Deliveroo is on a mission to transform the way the world thinks about food delivery. It’s not a chicken chow mein and a night on the sofa anymore, it’s your favourite local restaurant, it’s a dinner party, a date.

We’re four years in, and along the way our team have taken hundreds of ideas from brainstorms to global roll-outs, like Deliveroo Editions – bespoke kitchens designed to host a locally-curated selection of restaurants. Editions are our solution to ensuring that our customers have access to the best of the food-scene, no matter where they live.

And that’s just what we’re like at Deliveroo, no compromise allowed and lots of food-inspired challenges to sink your teeth into. Out-of-the-box thinking is actively encouraged and we move quickly to make great ideas happen. We’re energetic, fast-paced and blow off steam with free-for-all Friday lunches.

It’s a formula that’s working too – we’re bringing great food to customers in 12 countries and 200 cities.

Key Responsibilities

  • Capable to develop, coach and mentor the shared services agents and creates an environment where they can excel through encouragement and empowerment

  • improving customer service procedures, policies and standards for your organisation or department

  • Cross-department communication on strategical level - CS is receiving and developing a lot of feedback which needs to be heard, evaluated and used for the overall improvements

  • Has strong analytic skills and is capable of creating accurate reports on the processes where he/she is responsible for

  • Analysing statistics or other data to determine the level of customer service your organisation is providing

  • Responsible for the agents in his/her area. Manage the scheduling and make sure the absence rate is on target.

  • HR focus and deep dive into agents performance

  • Responsible for implementing new tools in organisation and monitor adoption of the tool

  • Learning about your organisation's products or services and keeping up to date with changes

  • Involvement in staff recruitment

  • Handling customer complaints or any major incidents, such as a security issue or a customer being taken ill



  • Knowledge of management methods and techniques

  • Proficiency in English

  • Ability to think strategically and to lead

  • Strong client-facing and communication skills

  • Advanced troubleshooting and multi-tasking skills

  • Customer service orientation

  • Analytic skills

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