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

The Partner Service Associate is responsible for supporting the Account Management team handling various admin tasks including restaurant queries and discussion of growth levers with restaurant partners. The work will be completed over the phone and via email. This role works especially closely with the Regional Account Management team, ensuring their efficiency and effectiveness in achieving the overall business objectives.

As Partner Service Associate, you will report to the Partner Service Manager. We are looking for an enthusiastic self starter who is confident at discussing various areas of the business with restaurant partners and someone who can take initiative and think on their feet when required. The right candidate will be hungry, ambitious and motivated to work within a fast moving environment. 

 

Responsibilities

  • Handle Restaurant support cases within the stipulated response time SLAs

  • Meet QA requirements for all administrative support - phone, email etc.

  • Act as a point of escalation for any concerns raised by our Restaurant partners

  • Champion better outcomes based on feedback from our Restaurant partners

  • Liaise regularly with the Account Management team to try to optimise performance at the best level and ensuring service levels are met

  • Engage with other Commercial team members to give feedback to improve processes

  • Actively participate in team meetings, projects etc as required.


 

Requirements

 

The skills, duties and other attributes required to excel as Partner Services Associate include the following:

  • 1-2 years experience in customer service 

  • Showcase good communication skills 

  • Good communication skills - positive, basic negotiation and comfortable at resolving disputes

  • Good command skills - willing to take unpopular stands if necessary

  • Ability to multitask, prioritise and work under pressure in a fast paced environment

  • Experience with Salesforce would be beneficial

  • Ability to work autonomously as well as within a team.

  • Mandarin and English speaking is preferred, but not essential

 

Benefits 

  • Become one of the key employees of a fast-growing, exciting startup changing the food delivery landscape

  • Open, respectful and fun company culture

  • BIG Friday lunches – Deliveroo'd to the office of course! 

  • Weekly Exercise class to counteract all the amazing food! 

  • Have a real impact on the company’s growth and evolution

  • Work with people who love what they do every day

 

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.

 

 

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