ABOUT DELIVEROO

Deliveroo is on a mission to transform the way the world thinks about food delivery. It’s not a chow mein market and a night on the sofa anymore, it’s your favourite local restaurant, it’s a dinner party, a date.

We’re five years in, and along the way our team have taken hundreds of ideas from brainstorms to global rollouts, like Deliveroo Editions bespoke kitchens designed to host a locally curated selection of restaurants. Editions are our solution to ensuring that our customers have access to the best of the food scene, no matter where they live.

And that’s just what we’re like at Deliveroo, no compromise allowed and lots of food inspired challenges to get your teeth into. Out of the box thinking is actively encouraged and we move quickly to make great ideas happen. We’re energetic, fast-paced and blow off steam with free for all Friday lunches.

It’s a formula that’s working too we’re bringing great food to customers in 12 countries and over 200 cities.

 

THE ROLE

Customer Service is the cornerstone of Deliveroo. Although our business is 100% automated, things do break and for our Customers this means that them receiving great quality food can be impacted – not good! We need to ensure that if we let customers down they are dealt with in a proactive manner and ensure we look to fix the problem from re-occurring for other Customers. This is where you come in! You’ll be championing our Customers as well as supporting our drivers and restaurants to deliver great quality local food to a very hungry public. We’re looking for an awesome individual who isn’t afraid to roll their sleeves up and who isn’t afraid of some hard work.

As a Team Leader you will be responsible for supervising the team on a day to day basis, ensuring that customer queries are handled efficiently and effectively via both phone and email. You will manage and develop the team proactively to ensure OKRs are on track at all times. You communicate appropriately with other Team Leaders and Operations Managers to ensure that we are adequately staffed and that any issues are escalated to the right person.

 

RESPONSIBILITIES 

  • Manage Centre performance throughout the shift, ensuring workloads, resources and staff are effectively managed.
  • Ensure on-shift agents are kept up to date with issues and trends and cascade communications across the teams as appropriate.
  • Act as an escalation point for customer issues.
  • Champion a culture that demonstrates emotional engagement and empathy.
  • As a Deliveroo Ambassador, embrace the Deliveroo values in all areas.
  • Daily technical health check for agents’ workstations.
  • Conducting 1-1 catch ups with the members of your team regularly.
  • Monitoring the overall lateness and absence rates of your team members and conducting performance/conduct reviews where necessary.

 

 REQUIREMENTS

  • Experience of effectively leading and training teams.
  • Experience of working effectively in a team.
  • Evidence of taking responsibility.
  • Willingness to take responsibility.
  • Customer Service systems knowledge is a plus.
  • Proven ability to work in a very dynamic, fast-paced entrepreneurial organisation from your own initiative.
  • Strong planning and organizational skills as well as attention to detail.
  • Proven ability to achieve numerous goals in a timely manner, exercising good judgment and sound decision-making skills.

We believe a great workplace is one that represents the world we live in and how beautifully diverse it can be. That means we have no judgement when it comes to any one of the things that make you who you are - your gender, race, sexuality, religion or a secret aversion to coriander. All you need is a passion for (most) food and a desire to be part of one of the fastest growing start ups around.

Apply for this Job
* Required
(Optional)
Almost there! Review your information then click 'Submit Application' to apply.

File   X
File   X
+ Add Another


U.S. Equal Opportunity Employment Information (Completion is voluntary)

Individuals seeking employment at Deliveroo are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements.

Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.


Form CC-305

OMB Control Number 1250-0005

Expires 1/31/2020

Voluntary Self-Identification of Disability

Why are you being asked to complete this form?

Because we do business with the government, we must reach out to, hire, and provide equal opportunity to qualified people with disabilities1. To help us measure how well we are doing, we are asking you to tell us if you have a disability or if you ever had a disability. Completing this form is voluntary, but we hope that you will choose to fill it out. If you are applying for a job, any answer you give will be kept private and will not be used against you in any way.

If you already work for us, your answer will not be used against you in any way. Because a person may become disabled at any time, we are required to ask all of our employees to update their information every five years. You may voluntarily self-identify as having a disability on this form without fear of any punishment because you did not identify as having a disability earlier.

How do I know if I have a disability?

You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition.

Disabilities include, but are not limited to:

  • Blindness
  • Deafness
  • Cancer
  • Diabetes
  • Epilepsy
  • Autism
  • Cerebral palsy
  • HIV/AIDS
  • Schizophrenia
  • Muscular dystrophy
  • Bipolar disorder
  • Major depression
  • Multiple sclerosis (MS)
  • Missing limbs or partially missing limbs
  • Post-traumatic stress disorder (PTSD)
  • Obsessive compulsive disorder
  • Impairments requiring the use of a wheelchair
  • Intellectual disability (previously called mental retardation)
Reasonable Accommodation Notice

Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.

1Section 503 of the Rehabilitation Act of 1973, as amended. For more information about this form or the equal employment obligations of Federal contractors, visit the U.S. Department of Labor's Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.