Job Description

NFR Holdings Pty Ltd is seeking an experienced Customer Experience Department Manager to join its McDonald's restaurant team in Mackay, Queensland.

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Location: Caneland Central Shopping Centre, Mangrove Road, Mackay QLD 4740

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Work type: Full time, 38 hours per week

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Salary: $80,000 per year

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Position summary

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The Customer Experience Department Manager plans, directs and coordinates the systems that support customer service across a high-volume, 24-hour quick-service restaurant. The role is responsible for customer experience standards, service performance, customer recovery, sales initiatives and the development of employees working in customer-facing operations.

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Working within a franchised restaurant, the manager monitors customer feedback and operational results, implements improvements and ensures service delivery meets McDonald's standards and company procedures.

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Key responsibilities

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Customer experience and service standards

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- Develop and implement initiatives to improve customer satisfaction and service consistency.
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- Monitor customer feedback, complaints and service measures, and take corrective action where required.
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- Manage customer recovery processes and ensure customer concerns are investigated and resolved.
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- Maintain McDonald's Quality, Service, Cleanliness and Value standards across customer-facing operations.
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Operational performance

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- Coordinate service delivery across Front Counter, Drive Thru, Table Service, McDelivery and McCafé.
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- Review service times and other operational measures to identify delays and improve performance during peak periods.
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- Develop procedures that support consistent service across customer-facing departments.
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- Conduct operational inspections and address service, safety and compliance issues.
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Sales and business improvement

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- Analyse guest counts, sales results and customer trends to identify opportunities for growth.
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- Coordinate local marketing, customer engagement and community initiatives.
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- Prepare departmental reports and action plans for Restaurant Managers and senior leadership.
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- Monitor the effect of customer experience initiatives on repeat visits, sales and restaurant performance.
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Workforce planning and leadership

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- Lead and support Customer Experience Crew, Crew Coaches and other employees involved in customer-facing operations.
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- Plan training and coaching to build customer service skills and employee capability.
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- Review team performance and implement improvements where needed.
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- Work with Restaurant Management on rosters, staffing levels and labour productivity.
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Compliance and community engagement

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- Ensure customer-facing operations follow workplace safety, food safety, company and franchise procedures.
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- Promote a safe and respectful setting for employees and customers.
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- Coordinate participation in relevant local events, community partnerships and McDonald's charitable initiatives.
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Qualifications and experience

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Applicants require an AQF Diploma or higher qualification in hospitality, business, retail management or a related field, together with at least one year of relevant experience. Alternatively, at least three years of relevant managerial experience may substitute for the formal qualification.

📌 Customer Experience Manager - Nfr Holdings Trust (Mackay)
🏢 NFR HOLDINGS TRUST
📍 Mackay