Director of customer service Work, Jobs in London, Eng (with Salaries)

Head Of Customer Experience
Five Guys UK —London
- Up to £70,000 a year
- Hospitality
- Customer service
- Leadership
- Employee discount
Head of Client Services
GetAgent —London
- £80,000 - £90,000 a year
- Hybrid work
- Travel
- Leadership
8d
Head of Customer Support
Frontify AG —London
- Full-time
- Remote
- Sales
- English
- Leadership
Global Head of Customer Support
TeamViewer Germany GmbH —London
- Hybrid work
- Travel
- Leadership
- Employee discount
Quick apply
Director of Customer Services
Smart Pension —London
- Hybrid work
- Agile
- AI
- Employee assistance programme
- Employee discount
Head of Retail for the South (UK)
Lovisa —London
- Hybrid work
- Continuous improvement
- Organisational skills
- Leadership
Quick apply
14d
Director of Customer Success
Tenzo —London
- Full-time
- Hybrid work
- Management
- Sales
- Organisational skills
- Annual leave
- Work from home
Head of Customer Experience
IG Group —London
- Full-time
- Customer service
- Master's degree
- Analysis skills
Head of Growth
Hertility —London
- £80,000 - £85,000 a year
- Full-time
- Remote
- Leadership
- Marketing
- Annual leave
- Employee discount
9d
Strategic Programs Director
ConnectWise —London
- Hybrid work
- Bachelor's degree
- Continuous improvement
- No degree
Quick apply
14d
Head of Client Experience
Jobs In. Fitness —London
- Full-time
- Hospitality
- Analysis skills
- Leadership
Quick apply
5d
Head of Membership
67 Pall Mall —London
- Communication skills
14d
Head of Client Services
Gallagher —London
- Hybrid work
- Leadership
- Employee stock purchase plan
- Life insurance
6d
Head of Customer Success
Xero —London
- Full-time
- Hybrid work
- Sales
- Mentoring
- Leadership
Customer Success Director
Retail Insight —London
- Full-time
- Hybrid work
- IT
- Annual leave
- Employee discount
Quick apply
5d
Head of Customer Support
Whitecollars —London
- AI
Quick apply
D2C Head of Customer Experience
Elavate —London
- £40,000 - £55,000 a year
- Hybrid work
- Team management
- Leadership
Head of Customer Strategy and Transformation Delivery
Bupa —London
- £110,000 a year
- Full-time
- No degree
- Communication skills
- Gym membership
- Life insurance
Quick apply
5h
Customer Director - Professional Services
Faculty —London
- Full-time
- Hybrid work
- AI
- Annual leave
Head of Digital
Restaurant Associates —London
- £60,000 a year
- Leadership
- Marketing
- Employee discount
12d

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Head Of Customer Experience

Five Guys UK -
London

Apply Now

Job details

Permanent
Up to £70,000 a year

Benefits

Company pension
Employee discount
Enhanced maternity leave
Enhanced paternity leave
Car scheme

Qualifications

Hospitality
Customer service
Leadership
Restaurant experience
Communication skills

Full job description

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 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

Apply Now

Refine Your Search

director of customer service jobs in london, eng

Head Of Customer Experience

Head of Client Services

Head of Customer Support

Global Head of Customer Support

Director of Customer Services

Head of Retail for the South (UK)

Director of Customer Success

Head of Customer Experience

Head of Growth

Strategic Programs Director

Head of Client Experience

Head of Membership

Head of Client Services

Head of Customer Success

Customer Success Director

Head of Customer Support

D2C Head of Customer Experience

Head of Customer Strategy and Transformation Delivery

Customer Director - Professional Services

Head of Digital

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