Why Deliveroo?

When you first think about Deliveroo, you probably think of getting great food to your house in less than half an hour.  Awesome right? But behind the scenes is the real story. This story is one of high growth, huge challenges and an enormous opportunity ahead of us. It began with our founder Will, arriving in London over 5 years ago and finding it almost impossible to order great food, despite the wealth of incredible restaurants in the city.  Fast forward 5 years and we operate in 13 countries with over 50,000 riders who deliver orders from 50,000 restaurants in over 200 cities worldwide.

We want to be the definitive food company - the app you go to any time you have a hunger pang. We are transforming the way people think about food. We are providing people with limitless access to different cuisines and restaurants, turning cooking from a chore to a choice, and giving people the freedom to eat what they want, when they want, where they want it.

We work with riders, restaurants and consumers. We operate one of the most complex three sided marketplaces in the world and we do this in real time. Millions of customers and thousands of restaurants and riders rely on us to match them within milliseconds. The algorithms behind that marketplace are the secret sauce that allow us to deliver our orders in under 30 minutes.

 

And we’re just getting started

The scale of the opportunity ahead of us is immense. The global food market is valued at £7.7 trillion but only 1% of it is currently online. Contrast that with the digital disruption of countless other industries - from banking and travel to retail and communications - it’s clear that our journey in the food sector has only just begun.

We are already a multi-billion dollar company that is more than doubling in size every year.  Deliveroo came top in the FT’s’ list of Europe’s fastest growing 1000 companies in 2018, and we were the first company ever to win Deloitte’s ‘UK Top 50’ two years in a row. Yet most of the extraordinary value this company will generate lies ahead of us.

 

The Role

Deliveroo is looking for an innovative, bright, and enthusiastic individual to help build and lead our Global Learning and Development team. 

The ideal candidate will have hands-on experience leading and developing people; creating customer service training programs from scratch; be well versed in quality assurance practices and processes; have project management experience; know what it takes to build and maintain an awesome work culture, and love customer service more than chocolate (or any other vice). 

Reporting to the Global Head of Customer Care, this position requires a go-getter spirit, the ability to work independently, and experience working with and managing a remote group.  Because this is a shiny new role, we’re looking for someone an ability to have an immediate impact.  Our department is fast-paced and ever-changing so the right candidate will be energized by the challenge that this presents.  Got what it takes for the job?  Read on …

 

Responsibilities 

  • Put the customer at the center of everything we do
  • Develop and implement a strategic vision for the Learning and Development organization
  • Lead, manage, and develop a team dedicated to improving employee engagement, work culture, and supporting the learning and development philosophy
  • Take ownership of Customer Care training, policy and procedure, and quality teams locally, remotely, and through outsourced partnerships. 
  • Develop new innovative ways to incorporate learning and foster employee development within the Customer Care team
  • Work with our business partners to ensure we recruit, train, and on-board the right candidates for our contact centers
  • Introduce oversight for all Customer Care incentive and recognition programs
  • Be a champion for the brand voice by ensuring consistency across all customer touch points within Customer Care
  • Take responsibility for the design and implementation of a policy and procedure documentation process to ensure departmental consistency
  • Provide regular feedback to the Customer Care Leadership team on all learning and development topics

 

Requirements  

  • Bachelor’s degree required
  • 5-7 years managing trainers and/or quality teams
  • Experience with adult education a plus
  • Extensive experience working within a customer service centric atmosphere
  • Strong organizational skills and excellent follow-through
  • Experience in project management
  • Inspirational leader and motivator
  • Experience building, leading and mentoring a team
  • Strong leadership skills
  • Experience creating a scalable training curriculum
  • Strong analytical skills
  • Excellent communicator

 

Life at Deliveroo

We are a growing team, with very large impact, seeking to answer some of the most interesting questions out there. We move fast, we’re always looking for new ideas and we’re very transparent about the decisions we make and why we make them.

There are so many questions we need to answer and plenty more we haven’t even encountered. How do data and technology help restaurants to grow as consumer habits change? How can we predict what someone wants to order for dinner long before the idea has even crossed their mind? At Deliveroo these are just some of the tough problems we are solving - and there is no challenge that cannot be yours. No solution is owned by a particular team, which means the scope for growth and personal impact is enormous.

 

Benefits and Diversity

At Deliveroo we know that people are the heart of the business and we prioritise their welfare. We offer a wide range of competitive benefits in areas including health, family, finance, community, convenience, growth, time away and relocation.

In 2018 we announced our decision to give every employee equity in the company. We did this because we wanted all of our employees, regardless of location, level or role to be owners and because we believe that this is the right thing to do. We believe this helps build a culture where everyone is committed and able to share in the company’s success.

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-up’s around.

 

 

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