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.

 

Main Responsibilities:

  • 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.

Requirements:

  • 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.

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