Responsible for the Operational and day to day management of the in-house Customer Services Team for McDonald’s UK & Ireland. Here I ensure I support, develop and deliver the strategic direction for McDonald’s in a cost-effective manner whilst offering the best possible service to our customers, leading a motivated team. This role also involves working alongside key high-profile stakeholders such as Executive Teams and Directors to provide customer insight to help drive change within the business. In addition to this, I am involved and leading high profile projects with our vendor, and third party operators to ensure our customers consistently receive a best in class Customer Service.

• Leading the in-house Customer Services team who deal with customers requiring a sensitive response. • Responsible for producing and presenting contextual insights on restaurant performance on behalf of whole CS team. • Working alongside the Director of Customer Services to help deliver a large scale transition/outsourcing project.• Responsible for the investigation, assessment and resolution of high profile complaints. • Investigation and follow up of sensitive complaints with Operations, franchisees and support departments. • Engages with franchisees, Ops hierarchy and senior management.

• Providing Customer Insights to head of department and key stakeholders and senior operational hierarchy• Working on key transition projects within the business, stakeholder management to ensure all deliverables are delivered on time and to an excellent standard• Working alongside the Director of Customer Services to deliver a successful multi million pound transition project • Creating and delivering training materials, website content and internal reporting systems.• Analysing customer trends and insights to identify areas of opportunity for the business and present findings to key departments• Providing monthly updates to the exec team on customer insights and opportunities• Managing more junior members of the team and ensuring their development aligns with the goals of the business

I deal with and resolve customer enquires and complaints. I also, provide pro active support to restaurants with regards to any service issues they have. In addition to this I produce reports for various different departments with regards to customer service issues and liase with other departments about such issues.More recently I have been heavily involved in internal and external benchmarking projects. This involves researching and reporting on competitor behaviour particularity centred around social media and other similar factors. This helps to give the business an overview of competitor activity and contributes to the overall customer service strategy.Over the last year my role I have been more involved in offering support to restaurants in franchising. This has been done by supporting regional ops visits to head office and becoming a port of call for various people in operations for assistance on complaint resolution and other matters.As part of my role moving more towards internal engagement I have started to teach on the Basic Shift Managment Course once a week. This involves me giving a weekly two hour talk/presentation to students on this course teaching them how to deal with and manage complaints as potential Shift Managers.In addition to this I have also been involved with recruitment of new starters into our department. This involves analysing applicants and making suitable recommendations based on their skill sets and potential.

As part of my business degree I was required to take a twelve month placement in industry, I took this at McDonald's head office, a place which I would later return to working. Here, I was based in the customer service department and gained experience fielding and resolving customer complaints. This twelve month placement gave me a valuable insight into working life and allowed me to gain and develop skills essential to complete university.