Team Member - Guest Experience Lead

Area 23 - Jamie Hale; Thornhill; On-site; GBP 60,000 - 80,000; Full time

Job summary

A popular fast-food chain in Thornhill, Scotland, is seeking an Experience Lead to enhance guest interactions. The role requires exceptional communication skills and the ability to assist customers with digital orders. Responsibilities include greeting guests warmly, answering menu questions, monitoring wait times, and solving complaints effectively. Opportunities for career growth are available within a supportive team environment that values individuality. Competitive pay and benefits, including free food and staff discounts, are offered.

Benefits

Pay rate up to £12.21

Free food and drink on shift

25% staff discount

Qualifications

• You must be friendly, clear, and confident in your communication.
• Ability to handle complaints calmly and efficiently.
• Familiarity with digital ordering systems is required.

Responsibilities

• Greet every guest warmly and positively.
• Answer menu questions clearly and confidently.
• Assist guests in using kiosks and apps for ordering.
• Monitor crowds to minimize wait times.
• Address complaints and involve management if necessary.

Skills

Communication

Problem-solving

Tech savvy

Job description

GUEST

EXPERIENCE LEAD

WELCOME TO KFC. HOME OF THE REAL ONES.

We sell the world’s best chicken. We’ve done it for a long old time — since 1939, when the idea of finger lickin’ good chicken popped into our Colonel’s head. Now, we proudly serve 1000+ communities across the UK and Ireland, bringing the grit, pride and iconic reputation that started in Kentucky all those years ago.

People who are original. Individual. Fresh. We come to work to be ourselves, and to make something of ourselves. We bring the graft and the laughs every day — building our own community, as we serve our original recipe chicken to the ones, we’re in.

In our place, ambition grows. Careers build. Potential goes further. Our doors are open, and they can take you anywhere.

We only ask one thing. That you be you. Because that makes us, us.

Sounds good? Great. Here’s more about the job.

ABOUT THE ROLE

You’ll be the friendly face that makes guests feel instantly welcome—answering questions, keeping things running smoothly, and helping folks with digital orders so nothing slows them down. You’ll also spot and solve problems on the fly, support the team, and help raise the bar for great service every day.

WHAT WILL YOU SPEND YOUR TIME DOING?

• Welcome first, always. Greet every guest with good energy and a real smile — make them feel like they matter the second they walk in.
• Know the menu inside out. Answer questions, shout out promos, and help guests pick what’s right for them.
• Make tech feel easy. Help guests use kiosks or the app without making it awkward. Show them how to customise and order like a pro.
• Keep it moving. Watch the crowd, reduce wait times, and never let anyone feel lost or left hanging. Let them know what’s happening with their order.
• Handle complaints like a pro. Listen up, stay calm, fix what you can — and loop in your Team Leader or GM if it needs backup.

WHAT WE'D LOVE FROM YOU

• Talk the talk. Great communication — friendly, clear, and confident with everyone.
• Think fast. Don’t freeze when stuff goes wrong — you fix it.
• Tech savvy. You know your way around digital ordering and can show guests how it works without stress.

KEEPING IT REAL

We don’t hire staff — we hire people. People with real lives and aspirations, building real careers. Each of us has something special to add to the mix we call work, and we’ll always encourage you to add your perspective. See, at KFC, everyone’s welcome — whatever your background, and whatever future you’re creating. We’ll look out for you because you’re one of us, not because you work for us. We’ll invest in your potential, because it’s what we’ve always done.

But most of all, we’ll give you the freedom to be you, wherever (and whoever) you happen to be.

WHAT'S IN IT FOR YOU:

• Pay rate: Up to £12.21.
• Take the first step toward a rewarding leadership career.
• Free food and drink on shift.
• 25% staff discount.

KFC FOR EVERYONE

Whoever you are and wherever you’re from, KFC is a place where you can bring the real you to work. We’re here to support you in being yourself, whether you work with us, or are trying to.

Our promise is this: every person who applies to a role at KFC, regardless of age, background, ethnicity, gender, ability, religion or sexual orientation, will have an equal opportunity to work here.

We don’t just welcome, we encourage applications from underrepresented groups in all industries.

If you’d like any additional support with your application, have a disability or condition that may affect your performance during the recruitment process, or have any other requirements — just let us know. We’ll be there to help you be the real you.

READY?

We hope so. If you’re ready to be part of our community, now’s the time to apply. Worried you aren’t ticking all the boxes? Don’t — we’d still love to hear from you.