At a Glance
- Tasks: Lead process and policy improvements to enhance customer service and operational efficiency.
- Company: Join a leading global online delivery platform with a vibrant culture.
- Benefits: Competitive salary, inclusive environment, and opportunities for personal growth.
- Other info: Dynamic, fast-paced environment with a focus on diversity and inclusion.
- Why this job: Make a real impact on customer experience while working with top brands.
- Qualifications: Experience in customer service and proven leadership skills required.
The predicted salary is between 50000 - 60000 £ per year.
Ready for a challenge? We’re a leading global online delivery platform, and our vision is to empower everyday convenience. Whether it’s a Friday-night feast, a post-gym poke bowl, or grabbing some groceries, our tech platform connects tens of millions of customers with hundreds of thousands of restaurant, grocery and convenience partners across the globe.
About this role
An exciting opportunity to influence and evolve our customer service strategy and drive operational excellence, including process, policy and behavioural change. The focus is on making real life operational improvements to drive efficiencies for our customers, restaurant partners and our business. You will be accountable for our processes, policies and strategic roadmap delivering measurable KPI and experience improvements.
The role will include leading a team of process and policy specialists to deliver the pipeline of operational improvements needed to hit our annual KPI targets and longer term vision. You will work closely with Sales, AM’s, P&T, WFM and CS leadership teams to identify the priorities and then engage our Portfolio & Change specialists to ensure initiatives are prioritised and delivered into the Operation effectively. Strong stakeholder engagement is essential as you will be engaging with global cross functional leadership teams to provide regular updates and also shape what our strategy will look like.
The scope of work will vary from local CI opportunities to drive experience, quality, engagement and cost efficiencies through to larger strategic programmes & projects.
These are some of the key ingredients to the role:
- Recommend opportunities relating to our global policies and processes that guide agent interactions with our Customers, Restaurants, Grocery and Delivery Partners.
- Responsible for the input into the design of channel and contact strategy across all Lines of Business, including the use of technology and personalisation capabilities.
- Supports the embedding of a culture of continuous improvement through engagement and best practice sharing across all levels of the CS organisation.
- Proactively address problem areas and improve efficiencies meeting business goals and timelines with focus on optimising E2E journeys.
- Work closely with other JET teams (e.g. Product, Tech, delivery ops, Sales) covering all markets to ensure joined‑up policies and processes are developed and implemented in a consistent way with local market nuance where required.
- Use data and insights to help drive decision making and shape future priorities and opportunities.
- Lead a team of specialists - providing direction, support and growth opportunities, fostering a collaborative and high performance work environment within the team.
What will you bring to the table?
- CS experience is vital. Ideally within a tech based company.
- Proven ability to identify process improvement opportunities and fix them.
- People leader who is a champion of development and engagement.
- Analytical with experience using data to drive decision making.
- Able to take a lead and develop projects that cut across multiple departments.
- Will be able to command respect and be able to influence a range of stakeholders with a key focus on building effective and impactful working relationships.
- Must be able to blend strategy with pragmatism and flex according to situation and priorities.
- A base knowledge of business improvement and CI tools, techniques and approaches to coach and mentor a team.
At JET, this is on the menu: Our teams forge connections internally and work with some of the best‑known brands on the planet, giving us truly international impact in a dynamic environment. Fun, fast‑paced and supportive, the JET culture is about movement, growth and about celebrating every aspect of our JETers. Thanks to them we stay one step ahead of the competition.
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.
Are you ready to take your seat? Apply now!
Process and Policy Manager employer: 慨正橡扯
At Just Eat Takeaway.com, we pride ourselves on being a dynamic and inclusive employer that champions growth and development. Our vibrant work culture fosters collaboration and innovation, allowing you to make a real impact in the fast-paced world of online delivery. With opportunities for professional advancement and a commitment to diversity, you'll find a supportive environment where your contributions are valued and celebrated.
StudySmarter Expert Advice🤫
We think this is how you could land Process and Policy Manager
✨Tap into Consulting Networks
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✨Check for Temporary Roles on Niche Job Boards
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✨Leverage University and Alumni Resources
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We think you need these skills to ace Process and Policy Manager
Some tips for your application 🫡
Showcase Your Analytical Skills:In management consulting, employers love to see your problem-solving abilities right from the get-go. Be sure to highlight any relevant analytical projects you've worked on, particularly those that show how you tackled complex problems. If you’ve done any case studies or analysis during your studies, throw those in your CV!
Tailor Your Experience for the Role:Since this is a temporary position, your application should reflect your adaptability and relevant experience quite clearly. Focus on showcasing experiences that demonstrate your ability to hit the ground running, like previous projects, internships, or freelance gigs in consulting or project management.
Craft a Targeted Cover Letter:Your cover letter is your chance to sparkle! Use it to explain why you're interested in this temporary role at 慨正橡扯 and how your skills suit the specific project needs. Remember to mention how you can provide immediate value based on your past experiences.
Include Certifications or Relevant Training:If you've got any certifications like PMP, Six Sigma, or even coursework that’s super relevant, make sure to list those in your application. Management consulting can be competitive, and these extra qualifications can help you stand out in the recruitment process.
How to prepare for a job interview at 慨正橡扯
✨Prepare for Case Studies
In management consulting, case study interviews are a big deal. Expect to tackle real-world business problems on the spot. We should practise structuring our thoughts, developing hypotheses, and presenting our solutions clearly, as this is what firms like 慨正橡扯 will want to see.
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You’ll need to demonstrate strong analytical skills and logical reasoning. Brush up on frameworks like SWOT or Porter's Five Forces, as these can come in handy. Think of instances from your experience where you tackled a complex issue—this could set you apart when speaking to 慨正橡扯.
✨Highlight Your Adaptability
Since this is a temporary role, it's crucial we showcase our ability to hit the ground running. Have examples ready that illustrate how we've adapted quickly in past positions or projects. This shows that we can contribute effectively from day one at 慨正橡扯.
✨Be Ready to Discuss Cultural Fit
Temporary roles often come with a focus on team dynamics. Prepare to discuss how we align with the values and culture at 慨正橡扯. We want to highlight our teamwork experiences and how we can mesh with their consulting teams, making it clear that we're not just looking to fill a spot but to add value.
