Customer Service Team Leader

At JET, we are passionate about our people. Providing an outstanding place to work that is safe, diverse and inclusive has helped us to achieve a culture of greatness. We are proud to have crafted an environment where everyone can bring their true authentic self to work every single day! Our core values are "Lead", "Deliver"and "Care" and we positively demonstrate this as we strive for service excellence at every opportunity!

The Opportunity

We are currently looking to strengthen our team leader group and are seeking an outstanding leader who can

• Lead by example and  get stuck in

• Cares about the quality of their interactions

• Deliver results through positivity, encouragement and mentoring.

• Champion success and celebrate results, setting clear objectives and measures to track performance across the team

• Want to bring their best self to the table every day

Important - due to the nature of our business you will work a shift pattern with unsociable hours and you will be required to work evenings and weekend shifts on a regular basis. Our recruitment team will discuss this in more detail with you as part of the recruitment process.

Key Responsibilities

• Team Leadership & People Management
  Lead, supervise, and support a team of Customer Service Advisors on a day-to-day basis. Monitor attendance, manage shift coverage, and take timely action to resolve any people or performance issues as they arise. Create an inclusive, safe, and collaborative team environment where feedback is welcomed and people feel empowered to do their best work.

• Operational Excellence
  Ensure shifts run smoothly and efficiently, acting as the first point of escalation for complex or sensitive customer and partner cases. Maintain a strong working knowledge of internal processes, policies, and systems to provide accurate guidance and subject matter expertise to the team at all times.

• Performance Management & Coaching
  Proactively monitor individual and team performance against KPIs and service level targets. Provide regular, constructive coaching and feedback, identify performance gaps early, and develop clear improvement plans with structured follow-through to resolution.

• Communication & Engagement
  Keep the team informed of expectations, process changes, and relevant business updates in a clear and timely way. Facilitate regular team meetings as an open forum for two-way communication, knowledge sharing, and alignment.

• Partner Operations
  Support the end-to-end onboarding of new restaurant and retail partners onto the platform, coordinating documentation, verification, KYC and compliance checks, and activation steps. Oversee ongoing partner data management, including ownership changes, bank account updates, and master data maintenance, ensuring accuracy and compliance throughout.

• Back Office & Administrative Processes
  Manage administrative partner processes including production cost reimbursements, credit notes, and refunds in line with internal policies and approval frameworks. Handle requests from authorities with accuracy, confidentiality, and within required timelines.

• Process Improvement
  Continuously review and improve operational processes across both Live and Back Operations to drive efficiency, quality, and compliance. Monitor process adherence, identify recurring risks or issues, and implement corrective and preventive actions in collaboration with relevant stakeholders.

• Cross-functional Collaboration
  Work closely with teams across Live Operations, Back Operations, Sales, Finance, Legal, Compliance, and Quality to ensure a consistent and high-quality experience for customers and partners alike.

Your Profile & Experience

• 2+ year previous experience in a people manager / team leader role is desirable—ideally within a customer services environment

• Highly motivated with skills to develop and coach team members to achieve performance expectations

• Able to perform well under pressure and in a busy contact centre setting and follow through on items to completion

• Strong communication skills, both written and verbal

• Ability to lead a team in multi-tasking, prioritization, and meeting timelines on deliverables

• Willingness to work a flexible shift pattern

• Passionate about delivering consistently brilliant customer service and takes pride in delivering great experiences

• Ownership and accountability is critical

• Team player who wants to contribute to creating an inclusive, safe and fun environment and culture for your team

• Keen attention to detail 

• Professional, respectful and courteous at all times to customers, restaurant partners and team members - will be a role model of our JET values

• Expert at resolving customer problems, complaints and escalations to smoothly and efficiently resolve issues and conflicts

Why work at Just Eat Takeaway.com? 

Just Eat Takeaway.com is a leading global online food delivery marketplace headquartered in Amsterdam and listed on the London Stock Exchange. 

We've built our business on having the widest choice available on our platform – connecting millions of customers with over 205,000 restaurants across 24 countries - with over 100 different cuisines from local independents to globally famous restaurants, available to order via our app and website. 

We provide the platform and tools to help independent restaurants move online and reach a significantly broader customer base – to generate increased orders and grow their businesses. We also provide the insights, advice, and support our growing community needs to satisfy customers and help raise standards across a vibrant takeaway sector.

We’re built to deliver behind the scenes too. To make Just Eat Takeaway.com the great company it is, it takes a great team of people. Which is why all of our colleagues are welcomed into a diverse and inclusive workplace where they feel they can belong. We're passionate about nurturing our people and offer a full programme of training and support to our employees – helping them to develop their careers in a way that suits them. 

No matter who you are, what you look like, who you love, where you are from, religious beliefs or takeaway preferences you could find your place at Just Eat Takeaway.com.  We’re a diverse and inclusive workplace that promotes a sense of belonging, allowing all of our people to bring their most colourful and complex selves to work every day.