Customer Relations Lead – QSR Industry

Location: Hybrid / London-based
Salary: Up to £40,000 + 10% Annual Bonus

About the Role:

We are seeking a passionate and experienced Customer Relations Lead to join a growing team within the Quick Service Restaurant (QSR) sector.

This role is pivotal in ensuring that every customer interaction reflects the brand's commitment to quality and high standards of service.

As the bridge between customers and internal teams, you will play a key part in delivering exceptional service, resolving complaints with professionalism, and driving improvements that enhance the overall customer experience.

Working closely with senior leadership, your proactive approach will help shape our customer service strategy and contribute to brand loyalty.

Key Responsibilities:

• Handle and resolve customer complaints swiftly and professionally, maintaining the brand's reputation and ensuring customer trust.
• Establish and maintain effective communication channels between customers, internal teams, and management, ensuring smooth service delivery.
• Track and analyse customer feedback to identify trends and implement improvements that elevate service quality.
• Uphold and communicate brand standards across all customer touchpoints, ensuring consistency and quality.
• Work closely with the wider team to maintain high levels of customer satisfaction and loyalty.
• Identify gaps in service processes and recommend practical solutions to streamline customer interactions and enhance efficiency.

What We’re Looking For:

• Proven experience in a centralised customer service environment, ideally within the hospitality or QSR sector.
• Expertise in complaint handling, with the ability to manage challenging conversations with professionalism and empathy.
• Strong communication and organisational skills, capable of managing multiple priorities effectively.
• A proactive mindset with a solution-focused approach to resolving issues swiftly.
• Ability to thrive in a fast-paced, high-volume environment, maintaining composure and delivering high standards of service.
• Familiarity with customer feedback systems and CRM platforms is advantageous.