Team Leader

Competitive | Borehamwood

Full & Part Time hours available, between Monday - Saturday, 8am - 10pm. The role Be part of our evolution as we light a rocket underneath our global operations capability to go from good to truly brilliant service. Join an incredible team as we redefine what, how and where we provide service globally. Leverage agile teams, cutting edge tech and your skills to make it happen. In this role, you will be part of the team that delivers service for our largest country, serving the majority of JUST EAT consumers and partners. It’s big and it’s critical to our success. This role will be responsible for our external teams who engage with customers and restaurants on a daily basis. You’ll need to get your hands dirty, think operationally and drive excellence across your vendors. We’ll challenge you to work harder and better than you have before, generate excitement and urgency in your teams, and deliver. You anticipate how decisions are made, continuously explore and uncover our business needs, you will also have experience in outsourcing and vendor management. Key Responsibilities • Deliver results via your team and understand challenges to performance • Manage a large and diverse team in an environment of change • Understand how to manage and motivate a team of agents to performance excellence • Control and resolve all escalation queries within SLA • Liaise with other departments as required to solve issues - tech, HR and otherwise • Build and maintain relationships with 3rd party delivery providers • Manage shift and performance of your team in line with policy • Reporting and SLA management delivered in a timely manner to the WL Ops manager • Liaise with compliance and legal departments as required Candidate Profile • Builds and steers high performing teams by setting and aligning them to a clear and concise set of shared goals • Intolerant of mediocrity and build a culture of performance and accountability in their teams • Troubleshoot and resolve escalated queries in a quick and effective manner. • Understanding of customer relationship and ticketing technology • Comfortable working in an environment of change / Fast paced environments with multiple stakeholders • Is passionate about providing unparalleled levels of customer service via a large and diverse team. • Demonstrated ability to manage detail and establish root cause in line with continuous improvement. • Proven ability to use a wide range of data, information and experience to create positive outcomes for the business • Thinks big and has a strong bias for action • Leads and effortlessly navigates change, thriving within a flexible and agile environment • Acts on opportunities, generates new ideas and acts even in ambiguous situations • Communicates updates, plans and progress in an engaging way across a diverse set of stakeholders • Knowledge of regulation on food and business rules • Ability to deal with critical risk and brand damaging items in the escalations queue • Strong communication and ability to relay complicated situations to a group of tier 2 agents Personal characteristics • Leadership and influencing skills with stakeholders and team • Strong decision-maker • People and performance management skills • Numerate and data driven • Self-awareness and emotional maturity Why work at Just Eat? Hello, we're Just Eat – a leading, global hybrid marketplace for online food delivery. We provide over 26 million customers with an easy and secure way to choose, order and pay for their favourite food from 100,000+ Restaurant Partners in 12 markets around the world. We've built our business on having the widest choice available on our platform – 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 the great company it is takes a great team of people. Which is why all our Just Eaters can rely on a diverse and inclusive workplace where they feel they can belong – allowing everyone to bring their most colourful selves to work every day. We're passionate about nurturing our people, and offer a full programme of training and support to all of our employees – helping them develop their careers in a way that suits them. Since 2001 Just Eat has grown from an ambitious crew of 15 founded in Denmark, to a global team of more than 3,600 people today – all focused on our brand vision: Serving the world's greatest menu. Brilliantly. It’s what we do. A vision guided by our five GREAT brand values: Get it done, Razor sharp, Evolution at pace, Ambitious appetite, and Together we win… all of which give you a strong hint as to how we do it too. They’re also the backbone of our open culture. A culture where all our employees, from all different backgrounds, speaking all sorts of languages, reflect our inclusivity and our brand’s global audience and outlook. It’s why we’re always looking out for smart, driven, and dedicated people to bring their experience, expertise and enthusiasm to our global team. People who want to share ideas, try new things, and bring their own bit of brilliance to the Just Eat table. Bon appetit! 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. 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. How do I apply? Please apply via Workday, by clicking APPLY below