Reporting into the Senior Global Operations Manager, you will be leading the Rider Support team, who are responsible for supporting our riders while they work with us. Your goal is to run an engaged and motivated team while redefining what good looks like.
We want to offer the best rider support in the industry. Deeply embedded within the operations processes of Deliveroo, Rider Support and Payments are central to our continued success through its impact on rider retention and rider satisfaction.
Work full time in the London Office, Monday - Friday, hybrid working policy 3 days in the office and 2 days at home.
Job Spec - Responsibilities
* You will be involved in executing large scale global projects related to how we provide our riders with best in class support and payment processing.
* As part of the Rider Services Centre you will work with the Global Operations team and local markets on projects that drive executional excellence, process improvements and new compliance initiatives.
* Manage the performance of our Rider Support team, identifying areas for improvement and delivering action plans to ensure that targets are achieved and we deliver the best support experience
* Identify and support on initiatives with internal stakeholders (e. g. Process, WFM, Quality) to transform performance across a wide range of KPIs e. g. (CSAT, SLA, AHT) and own performance improvement strategies where required
* Analyse root causes of operational issues and provide solutions.
* Day to day management of the processes that ensure our riders are supported.
* Prioritisation of personal workload, plus the workload of a large team.
* Foster an environment of progression and continuous improvement, both of our people and our processes.
* Lead, coordinate and develop a large team.
* Drive efficiencies in the team through cross training and performance management.
* Own communication with our key stakeholders, developing ways to communicate data in a clear and efficient format.
* Be the Rider advocate - our focus is not only on KPIs, but on being the voice of the riders to give them the best possible experience with Deliveroo.
* Have a real impact on key metrics in Rider Operations:
o Grade of Service
o Average handle time
o First contact resolution
o Improve quality scores
o Achieve optimal TP/person
o Ensure cross training processes in place
o Improve, define & track sickness and absence. Ensure policies and processes are place
Job Spec - Core competencies
* Team manager - we have a large team of people who support our riders and applicants, keep that group engaged, motivated and inspired.
* Adaptable Fixer - enthusiastic, flexible & adaptable with the ability to remove barriers & bottlenecks via facilitation, creativity & resourcefulness. Don t slavishly follow processes if they aren t right.
* Analytical and strategic able to think big as well as execute on-the-fly via understanding the dynamics of our business and the Rider Support team specifically.
* Inquisitive and forward-thinking - curious, thoughtful and happy to question the status-quo. Keeps pushing for further improvements.
* Knows how to prioritise - the ability to determine what needs immediate attention and is of the highest value, while keeping stakeholders informed.
* Effective communicator - needs to be able to explain complex processes to a range of stakeholders in a way that can paint a clear picture, helps us solve a problem, get executive support, or train new team members.
Requirements
* Google sheets
* Numerate, but doesn t need to be to analyst level - able to spot issues in data and is detail oriented, but also wants to work with people and can motivate a team
* Strong communicator - they need to be able to explain a process in a step by step way that it flows and makes sense to the listener/reader
* Previous Team Lead experience in a Contact Centre environment
* Working proficiency in a second language (French or Italian)
Nice to have
* SalesForce, Onfido or Zendesk experience
* Experience with identity documents
* Experience working in a high growth company, particularly a similar company to Deliveroo (Ubereat, Groillaz, etc) or customer support