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People Service Helpdesk- Assistant Manager

Employer
McDonald's Restaurants Ltd
Location
East Finchley, London (Greater)
Salary
Competitive
Closing date
15 Sep 2022

Job Details

A little bit about us...

McDonald's is the largest family restaurant in the world, serving approximately 69 million customers across 36,000 restaurants a day; in more than 100 countries. The UK & Ireland market is one of the most successful entities across the wider business, serving on average 4 million people a day. It has operated in UK since 1974 and the business is growing continuously with more than 1,400 restaurants and over 154,000 employees.

McDonald’s UK & Ireland has a proven track record of investing in the development of its employees and offering flexibility as part of its dedication to being a modern and progressive company. Every year, it invests over £40 million in developing people, giving every one of its employees the opportunity to take part in structured training.

McDonald’s buys ingredients from over 17,500 British and Irish farmers and spends over £1.1 billion annually on its food and packaging requirements. McDonald’s is committed to supporting British and Irish farmers to ensure it can continue to source many of its ingredients from the UK and Ireland.

McDonald’s is a market leader in its field, striving for the highest standard of quality, speed and restaurant experience. Re-generation of our restaurant infrastructure, covering digital ordering, re-imaging and dual-point service make working at McDonald’s more exciting than ever!

We are dedicated to using our scale for good: good for people, our industry and the planet. From bold recycling initiatives and sustainable sourcing efforts to our partnership with Ronald McDonald House Charities, we see every day as a chance to have a genuine impact on our customers, our people and our partners.

We're a people business just as much as we are a restaurant business. We strive to be the most inclusive brand in the world by building diverse teams who create delicious, feel good moments that are easy for everyone to enjoy. Joining McDonald's means thinking big every day and preparing for a career that can have impact around the world. 

Company Vision and Culture…

Our Global vision is to build a better McDonald’s and in the UK and Ireland we are working hard to be the UK & Ireland's best-loved restaurant company.

McDonald’s is defined by its culture. Our culture shapes and informs everything we think and everything we do. Our culture influences the way we interact with each other, and how we interact with customers, franchisees and suppliers. Our culture motivates and inspires us to attract and retain great talent, creating positive, energising, exceptional working environment for us all.

Our values drive our culture and shape our beliefs, our priorities and our actions. They influence the decisions we make, how we treat one another and how we show up as a brand to the world.

Serve: We put our customers and our people first

Inclusion: We open our doors to everyone

Integrity: We do the right thing

Community: We are good neighbours

Family: We get better together

The opportunity...

Our team are all driven to deliver outstanding customer experience to all of our end users and partners around the business. Our ultimate purpose is to enhance the employee experience and measure that through organisation wide engagement and retention performance.

We achieve our success through providing services that are easy to access and understand, effective- giving the right outcome promptly and we strive to leave every customer with a positive experience with them acting as ambassadors of our team.

We collate the extensive data we receive to provide our partners in CoEs and other departments insight which will help them to formulate plans and more broadly deploy improvements to systems impacting touch points through the employee journey.

We are professional and seek to be leaders in our industry networking and bench marking widely.

We expect a team first ethic- when the team succeeds, we all succeed! We align with the Company Values, are proud and inclusive, passionate about what we do and supportive of the aspirations of each team member striving to help them be the best they can.

What will my accountabilities be...

This Assistant Manager position oversees Operations, the day to day management of the Contact Centre, front of house. We have just recently moved to this operating model so there will be lots of scope for innovation in a number of areas we think will be critical:

 1.      Operations Plan/Model- define , develop and execute Continuous Improvement in the Operating Model- work across Senior Leadership Team to drive Customer Experience (CX)

Leading a small team of 3 Senior Advisors and around 12 Advisors to manage all channels (Chat, Voice, Self Ticketing and email) and tickets to close as L1/2. Scale is roughly 2500 new contacts per week and scope Is both HR and HRIS support across over 1400 restaurants, 160,000 employees and corporate teams.

 2.      Operations Partnership- Partner HR, Operations and Franchisees sharing insight and gathering feedback

Liaising with partners to provide Management Information which can drive change and improvement to te employee experience. Gathering feedback to drive performance in our own team.

 3.      Shift Leader Development- Managers, tools and shift best practice to drive  Easy, Effective, Friendly

Work with the Quality Team to develop materials and define standards for Advisors Seniors and Shift Managers to drive performance.

 4.      Operations Execution- Day to day supervision of the CX, customer interaction, channel management

Manage the development, engagement, progression of own team and integrate with whole team to manage talent internally.

 5.      Brand Management- Contribute to Senior Leadership Team to enhance the brand of the team from a customer perspective

Work with the PSHD Lead, Business Development Manager, Assistant Manager Quality, People Systems/ People Admin and Employee Relations Leads to develop overall strategy of the team, drive our collective brand, value and performance.

Which team will I be part of...

The People Services Helpdesk is the first point of contact for any stakeholder seeking support in the area of People. We are the HR & People Systems Shared Service Centre for McDonald’s UK and ROI.

The Assistant Manager role is part of the PSHD Senior Leadership team and as such is consulted regarding strategy and tactics.

Who will my customers be...

  • Our PSHD Senior Leadership Team - working in partnership to drive performance and achieve goals
  • The wider PSHD Team- serving to help them drive standards and achieve individual and collective goals and ambitions
  • People Team Centres of Excellence, e.g. Reward, People Relations, Talent Acquisition, Education, L&D - sharing insight that drives meaningful action
  • Restaurant Employees- MRL and Franchised- improving the employee journey and thereby the customer experience
  • Operations Leaders- supporting to improve retention and engagement through provision of insight and by supporting effective delivery of people processes
  • Office Teams – supporting leaders and employees through effective processes
  • External bodies- providing data and information as required for compliance etc  

What background do I need to have...

  • Adapt quickly and easily to new or changing conditions
  • Relationships- be able to build and facilitate relationships across the organisation that are based on trust and are productive for all stakeholders
  • Self-belief: believe in own capabilities and how to add strategic value to the organisation
  • Strong business acumen: understand the business, its strategy, its purpose, its culture
  • Understanding of current UK employment law, with a strong experience in resolving employee relations issues
  • Strong verbal/written communication and presentation skills
  • Analytical mind-set: able to draw insight from data and be able to recommend meaningful actions
  • High personal standards of integrity and confidentiality
  • Passionate about ensuring we provide an inclusive culture to our people
  • Demonstrably high levels of curiosity & committed to self-development
  • Experience of a busy and developing HR Shared Service Centre or other Contact Centre
  • Engagement with the wider Contact Centre Management profession
  • Experience of Hornbill Ticketing System an advantage but not essential

You will also have to be able to demonstrate that you are capable of:

  • Advising and influencing managers in decision making in all areas
  • Proactively managing multiple projects and processes at the same time

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 give 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.”

Company

McDonald’s Restaurants Ltd is the largest global food services retailer with over 30,000 restaurants across the world and almost 1,270 restaurants in the UK. In the UK McDonald’s and its franchisees employ over 110,000 employees, 60% of whom are under 21. With 85 % of its management teams starting as hourly paid staff and 50% of senior executives starting out working in restaurants, there is real scope for progression and career advancement. As the first large UK company to be awarded the Investors in People – Profile Award, the company has demonstrated its comprehensive training programme at all levels and has a competitive salary and benefits programme to match. Diversification of the menu, restaurant re-designs and a strong commitment to the communities they do business in allows the corporation continual growth.

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