The Opportunity
This is an exciting opportunity to lead our internal Customer Services team along with the commercial and contractual governance of our Customer Service partner, to ensure both teams deliver world-class customer experience.
The successful candidate will oversee the commercial and operational needs of the Customer Service department across the UK & Ireland, recognising business and operational opportunities to deliver value to our Franchisee’s, McDonald’s business and our customers while ensuring we deliver on our guiding principles.
The applicant must have an awareness of the importance of the service and supplier support structure within the UK&I, and a clear belief in the 3-Legged Stool approach (Company, Franchisees & Supplier partnerships) for our future growth.
The candidate will be expected to lead and set the direction, objectives and define expectations for their teams. Foster the department culture through team involvement, sharing best practice and demonstrating core departmental values. Building strong working relationships with other departments and key stakeholders to improve operational performance and customer experience.
What will my accountabilities be?
- Provide leadership to foster a high-performing culture aligned with CS and company values.
- Lead, develop and nurture our internal Customer Services team to build confidence and competence across the entire team.
- Hold the internal Customer Services team accountable for performance and productivity improvements in keeping with our department vision of delivering a “best in class” Customer Services function.
- Maintaining the standards for structured and effective vendor management and governance, requiring an extremely high degree of integrity and confidentiality.
- Monitor performance of the vendor to agreed contractual Service Level Agreements (SLAs) and Key Performance Indicators (KPIs)
- Collaborating with the Vendor on our forecasting and budgetary requirements.
- Managing Vendor and internal costs to ensure budgets are met.
- Exploring and delivering creative and innovative ways to increase performance through continuous improvement.
- Collaborating with the Vendor to ensure that we maximise our usage of the capabilities provided by Zendesk and other tools.
- Hosting visits to the Vendor and delivering presentations/updates on their progress to internal stakeholders.
- Fully engaging with our franchisees and the business by attending Operations meetings, RLGs, and other key meetings
- Be the link between our Digital Team and the Vendor for all things Global Mobile App. related.
- Ongoing commercial risk assessment of the Vendor
- Liaise and share best practices with our colleagues in other large markets including the US, CA, and AU quarterly.
- Manage with the Vendor and internal departments the management of, and our response to incidents that may occur outside of BAU.
- Manage the audit of the Vendor and the internal CS team to ensure compliance with company policies.
What Team will I be a part of?
You will be part of our Operations Strategic Planning and Customer Service team (OSPCS) within the Restaurant Solutions Group. OSPCS is a dynamic team that puts our people first and provides a supportive and inclusive working environment. Our Customer Services team is dedicated to the recovery of our customers through empathy and innovation. We act as the ‘Customer Voice’ throughout our business, ensuring our customers are front and center of everything we do.
Who are my customers?
Our restaurant guests, alongside other key business functions including RSG, Operations, Finance, Global Banking Services, Legal, Franchising, Internal Communications, Business Strategy & Insight, Development, and colleagues in other McDonald’s markets.
What background do I need to have?
- Excellent team player – ability to develop good relationships and work collaboratively in a fast-paced and dynamic team environment to identify and implement solutions.
- An inclusive and supportive work ethic - both self-starting and comfortable with a People First mindset.
- Earns the trust and regard of others and able to inspire others to persevere through challenges.
- Extensive sourcing and commercial experience whilst familiar with related legal constructs.
- Expert negotiation skills and commercial acumen.
- An understanding of Virtual Assistant technology and automated processes would be advantageous.
- Understands the importance of developing stable and long-term supplier relationships.
- Experience in strategic planning and implementing governance frameworks.
- Excellent verbal and written communication and interpersonal skills and ability to interact and converse with stakeholders and SMEs both internally and externally.
- Strong presentation and analytical skills.
- Experience in budget planning, cost forecasting and financial management.
- Able to grasp and synthesise complex information quickly and develop a clear action plan.
- Able to apply knowledge in new or unfamiliar situations.
- Proven track record of successful team leadership and development.
- Seeks ideas and feedback from multiple sources to understand and learn from diverse perspectives (restaurants, operations, office hierarchy, franchisees, suppliers).
- Able to manage multiple projects and workstreams to meet deadlines and adapt to change.
- Computer literate with a good understanding of MS Office applications (Excel, Outlook, PowerPoint, Word, Teams).
- Demonstrates curious mind set and a genuine desire to learn, confident, independent and a self-starter.
- Experience in sustainability would be beneficial but is not essential.
At McDonald’s we are People from all Walks of Life...
“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.”
