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Customer Service Advisor

Full & Part Time hours available between Monday to Sunday, 8am - 10pm!

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.

You must be ready to challenge yourself to manage the escalated queries and ability to self manage in order to reach a satisfactory resolution.

 

Key Responsibilities

            •           Manage escalated contact as required by our vendors and as per consumer or restaurant demand

            •           Work to individual and team SLA’s to maintain service level and ensure we respond to our customers and restaurant base in a timely manner

            •           Inform and relay real time issues to management as they are reported by customer and restaurant estate

            •           Understand compliance and tech rules in line with legislation changes

            •           Have the ability to analyse the root cause of issues and escalations

            •           Manage and feedback to your managers based on repeat and excessive escalation contact

            •           Resolve issues first time within expected service guidelines

            •           Display exemplary service to our estate and 3rd party providers

Candidate Profile

 

 

            •           Listening skills and empathy / soft skills

            •           Time keeping and punctuality

            •           Troubleshoot escalated queries in a quick and effective manner.

            •           Understanding of customer relationship and ticketing technology

            •           Ability to work independently and resolve queries as per process

            •           Comfortable working in an environment of change / Fast paced

            •           Demonstrated ability to manage detail and establish root cause.

            •           Passionate about customer / restaurant experience

            •           Thinks big and has a strong bias for action

            •           Demonstrated problem solving capability.

            •           Is passionate about providing unparalleled levels of customer service.

            •           Demonstrated ability to manage detail and establish root cause.

            •           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

            •           Strong written skills and ability to communicate complicated responses to critical queries

            •           Attention to detail on data entry issues and ability to assist our restaurants on their listing as required

            •           Will search for the correct response irrespective of the department in order to make sure our restaurant partner receives a timely response

            •           Manage replies from departments such as finance and sales on invoice and or new sign queries

            •           Feedback tour vendor partners on issues related to data entry.

 

 

 

Personal characteristics

            •           Service department and customer experience desired

            •           Detail orientation, good listening skills and problem solving skills - strong initiative and service-minded

            •           Organised and detail oriented - target orientated/results driven

            •           Problem solving skills

            •           Excellent spoken and written skills with the ability to communicate at all levels of the stakeholder and business spectrum

 

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.