At a Glance
- Tasks: Lead customer experience and ensure every interaction reflects our brand's values.
- Company: Join a family-run burger restaurant with a commitment to quality since 1986.
- Benefits: Generous bonuses, pension scheme, private medical, and exciting perks.
- Other info: Dynamic role with opportunities for growth and an annual conference in amazing locations.
- Why this job: Shape the customer journey and make a real impact on guest experiences.
- Qualifications: Experience in customer service, strong communication skills, and ability to drive change.
The predicted salary is between 50000 - 60000 £ per year.
BURGERS & FRIES AND INCREDIBLE CAREERS! We're the burger restaurant with the uncomplicated formula: burgers and fries cooked to perfection, with no frozen ingredients. And we've stuck to the same 'perfect and serve' philosophy since our family business began in 1986.
These days, we're still just as much a family as we always have been. We have tons of integrity, we're enthusiastic, we're competitive and we just get it done - whatever the challenge.
The Head of Customer Experience owns how Five Guys shows up for its customers across every touchpoint. This role leads customer support and feedback end to end, while acting as a brand guardian for all customer facing communication.
You will ensure every interaction reflects Five Guys tone of voice and core messages around freshness and quality, simplicity and comfort, our people, and how and why we do what we do. You will protect brand reputation across direct support, reviews, and social channels, and turn customer insight into action that improves the guest experience.
This role is focused on spotting patterns in customer feedback, identifying where service breaks down, and translating insight into clear guidance for stores, districts, regions, and countries across the JV.
WHAT YOU'LL DO
- Own and run customer service across email, website forms, social channels, and review platforms
- Respond quickly, accurately, and empathetically, keeping tone aligned to Five Guys friendly, honest, premium voice
- Identify recurring issues, frustrations, and service patterns at store, district, and regional level
- Deliver clear weekly and monthly reporting with trends, priorities, and practical recommendations
- Share insight with operations, training, brand, and food safety teams to drive service improvements
- Monitor social channels for engagement, sentiment, and service related feedback
- Respond to reviews and social messages using brand safe language that builds trust and shows accountability
- Maintain a clean and consistent customer feedback framework, including tagging for brand insight such as generosity, freshness, crew warmth, and consistency
- Support leadership in shaping customer experience plans and help store teams adopt best practices
- Contribute to training materials covering service standards, complaint handling, and communication habits
- Escalate urgent or complex issues to the right teams and own follow up through to resolution
- Complete ad hoc store visits to understand the customer journey firsthand
- Own customer service standards, processes, and guidelines across all channels
YOUR EXPERIENCE
- Hands on customer service experience in restaurants, hospitality, or retail
- Strong written and verbal communication, with confidence handling sensitive situations
- Experience managing customer contact across multiple channels, including social and reviews
- Strong ability to influence and drive change without direct operational control
- Highly organised and comfortable managing high volumes of contact
- Strong command of tone of voice and the ability to coach others
- Experience responding publicly to reviews and social feedback in high visibility situations
- Clear understanding of how customer communication shapes brand trust, quality, and consistency
OUR REWARDS AND BENEFITS
- A generous annual bonus based on business performance
- Pension scheme
- Enhanced Maternity and Paternity leave
- Electric car salary sacrifice scheme
- Long service rewards after 5 and 10 years with Five Guys
- Five Guys Perks & discounts
- Invite to our annual General Managers conference - this year we celebrated in Lisbon!
- Life assurance
- Private medical via Vitality
- Wellbeing support
Head Of Customer Experience in London employer: Five Guys UK
At Five Guys, we pride ourselves on being more than just a burger restaurant; we are a family that values integrity, enthusiasm, and a commitment to quality. As the Head of Customer Experience, you will thrive in a supportive work culture that encourages personal growth and offers unique benefits such as a generous annual bonus, enhanced parental leave, and wellbeing support. Join us in creating memorable experiences for our customers while enjoying perks like discounts and invitations to exciting company events.
StudySmarter Expert Advice🤫
We think this is how you could land Head Of Customer Experience in London
✨Tip Number 1
Get to know the company inside out! Research Five Guys' values, their approach to customer experience, and what makes them tick. This will help you tailor your conversations and show that you're genuinely interested in being part of the family.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Having someone vouch for you can make all the difference when it comes to landing that interview.
✨Tip Number 3
Prepare for the interview by practising common questions related to customer experience. Think about how you would handle specific scenarios and be ready to share examples from your past roles that highlight your skills.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email reiterating your enthusiasm for the role can leave a lasting impression. And remember, apply through our website for the best chance at getting noticed!
We think you need these skills to ace Head Of Customer Experience in London
Some tips for your application 🫡
Show Your Passion:When you're writing your application, let your enthusiasm for customer experience shine through! We want to see how much you care about making every interaction with customers a great one.
Be Authentic:Use a friendly and honest tone that reflects our brand's voice. Remember, we’re all about simplicity and comfort, so keep it straightforward and genuine in your writing.
Highlight Relevant Experience:Make sure to showcase any hands-on customer service experience you have, especially in restaurants or hospitality. We love seeing how you've tackled challenges and improved customer experiences in the past!
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and get the ball rolling on your journey with Five Guys.
How to prepare for a job interview at Five Guys UK
✨Know the Brand Inside Out
Before your interview, dive deep into Five Guys' history, values, and customer experience philosophy. Understand their commitment to quality and freshness, and be ready to discuss how you can embody and promote these values in your role.
✨Showcase Your Customer Service Skills
Prepare specific examples from your past experiences that highlight your ability to handle customer feedback and improve service. Think about times when you turned a negative experience into a positive one, as this will resonate well with the role's focus on customer satisfaction.
✨Demonstrate Your Analytical Mindset
Since the role involves identifying patterns in customer feedback, come prepared with ideas on how you would approach analysing data. Discuss any tools or methods you've used in the past to derive insights and how you would apply them to enhance the customer experience at Five Guys.
✨Practice Your Communication Style
Given the importance of tone and communication in this role, practice articulating your thoughts clearly and empathetically. You might even want to role-play responding to customer reviews or social media comments to showcase your ability to maintain the brand's voice while addressing concerns.
