Head of Customer Service - Netherlands

Ready for a challenge?

Just Eat Takeaway.com is a leading global online delivery platform focused on empowering everyday convenience.

About this role

As Head of Customer Service Netherlands, you will lead a team of 100 colleagues to deliver excellent service across the country. Working from the Enschede office with a hybrid setup, you will collaborate with the Dutch Leadership and Central teams to drive excellence. By leading, delivering, and caring, you will empower your team to develop while helping maintain the company’s position as a leading delivery platform in the Netherlands.

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 work in a dynamic international environment with strong internal collaboration.

The culture is fun, fast-paced, and supportive, with a focus on growth, helping one another succeed, celebrating wins, and building a customer-first mindset.