THE ROLE

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.

REQUIREMENTS

  • 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

CORE COMPETENCIES

  • 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

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