Purpose of Job:
Managing and leading customer care agents while training, coaching, developing and guiding them to provide the highest standards of customer care, ensuring that all company policies are followed. Providing a productive and motivating performance-based working environment, and addressing any issues/disputes from customers or teammates whilst supporting your manager with ad-hoc tasks.
Ensure that our customers (consumers, restaurants and riders) and the team are supported at all times.
Drive employee engagement and satisfaction through monthly/fortnightly catch-ups with teammates in addition to side-by-side coaching.
Analyse individual performances and drive improvements through constant coaching and development of Level 1 and Level 2 teammates.
Work with our QA team to use their insight to drive constant service improvement. Act as an SME (Subject Matter Expert) for the customer care team.
Identify improvement opportunities for customer experience, especially for escalation events.
Engage with the People Business Partners driving together the HR agenda for the Care team.
Assist your managers to cascade and implement need-to-know communications, knowledgebase articles and refreshed macros.
Assist your managers with creating the schedule for the wider team.
Assist the team with real-time management of contacts flowing into the care centre.
Improve the overall care experience by creating engaged teammates and customers, thereby helping Deliveroo facilitate organic growth.
Minimum 2-3 years of work experience as a manager or a senior customer care representative.
Experience in managing a mid-size team.
Strong strategic thinking and decision making skills with a good knowledge of customer relations
Proven ability to work in a very dynamic, fast-paced entrepreneurial organisation
Adaptable to day-to-day change in relation to tasks assigned
Proficient in office/Google suite skills.
Strong client-facing and communication skills
Proficiency in English is a must. Another language skill (Hindi / Urdu / Arabic) is an advantage.