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.
Deliveroo is looking for a highly motivated and positive individual with deep experience in managing and developing the overall performance of Business Process Outsource partners. The Head of Customer Service reports directly to the Global Head of Partners Operations. This position is responsible for the delivery of great customer service by driving the performance by holding specific Customer Care BPO partners accountable. The Head of Customer Service is also accountable for internal stakeholder management and ensuring strong communication between Customer Care and other Deliveroo teams.
Strategic Planning - Participate in Strategic and Operational Planning and execute on these plans to achieve and enhance profitability, productivity and efficiency throughout the BPO Customer Care Operations. Collaborate to ensure that Customer Care operational goals / priorities are aligned with all functions:
- Workforce Management
- Learning, Development & Performance
- IT and Telecom
- Finance / KPI’s
Partner Management - Direct, develop, oversee and assess total job performance of the partners. This includes but is not limited to, developing specific Partner / location service improvement plans, meetings, proactive communications and support to ensure their effective delivery of all KPI’s outlined in the Statement of Work and report evaluation for performance trends through scorecards, continuous improvement and reviewed in a flexible but thorough governance framework.
Analysis and Reporting - Create and manage statistical reports as well as process improvements that can meet and exceed performance targets. Be an active leader and/or participant on system/process projects representing the voice of the partner, voice of the customer and voice of the teammate. Proactively analyse, develop and utilise tools to achieve overall department success.
Financial – Achieve operational goals within budget by managing and controlling all variable and fixed expenses through the utilisation of effective tools/methods that enhance the outsourcers performance.
Role Model - Be a real ambassador for Deliveroo, a role model of our values, encouraging and enabling best practice, and supporting us to improve procedures. As well as keeping in regular contact with the partner, work closely with colleagues in other Deliveroo teams, including Learning & Development, Workforce Management, Strategy, BI and IT / Product, to optimise operational delivery and ensure performance targets are met.
Knowledge & Engagement - Encourage feedback from the team, dealing with any issues affecting their performance. Building their knowledge of the Deliveroo business and bringing ideas to maintain employee engagement. Collaborate with the Partner to implement recognition programmes and awards. In short, make sure that everyone has everything they need to do a great job.
Security & Compliance - Understand the security and compliance requirements within the Service Agreement, completing initial and regular contractual risk assessments within required timescales, driving action to close all gaps and ensuring all requirements are met. Lead a business culture where data protection, security and prevention of fraud is a top priority for all job roles within your area, driving full operational compliance with all policies.
Stakeholder Management - Manage stakeholder expectations and communication. Work collaboratively with other teams to drive the performance of Customer Care. Actively engage in the local leadership team, while supporting growth in the market.
- Business Process Outsourcing (BPO) experience is essential.
- Ability to build strong rapport with both Partner teams and Deliveroo colleagues.
- Coach and develop direct reports towards achieving their goals.
- The ability to communicate partner requirements to the team, with a clear, positive and customer focused message.
- An excellent understanding of contact centre operations, metrics and pricing structures.
- Experience and knowledge of a fast paced, peak period focussed, hyper growth startup industry is desirable.
- Strong influencing and negotiation skills.
- Ability to drive high performance against all KPI.
- Capability to create business critical reports on time and ensure this includes meaningful and relevant information and commentary.
- Solid analytical skills which result in sound decisions, solutions and recommendations.
- Project Management / Six Sigma experience considered an asset.
- Stay abreast of industry standards, monitors and reviews best practices, and makes changes as necessary.