Customer Experience Leader

5 months ago

Flint, United Kingdom McDonald's Limited Full time

McDonald's are one of the most recognized brands in the world, and the backbone of our brand is commitment to a set of core values: Serve, Inclusion, Integrity, Community and Family. We live by our values every day and are committed to fostering a safe, respectful and inclusive workplace, providing quality jobs, and making opportunity open to all.

The main expectations of your role:
**Guest Obsessed**
- You should create and contribute to a **positive culture**; where our guests thoroughly enjoy their visit and experience every time.
- It is essential that you **go above and beyond** for our guests, delivering positive, genuine, and memorable moments.
- To offer a warm and prompt customer greeting on every occasion, **role modelling **a guest led approach.
- To **anticipate **and relate to our customer’s needs.
- You should welcome all feedback from our guests, as this is vital to the success of our business, and we should **strive to WOW** on these occasions.
- To obtain a minimum number of positive **customer feedback surveys each day **in order to highlight our service opportunities; sharing this data periodically with the team.
- To complete **regular travel paths** on every shift, to include all areas used by our customers and people, including, but not limited to the dining area, the toilets, the crew room, the car park and patio area.
- To focus on building the morale of the team, offering positive, developmental and in the moment coaching, to **build experience and strength** across the DA/CC team.
- To set clear brand 1st expectations and role model the **highest standards of operation**, ensuring that all task lists are completed in a timely manner by yourself and others.
- Prepare for peak and use downtime to swiftly reorganise for the next wave, **delegating and completing secondary tasks at speed**, and always maintaining leading edge standards and high levels of productivity.

**People Led**

Happy People - Happy Customers
- As a Customer experience Leader (CEL) you must ensure that the **environment is welcoming**, fair and enjoyable for the team.
- You must familiarise yourself with strengths and opportunities of those you are working closely with.
- It is essential that you invest time into the **training and development of others, offering in the moment feedback **and contributing to a feedback friendly environment.
- ** To ‘check in’** with everyone as they arrive, during and always thank others for their contribution before they leave.
- You must always follow the **requirements of the law** in relation to breaks, start and finish times.
- You should delegate and follow up**, challenging** any standards that do not meet company expectations.
- Keep your team busy and engaged on every shift by **allocating secondary tasks** and offering recognition and praise for those that demonstrate great **values, behaviours, and results**.

You are a **Restaurant leader** and Guest experience champion
- You must demonstrate** integrity** and **honesty.**:

- Your presence on shift should be deemed to be **organized, assertive and positive**. You should promote and contribute to a **‘feedback friendly’ culture.**:

- To focus on being a **good neighbour and community advocate**, seeking out and contributing where possible to local projects to help embed the restaurant within the community.
- To **plan** and execute **well-timed** and **memorable events**, to budget, in order to raise significant donations and build awareness of our charity partners.
- You must consider all aspects of service utilizing **a diagnostic approach** and seek to remove any barriers to great service.
- You are expected to make **prompt decisions** that are always in the best interests of the restaurant and our guests.
- Every effort must be made to **support new employees** and enhance capability and experience by sharing knowledge and offering frequent **‘in the moment’ coaching**.
- You should review SMG / Food for Thought **at the beginning and end of every shift as a minimum, **making the necessary decisions that ensures the **restaurant operates **in line with operational goals, such as in-store feedback scores.
- You must demonstrate best efforts **to achieve the targets** set by your manager and share these with your team, setting expectations prior to peak.
- To familiarize yourself with the restaurants quarterly** goals** and how you can contribute to the overall success and objectives of the restaurant.
- You must **complete objectives** set by your restaurant manager in a timely and effective way.
- Standing back and taking a view at regular intervals to **‘connect with the customer experience’.**:

- Always **escalate Safety, HR or other concerns** promptly to the salaried team /BM, especially those that impact the operation, business or brand.
- To be a brand **advocate and ambassador**

Shift patterns are between 07:30 - 23:00

Typical shift patterns are : 07:30-15:00 / 11:00-18:30 / 15:00-

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