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. 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.

We are growing fast and our focus is to exceed customer service expectations. We are looking for a Head of Customer Care Operations to help us achieve this goal. In this role, you will lead the Care Operations function of our European hubs. This role requires regular travel to our European markets and outsourced vendors.

Responsibilities:

Manage the Customer Care Operation in our European countries including cross functional communication with multiple internal and external stakeholders. 

  • Own Customer Care operational performance and service levels. 
  • Be a key strategic voice in helping grow Deliveroo in our European countries.
  • Support the performance of our local outsourced partner(s), identify areas for improvement and put in place plans to achieve identified opportunities.
  • Manage operational escalations from local outsourced partner(s) to appropriate Deliveroo team, and ensure all issues are fixed as quickly as possible.
  • Lead the design and execution of sourcing strategy for new outsourced vendor(s) (e.g. change in target operating model, identification of new local outsourced partners, management of the RFP, contract renegotiation, participation in the selection process, etc.).
  • Surface pain-points and broken processes. Diagnose areas of optimization and demonstrate hypothesis driven problem solving abilities. 
  • Develop strategies to improve customer service experience and satisfaction, create engaged customers and facilitate organic growth. 
  • Drive transformational changes in our processes to build on consumer love for the Deliveroo brand.

 

Requirements:

  • At least 5 years experience in a senior contact centre management role working in/with BPOs.
  • Leading by example with experience empowering a team to execute under pressure and tight deadlines.
  • Prior professional experience with optimisation, processes, systematic organisation, program/project management.
  • High Emotional IQ to expertly manage leadership and key stakeholder relationships with vendor(s) and in-country leaders.
  • Strong planning and organisational skills; attention to detail.
  • Data-driven decision mentality and sound business judgment through strong analytical thinking.
  • A qualification/certification in any of the following would be highly regarded: COPC, Agile or similar.

 

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.

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