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.
- Responsibility for all 2nd Line Service Levels. These interactions are primarily across Social and Email.
- Engaging regularly with our Outsource Partners to understand, mitigate (where possible) and socialise and influence within Deliveroo any broader impacting issues.
- Using Operational Insights across all lines of business (Consumer, Rider, Restaurant and DFB) to shape ideas for Operational continuous improvement as well as socialising across Deliveroo Stakeholders broader ideas to influence continuous improvement at a Company level.
- Identifying across Customer Care at a global level where our profit protection processes and policies are impacting genuine customers and/or where they’re not fit to protect Deliveroo.
- Strong and credible understanding of contact drivers into the department (1st and 2nd Line) associated with profit protection and using this intelligence to drive continuous improvement activities across the rest of the business.
- To represent Customer Care relating to legally privileged cases relating to Information, Payments and Risk.
- Coaching and Development of Team Leaders and their associated Teams
- Engaging with HR on Team issues and ensuring that Company processes are adopted in a timely manner to support our people to success
- Providing OM and TL cover Monday to Sunday 8am until 11.30pm to ensure that we’re on hand if our Customers need any help. We work hard to put things right for our Customers.
- Driving Employee Engagement and Satisfaction across 2nd Line team (in collaboration with Learning and Engagement Manager)
- Ensuring timely recruitment to mitigate known and upcoming gaps in resource - we’re growing fast
- Identifying process opportunities to improve customer experience when their interactions are escalated (and working with SME CSM counterparts within CS to drive change). This will involve having a working understanding of the 1st Line processes that feed into our 2nd Line queues.
- Acting as SME for your lines of business - when our Stakeholders are considering changing part of a proposition they immediately think of engaging with you for contribution
- Working in partnership with Change team to impact assess incoming change associated to your lines of business
- Establish and maintaining relationships across the business aligned to your lines of business.
- Be present and vocal at every opportunity to ensure that Customer Care is championed every step of the way.
- Helping to shape Need to know communications, Knowledge base articles and refreshed macros that capture strong process compliance.
- Working with our QA team to use their insight to drive and motivate change.
- Influencing Stakeholders from across the business to drive and support Change and always think Customer.
- Using all of our communication tools i.e. Workplace to make sure that you’re actively contributing to discussions and decisions that may impact our Customers and Agents.
Business Impact of this role - KPI’s
- 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.
- CSAT - we want our Customers to recognise that we’ve done as much as we can to put things right.
- Agent ESAT - it’s important that our team feels engaged and motivated to do their very best
- Have a creative mind to identify potential challenges or new ways of improving the service we provide our customers.
- Set a clear mission and deploy strategies focused on our quarterly goals.
- Analyse statistics and compile accurate report. Capable to do root cause problem solving and has a good understanding of overall team performance.
- Improve customer service experience, create engaged customers and facilitate organic growth.
The ideal candidate will have :
- Proven experience managing a Customer Care team at Leadership level - Minimum 3 years work experience in a managing role
- Experience of working with offshore suppliers, preferably in the Philippines.
- Experience of coaching, mentoring and performance managing people - at Deliveroo our People are Rock Stars and we want to nurture and develop our people to success.
- Strong Stakeholder management – we’re always going to need help to champion things for our Customers and Agents.
- Data driven to identify opportunities and use to influence change upwards - you need to be inquisitive.
- Ability to multi-task. If only everything in life was smooth sailing!!
- Extreme attention to detail.
- Empathy towards customers.
- Passion for getting things done.
- No problem working somewhat strange hours (exceptional basis).
- Flexible to travel both within the UK and overseas.
- Excellent knowledge of management methods and techniques.
- Proficiency in English is a must.
- Ability to think strategically and to lead.
- Strong customer and communication skills.
- Advanced troubleshooting and multi-tasking skills.
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.