Ph3Overview /h3 pbReady for a Challenge? /b 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. /p h3About this role /h3 pAs 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. /p pYou 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. /p pYour 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. /p h3Responsibilities /h3 ul liSetting and executing the Customer Service strategy, aligned with country priorities and budget, as well as central direction. /li liEnsuring excellent day-to-day operations, including smooth delivery flows, SLA compliance, and high customer and partner satisfaction. /li liDriving continuous improvement of processes, workflows, and team performance. /li liLeading, developing, and optimising team performance, including close alignment with Workforce Management on staffing and planning. /li liOwning financial performance, including budget planning, tracking, and delivery of targets. /li liActing 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. /li liLeading and contributing to local and cross-border projects, ensuring strong collaboration and implementation of new processes. /li liProviding insights and recommendations to the Customer Services Director and central teams. /li /ul h3What will you bring to the team? /h3 ul liProven management experience, including working with similar-sized teams in a fast-moving environment. /li liKnowledge of the Customer Service industry and preferably also other teams. /li liA structured, analytical, and highly organised approach to your work. /li liCommercial experience to help increase overall performance. /li liExperience in monitoring and delivering against budgets and managing a PL. Project management experience, including cross-functional project management. /li liA confident demeanour, highly motivated and assertive, with a hands-on mentality. /li liExcellent communication skills and a supportive approach to your team, especially in a dynamic environment. /li liPerfect knowledge of Dutch, French, and English. /li liAble to support on weekends or evenings since our order peaks are on evenings and weekends (our CS Center is open Mon-Sun). /li /ul /p #J-18808-Ljbffr