Job Description

A little bit about us
McDonalds 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. McDonalds is one of the UKs 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
The opportunity
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. Were 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, youll 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&Is most successful restaurant businesses.
What Youll 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 background do I need to have
What Youll 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.

At McDonald's, we are People from all Walks of Life...
Company Vision and Culture
Our Global vision is to build a better McDonalds and in the UK and Ireland we are working hard to be the UK & Irelands best-loved restaurant company.
McDonalds 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 McDonalds we are People from all Walks of Life...
People are at the heart of everything we do, and they make the McDonalds 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 McDonalds or elsewhere.
#LI-Hybrid
Benefits
perks
Hybrid Working Enjoy the flexibility of hybrid working with 3 days in the office and 2 days remote.
wellness
Private Medical Care Corporate employees receive private medical care, either immediately or following 6 months service depending on your role.
perks
Holiday Allowance Full-time office employees receive 28 days paid holiday annually, plus 2 months sabbatical per every 10 years' service.
wellness
Wellness Benefits Your wellbeing matters. Enjoy access to wellbeing resources, mental health support, and initiatives designed to help you feel your best - in and out of work.
perks
Pension & Life Assurance Access our stakeholder pension scheme alongside Life Assurance cover if you contribute a minimum of 3%.
perks
Career Growth We highly value talent and believe in helping our people grow. We support career progression through mentorship, training and leadership development opportunities.
wellness
Values Heroes We live by our values and we reward those who demonstrate their commitment to them.
perks
Performance Reviews & Bonus Your performance will be reviewed formally every 6 months and pay is reviewed annually based on performance. There is also potential to receive an annual bonus each year.
perks
Meals at Work You can choose food from our restaurant menu on your break and can even try the latest promotions.
recognition
Length of service Your length of service doesn't go unnoticed - we reward you with monetary benefits for long service.
perks
Pay & Perks Receive competitive pay and a range of exclusive perks, including employee discounts and an on-site gym at our Head Office.
perks
Employee Discounts Benefit from our generous employee discount scheme, covering a range of retailers and services across the UK.
perks
Summer Fridays Summer Fridays allow our Corporate Careers teams to finish early, every Friday, during the summer months.
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Skills Required