Customer Services Advisor

McDonald’s UK & Ireland is seeking a Customer Services Advisor to join their team, focusing on resolving complex and sensitive customer complaints. The role involves investigating issues with restaurants and support departments, providing resolutions, and ensuring customer satisfaction. This high-impact position requires collaboration with Franchisees, Operations leaders, and Senior Management, offering a chance to influence customer response strategies within a successful restaurant business.

Must Have

• 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
• 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

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.

Qualifications

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

Company Vision and Culture…

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. These are hugely important issues and a brand with our reach and relevance means we have a very meaningful role to play.

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.”

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