Customer Services Advisor

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

Company Description

McDonald’s has run its business in the UK since 1974 and currently operates over 1500 restaurants across the UK and Ireland, serving almost four million customers each day. McDonald’s is one of the UK’s largest private sector employers, employing over 170,000 people.

Hybrid Working

This role is based in our East Finchley office working 3 days in the office and 2 days remotely.

Job Description

At McDonald’s 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&I’s most successful restaurant businesses.

What You’ll Be Doing:

• 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.

What You’ll Need:

• 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.

Additional Information

Our Global vision is to build a better McDonald’s and in the UK and Ireland we are working hard to be the UK & Irelands best‑loved restaurant company.

McDonald’s is defined by its culture. Our culture shapes and informs everything we think and everything we do. Our culture influences the way we interact with each other, and how we interact with customers, franchisees and suppliers. Our culture motivates and inspires us to attract and retain great talent, creating positive, energising, exceptional working environment for us all.

Our values drive our culture and shape our beliefs, our priorities and our actions. They influence the decisions we make, how we treat one another and how we show up as a brand to the world.

Serve: We put our customers and our people first
Inclusion: We open our doors to everyone
Integrity: We do the right thing
Community: We are good neighbours
Family: We get better together

At McDonald’s we are People from all Walks of Life...

People are at the heart of everything we do,and they make the McDonald’s experience. We embrace diversity and are committed to creating an inclusive culture that means people can be their best authentic self in our restaurants and offices, which helps us to better serve our customers. We have a strong heritage of diversity and representation within our communities, which we are proud of. The diversity of our people, customers, Franchisees and suppliers gives us strength.

We do not tolerate inequality, injustice or discrimination of any kind.

We also recognise our responsibility as a large employer to continue being active in our communities, helping to develop skills and drive aspirations that will help people to be more aware of the world of work and more successful within it, whether with McDonald’s or elsewhere.