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Policy & Process Manager

Job Title: Policy & Process Manager
Contract Type: Permanent
Location: London
Salary: Not Specified
Reference: WRT-2021-02-19-265FE41125D6
Job Published: March 02, 2021 11:54

Job Description

Job Description

This is a great opportunity to shape a brand new Customer Services operation from scratch. In 2021 we will be redesigning our entire operation and we need 2 Managers to help us get the best solutions for our customers and restaurant partners. You will be in charge of defined parts of our CS operation (either front or office) and you'll be asked to own all policies and processes related to these areas, ensuring they're constantly under review and proactively looking for ways to improve efficiency and customer outcomes. You'll have to work very closely with our Product, Tech, Data and Sales colleagues in particular as Customer Services sits in the middle of many cross-functional processes. Therefore the ability to build good relationships and influence outside of your specific area of accountability is really important. 2021 is a big year of transformation for JET Customer Services as we bring in new policies, process, technology and insourced agent teams. This role will cover our UK and Australian operations and will involve regular communication with our Sydney office,

  • Keep clear policy and process details on all aspects of their defined area with CS, being the "go-to" person for any stakeholder.

  • Responsible for UK JE and Australia/NZ Menulog processes & policies relating to focus area.

  • Produces annual development plans for their area, using insight and business cases to drive prioritisation.

  • Takes the lead for CS in x-functional steerco and working groups concerning their focus area of CS operation.

Candidate Description

  • Customer Service experience required, ideally in an operations or tech setting.

  • Strong analytical abilities and a "process" mindset, comfortable with process mapping and gap analysis.

  • Strong influencing skills and evidence of driving improvement metrics through a cross-functional setting, ideally with Product or Tech specialists.

  • Bias to action; this role is all about making tangible improvements for customers and restaurants, so we're looking for proven ability to deliver real change in your current and previous jobs.