Within UKI Operations, the RF&E team works to ensure riders are safe and supported whilst working for Deliveroo, and that their access to work is protected.
Reporting into the RF&E Manager, the Team Leader is responsible for running a team of representatives that deal with the most sensitive and escalated issues related to riders.
You will work closely with the Restaurant & Customer Support teams as well as the Account Managers to ensure that our processes are running smoothly.
You will also spend time communicating with riders and external stakeholders, so you'll need to be an excellent communicator and be diplomatic & empathetic in the way you handle these sensitive situations.
Your key responsibilities will include:
Directly managing the Escalations representatives, coaching them on their personal development
Motivating your team to maintain a high and consistent level of productivity and quality
Setting team targets that are in line with your KPIs
Conduct 1-2-1s and team meetings to review KPIs and performance within the team
Supporting the representatives on the escalated queries
Working closely with the QA Team on training and development opportunities for your team
Identifying opportunities in our processes and implementing improvements
Training others to ensure processes are followed consistently and accurately
Support the team’s relationship with both the Commercial and Customer Care teams
Supporting the Manager on legal and comms requests, providing responses with necessary data
In Deliveroo Operations we like to engage with our riders and speak to them regularly to understand their challenges, in this role you might be expected to take part of rider events, site visits or experience being a rider, to gain first hand insights of rider behaviour.
3-4 years experience in a similar high growth company
Previous team leadership experience
Stakeholder management experience
You have excellent communication skills
You are detail oriented and a proactive problem solver
You are happy working in a fast-paced environment and can easily adapt to change
You are comfortable with data
You are keen to ensure that the department is providing riders with world class support
Adaptable Fixer - enthusiastic, flexible & adaptable with the ability to remove barriers & bottlenecks via facilitation, creativity & resourcefulness. Don’t slavishly follow processes if they aren’t right.
Communication - Able to develop good working relationships with key stakeholders, influence, and attain the requisite buy in
Inquisitive and forward-thinking - curious, thoughtful and happy to question the status-quo. Keeps pushing for further improvements
Organised - Always deliver the right work at the right time
Project management - Experience managing multiple projects and stakeholders in a structured and logical way
Enjoy working in a fast-changing, collaborative environment with ambitious targets designed to disrupt a major global market