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.
Purpose of Role
- Monitor the payment security system
- Running reports and merging the data into Excel Running
- Identify and monitor for fraudulent payments/withdrawals and taking appropriate actions
- Identify and monitor any promotion or bonus fraud /abuse and assess the impact on CC queues/workload.
- Monitor and investigate transactions via internal and external fraud prevention systems.
- Manage and resolve any disputes and chargeback claims
- Monitoring for any transactions from banned countries/territories
- Help investigating complex and sensitive Consumer related escalations, escalated in confidence by our Privacy Stakeholders
- Engage with customers on matters relating to fraud prevention and/or payments.
- Close liaison with other departments
Business Impact of this role
- Customer Care Departmental KPI’s relating to Response and Resolution time SL’s - we want to put things right for our Customers as quickly as possible.
- Chargebacks/Credit Abuse - we want the decisions the team makes to be both commercially and customer savvy
- Compensation CPO - we need to take responsibility for governing the processes we develop and the adherence of our Agents.
- Deliveroo is on a mission to transform the way the world thinks about food delivery. It’s not a chicken chow mein and a night on the sofa anymore, it’s your favourite local restaurant, it’s a dinner party, a date.
- We’re four 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 sink 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 200 cities.
- Our departmental opening hours at 8 am until 11.30pm and this is Monday to Sunday - you’ll be expected to shape your own hours around these times.
- Your contract will show 40 hours a week but be prepared to roll your sleeves up and dig deep to get shit done.
The ideal candidate will have :
- At least 1-2 years of experience in Fraud Prevention in an e-commerce environment and a good grasp of e-commerce fraud and tactics used by fraudsters to commit fraud.
- A good understanding of payment processes
- Extreme attention to detail – spotting small changes and things that “just don’t seem right” helps detect fraud
- Ability to multi-task – if only everything in life was smooth sailing!!
- Both analytical and strategic problem-solving skill set – successful fraud analysts are intrigued by complex situations rather than overwhelmed by them; they like to solve puzzles
- Trustworthiness – Deliveroo wants honest workers who are capable of handling sensitive personal information
- Computer competency – fraud analysts use technology to conduct research, correspond with Customers and Colleagues, leverage data, and monitor activity
- Creative ability to develop solutions that work, are user-friendly and are easy to maintain
- No problem working somewhat strange hours
- Flexible to travel both within the UK and overseas
- Passion for getting shit done - we’re always going to need help to champion doing the right thing for our Customers and Agents
Life at Deliveroo
We are a small 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.