Head Of Customer Experience Job at London Full Time

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 repoability 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