Head of Customer Service - Netherlands

Ready for a challenge?

Then Just Eat Takeaway.com might be the place for you. 

We’re a leading global online 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 Netherlands, you will lead a team of 100 colleagues to deliver perfect service across the country. Based in our Enschede office with a hybrid setup, you will collaborate with our Dutch Leadership and Central teams to drive excellence. By embodying our values to lead, deliver, and care, you will empower your team to develop while ensuring we remain the best delivery platform in the Netherlands. 

Location: Amsterdam office, Netherlands (Hybrid) with some travel to our Enschede De Ruyterlaan Office. Reporting to: Director of Customer Service EU

These are some of the key components to the position:

• Drive excellence by ensuring high-quality support and compliance with Service Level Agreements (SLAs) across all areas. 

• Lead and empower a large operational team, providing clear direction to help individuals grow and succeed. 

• Analyze and optimize workflows and daily activities to continuously improve the customer experience. 

• Collaborate with Workforce Management to support optimal personnel deployment and effective shift planning. 

• Manage financial goals, annual budgets, and Profit and Loss (P&L) performance for the department. 

• Partner with the local leadership team to improve commercial results and overall efficiency for Thuisbezorgd.nl. 

• Drive cross-functional projects and implement new processes to ensure seamless cross-border cooperation. 

What will you bring to the team?

• Proven leadership experience managing large teams within a fast-paced, dynamic environment. 

• A structured and analytical mindset with a strong commitment to achieving operational and financial goals. 

• Exceptional communication skills with the ability to act responsibly and supportively toward your team. 

• Experience managing cross-functional projects and complex budgets to drive business impact. 

• A hands-on mentality and the confidence to lead through change and innovation. 

• Full professional proficiency in both Dutch and English is required for this role. 

• Flexibility to support the team during peak times, including evenings and weekends. 

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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