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.
As a Restaurant Onboarding Associate, you’ll be responsible for getting our new restaurants set up on Deliveroo. Once a restaurant has agreed to partner with us, you’ll own the relationship until they’re live and ready to be passed on to our Account Management team. This will include retrieving onboarding details, uploading them to our systems, helping them to get set up and handling any issues they have around launch.
This role is a great opportunity to experience the operations of high growth startup, playing a key part of our new business processes. You’ll work cross-functionally with our Sales, Partner Services and Account Management team to ensure our new restaurants can seamlessly transition into their partnership with Deliveroo.
You will demonstrate an unwavering commitment to service excellence, always improve the Deliveroo experience by removing sources of dissatisfaction and ensuring our partners leave your conversation satisfied.
Restaurant Training including installation of Deliveroo tablets at partner sites
Proactively liaise with Restaurants, investigating and resolving restaurant issues in a timely manner
Organising Restaurant Equipment
Identify causes of operational issues as well as symptoms, diagnosis and cure
Maintaining and growing relationships between Deliveroo and its partners
Monitoring, reporting and improvement of operational performance of our Partners
Collaborative problem solving with many different stakeholders in the business:, Account management, Driver operations, Customer Service etc
Restaurant Operations Data Analysis & Reporting
Liaising with the Operations team and drivers on live and past orders
Documenting delayed orders or unusual occurrences and flagging with AMs
Troubleshooting and Tech Replacements
Deliver training to riders on Restaurant procedure
Follow up training with restaurants & riders
- A highly organised and detail oriented mindset
- 1-2 years’ experience in Account Management, Operations or Customer Service
- Able to effectively communicate to a wide range of people via telephone or email
- The ability to quickly adapt to new environment and systems so you can hit the ground running
- Ability to think critically and the confidence to act on your ideas
- Experience with Salesforce is a bonus
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.