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Head of Customer Service Operations (BE/LU)

Just Eat Takeaway.com -
Bruxelles

Soumettre votre candidature

Détails de l'emploi

Temps plein

Qualifications

Français
Service client
Compétences en communication

Description complète du poste

Ready for a Challenge?
Then Just Eat Takeaway.com might be the place for you. We’re a leading global online food delivery platform, and our vision is to empower everyday convenience. Whether it’s a Friday-night feast, a post-gym poke bowl, or grabbing some groceries, our tech platform connects tens of millions of customers with hundreds of thousands of restaurant, grocery, and convenience partners across the globe.

About this role
As our Head of Customer Service Belgium/Luxembourg, you’re accountable for delivering perfect service to customers and partners in Belgium/Luxembourg. To make this happen, you connect to other departments in Brussels and other parts of the world, including our Central CS team, paving the way for your team to collaborate effectively and continuously improve the service standard.

You are part of the European Customer Service team by reporting directly to the Director of CS Europe, as well as being part of the Belgium Leadership team with a strong connection to the Country Director of BeLux.

Your team consists of around 50 colleagues, based in Brussels and remotely. You’re responsible for working with Operational Managers and Team Leads for the various areas in Customer Service, such as Front Office, Data Entry, and KYC. As a skilled manager, you lead by example and empower your team members to develop and grow by giving clear direction and transparency.

These are some of the key components to the position:

Setting and executing the Customer Service strategy, aligned with country priorities and budget, as well as central direction.
Ensuring excellent day-to-day operations, including smooth delivery flows, SLA compliance, and high customer and partner satisfaction.
Driving continuous improvement of processes, workflows, and team performance.
Leading, developing, and optimising team performance, including close alignment with Workforce Management on staffing and planning.
Owning financial performance, including budget planning, tracking, and delivery of targets.
Acting as a key member of the local Leadership Team, collaborating cross-functionally to improve overall business performance and help increase the commercial footprint over the overall performance of Belgium and Luxembourg.
Leading and contributing to local and cross-border projects, ensuring strong collaboration and implementation of new processes.
Providing insights and recommendations to the Customer Services Director and central teams.

What will you bring to the team?

Proven management experience, including working with similar-sized teams in a fast-moving environment.
Knowledge of the Customer Service industry and preferably also other teams.
A structured, analytical, and highly organised approach to your work.
Commercial experience to help increase overall performance.
Experience in monitoring and delivering against budgets and managing a P&L. Project management experience, including cross-functional project management.
A confident demeanour, highly motivated and assertive, with a hands-on mentality.
Excellent communication skills and a supportive approach to your team, especially in a dynamic environment.
Perfect knowledge of Dutch, French, and English.
Able to support on weekends or evenings since our order peaks are on evenings and weekends (our CS Center is open Mon-Sun).

At JET, this is how we play
Our teams forge connections internally and work with some of the best-known brands on the planet, giving us truly international impact in a dynamic environment. Being the best at what we do isn’t just about delivering on our strategy. It's a competition for something incredibly valuable – our customers' choice. Every time a customer decides where to order, they're picking a side. At the heart of the JET Customer League are our values and behaviours. They guide every interaction, every decision, every innovation. These are the actions we need to perform consistently and brilliantly, to surpass the competition and earn our customers’ loyalty, again and again. Fun, fast-paced, and supportive, the JET culture is about movement, growth, helping one another to succeed and celebrating wins. By truly living our values and embodying our behaviours, we’re building a customer-first culture which enables us to stay one step ahead of the competition.

Inclusion, Diversity & Belonging
No matter who you are, what you look like, who you love, or where you are from, you can find your place at Just Eat Takeaway.com. We’re committed to creating an inclusive culture, encouraging diversity of people and thinking, in which all employees feel they truly belong and can bring their most colourful selves to work every day.

What else is cooking?
Want to know more about our JETers, culture or company? Have a look at our career site where you can find people's stories, blogs, podcasts and more JET morsels.

Are you ready to take your seat?

Apply now!

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