Head of Customer Service: France
We're looking for a customer service expert who can combine people management with optimizing processes, ensuring customer satisfaction across France. Ready for the challenge?
With more than 50 million active users worldwide, Just Eat Takeaway.com is first-choice for foodies from Berlin to Brisbane. With over 200,000 restaurants in 24 countries on our roster, we have everything from perfect pizzas to superb sushi.
Our global growth relies on customer satisfaction, ensuring that any issues which arise are handled quickly and effectively. That's the focus of our expert Customer Service teams.
As our Head of Customer Service: France, you're responsible for delivering perfect service to customers and partner restaurants in France. Additionally, you connect to other departments and our Amsterdam HQ, paving the way for your team to collaborate effectively and continuously develop.
Your team consists of 150-200 colleagues, based in Brussels. You're responsible for working with team leads for the various areas in Customer Service, such as Quality Specialists and Operations Support Specialists. As a skilled manager, you help employees develop through regular feedback sessions and act as their contact point for any questions.
Leading our customer service for the region also involves:
Observing and analysing processes, workflows and day-to-day activities, including through reports
Ensuring excellent support in all areas, with a continuous focus on customer satisfaction and compliance with SLAs
Setting and tracking financial goals and planning annual budgets
Making sure that any deliveries involving our couriers and dispatchers run smoothly, keeping track of orders and intervening when necessary
Working closely and maintaining good relationships with other departments
Reporting your insights and improvement ideas to our Customer Services Director in Amsterdam
Ensuring cross-border cooperation and the deployment of new processes
Supporting optimal personnel deployment and shift planning
Promoting team-building activities to keep employees satisfied and motivated
Here is the profile we need from our Head of Customer Service:
5+ years' management experience, including working with large teams (100+ employees)
In-depth knowledge of the customer service industry
A structured, analytical and highly-organised approach to your work
A confident demeanour and assertiveness, with a hands-on mentality
Excellent communication skills and a supportive approach to your team, especially in stressful situations
Confident using MS Office and Google Drive programs
Willing to travel as part of the job
Perfect French (written & spoken) and fluent English
Able to support on weekends or evenings in exceptional circumstances (our CS Center is open Mon-Sun from 09:00-00:00)
When you join us at Just Eat Takeaway.com, these great rewards are on the menu:
A varied and impactful CS role, leading CS for our growing French brand (just-eat.fr)
The opportunity to lead 150+ talented team members
A dynamic, friendly workplace in the heart of Brussels (when you're in the office)
26 days of holiday per year
A pension plan
Budget for internal & external training and conferences
Working from home allowance & a budget for ordering lunches