join our Customer Services team and play a key role in resolving some of our most complex and sensitive customer complaints. Reporting to the Senior Customer Services Advisor, you’ll work closely with Franchisees, Operations leaders, and Senior Management to investigate issues, provide resolutions, and ensure our customers feel valued. This is a high‑impact role with visibility across departments, offering the opportunity to shape how we respond to customer needs in one of the UK’s most successful restaurant businesses.

Responsibilities

• Handle escalated customer complaints with tact and professionalism.
• Conduct detailed investigations with restaurants and support departments.
• Use initiative to decide on complaint resolutions (e.g vouchers, goodwill gestures).
• 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 (e.g., intranet updates, new process rollouts).
• Support restaurants through meetings, presentations, and reports.
• Upskill and support our outsourced Customer Services team.
• Assist the wider Customer Services team with administrative duties.

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.

Benefits

• Full‑time office employees receive 28 days paid holiday annually, plus bank holidays.
• Hybrid working model: 3 days in the office, 2 days remote.
• Wellbeing benefits, including access to mental health support and wellness resources.
• Pension scheme and life assurance cover.
• Competitive pay and employee discounts.