Courier Experience & Operations Coordinator

About the role

Join Just Eat Takeaway’s Operations team as a Courier Experience & Operations Coordinator. You will act as the primary anchor for the end‑to‑end courier lifecycle, ensuring operational excellence and a stable service for our fleet.

Key responsibilities

• Execute the standardized courier journey from onboarding to off‑boarding following global frameworks.
• Monitor local fleet capacity and implement recruitment plans directed by the Head of Operations.
• Track courier KPIs, identify under‑performance and launch improvement plans.
• Gather data and performance highlights for Monthly Business Reviews.
• Inform couriers of system changes and resolve first‑level grievances.
• Monitor weather forecasts and relay critical information to Leads and Planners.
• Maintain the Courier Knowledge Base for accurate, accessible information.
• Supervise couriers and Captains, driving excellence through feedback and collaboration.
• Analyze fleet health via Peakon reviews to continuously improve the courier experience.

Required profile

• Proven experience coordinating logistics, last‑mile delivery, or retail operations.
• Strong data literacy with the ability to navigate Excel and dashboards.
• Disciplined process mindset while adapting to local nuances.
• Basic understanding of local delivery regulations and employment rules.
• Clear verbal and written communication skills for a decentralized workforce.
• Highly motivated to achieve goals and maintain fleet stability.
• Commitment to supporting internal teams and external courier partners.

Required skills

• Excel