Be
Part of Something Big
At Wingstop,
we are not just in the chicken business, we are in the flavour business. Our
focus is on delivering exceptional experiences and memorable moments for both
our customers and our team.
We have been
recognised for our commitment to excellence, earning accolades such as The
Sunday Times Best Places to Work 2024 and Deliveroo’s Number 1 Dish.
The
Role
At Wingstop
UK, we're passionate about delivering next-level flavour and that means more
than just incredible wings. We believe in creating outstanding experiences for
every guest and empowering every team member. As our Customer & Team
Relations Lead, you'll be the key connector between our customers, teams, and
brand. From managing real-time feedback and digital platforms to supporting
internal events and improving service delivery, you’ll play a vital role in how
Wingstop listens, responds, and grows. If you thrive in a fast-paced,
people-first environment and love turning insight into action, we want to hear
from you.
Key Responsibilities
Customer
Services
* Manage
& resolve all customer complaints and feedback across all restaurant
and DK locations.
* Use
a third-party platform to log, track, and resolve complaints efficiently.
* Liaise
with key stakeholders to ensure timely and effective resolution of issues.
* Monitor
and manage customer interactions and sentiment across all social media
channels.
* Respond
to customer queries, concerns, and reviews in a consistent and
brand-appropriate tone.
* Compile
regular reports on feedback trends, resolution times, and areas for
improvement.
* Work
with Wingstop UK’s social department to pick up any relevant complaints to
ensure a swift resolution, as well as monitor these for any emerging
patterns of indicators of broader issues.
Resolution
Management
* Lead on digital voucher
distribution to key stakeholders, customers, and ad-hoc voucher
requirements.
* Support the Marketing Function on the administration of reward and
resolution, through digital administration, auditing & analysis.
Team Relations
* Support general office management and
administrative tasks.
* Assist
with the planning and execution of internal events and team activities.
Candidate
Requirements
* Proven experience in customer
service or guest relations, preferably in retail, hospitality or F&B.
* Strong knowledge of customer
feedback tools and social media management platforms.
* Excellent written and verbal
communication skills.
* Highly organised with strong
attention to detail and the ability to manage multiple priorities.
* Comfortable working
independently and proactively in a fast-paced environment.
* Confident in handling sensitive
situations with professionalism and discretion.
* Experience with basic office
management and event coordination is a plus.
* Collaborative mindset with the
ability to work effectively across departments.
Benefits
Wingstop UK
is committed to investing in and rewarding our people. Benefits include:
* Welcome Pack – A
personalised introduction to Wingstop.
* Enhanced Annual Leave – 25
days plus bank holidays.
* Paid Birthday Leave – An
additional day off to celebrate your birthday.
* Private Healthcare (for you
& dependents) – Including Vitality at Work benefits.
* Family Support – Enhanced
maternity and paternity leave.
* Professional Development –
Access to e-learning and career progression opportunities.
* Recognition & Team
Events – Semi-annual company conferences and social events.
* Flexible Work Culture – WFH
policy
* Employee Discounts – 20-50%
off Wingstop dining for friends and family.
* Retail & Lifestyle
Discounts – Exclusive savings on a range of brands.
* Flexible Pay Options –
Wagestream access for on-demand earnings.
* Apprenticeships: Learn while you earn with fully
supported development programmes.
* Anniversary Awards: Celebrate 3 and 5 years with
us in style!
Commitment
to Diversity & Inclusion
Wingstop UK
is committed to fostering a diverse and inclusive workplace. We believe in
equal opportunities and strive to create an environment where all
individuals feel valued, respected, and supported.
Should you
require any reasonable adjustments during the recruitment process, please let
us know and we are happy to accommodate your needs.
If you are a
driven and experienced IT leader looking to make an impact in a fast-growing,
award-winning business, we would love to hear from you.