Head of Customer Service - Netherlands

About This Role

As the Head of Customer Service Netherlands, you will lead a team of 100 colleagues to deliver perfect service across the country. Based in the Enschede office with a hybrid setup, you will collaborate with 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

Responsibilities

• 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.

Qualifications

• 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.

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.

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