Team Lead Rider Support

About the team

Reporting into the Senior Operations Manager, you will be leading the Rider Support team, who are responsible for supporting our riders while they work with us. Your goal is to run an engaged and motivated team while redefining what good looks like. 

We want to offer the best rider support in the industry. Deeply embedded within the operations processes of Deliveroo, Rider Support and Payments are central to our continued success through its impact on rider retention and rider satisfaction.

Work full time in the London Office, Monday - Friday, hybrid working policy 3 days in the office and 2 days at home.

About the role

• Day to day management of a team of Rider Support agents, supporting Riders with their queries.

• Day to day management of the processes that ensure our riders are supported.

• Prioritisation of personal workload, plus the workload of a large team.

• Lead, coordinate and develop a large team fostering an environment of progression and continuous improvement, both of our people and our processes.

• Drive efficiencies in the team through cross training, effective KPIs and performance management.

• Support continued centralisation and standardised efforts for Global Rider Support

• Analyse root causes of operational malfunctions and provide solutions.

• Own communication with our key stakeholders, developing ways to communicate data in a clear and efficient format.

• Be the Rider advocate - our focus is not only on KPIs, but on being the voice of the riders to give them the best possible experience with Deliveroo.

Requirements

• Experience running a contact centre team or similar

• Experienced team leader, confident in development and performance conversations

• Experience with Google sheets or Excel

• Numerate, but doesn’t need to be to analyst level - able to spot issues in data and is detail oriented, but also wants to work with people and can motivate a team 

• Fluency in English + French, Dutch, Italian (preferred)

• Note, this is an FTC

Why Deliveroo

Our mission is to transform the way you shop and eat, bringing the neighbourhood to your door by connecting consumers, restaurants, shops and riders. We are transforming the way the world eats and shops by making access to food and products more convenient and enjoyable. We give people the opportunity to buy what they want, as they want it, when and where they want it.

We are a technology-driven company at the forefront of the most rapidly expanding industry in the world. We are still a small team, making a very large impact, looking to answer some of the most interesting questions out there. We move fast, value autonomy and ownership, and we are always looking for new ideas.

Workplace & Benefits

At Deliveroo we know that people are the heart of the business and we prioritise their welfare. Benefits differ by country, but we offer many benefits in areas including healthcare, well-being, parental leave, pensions, and generous annual leave allowances, including time off to support a charitable cause of your choice. Benefits are country-specific, please ask your recruiter for more information.

Diversity

At Deliveroo, we believe a great workplace is one that represents the world we live in and how beautifully diverse it can be. That means we have no judgement when it comes to any one of the things that make you who you are - your gender, race, sexuality, religion or a secret aversion to coriander. All you need is a passion for (most) food and a desire to be part of one of the fastest-growing businesses in a rapidly growing industry.

We are committed to diversity, equity and inclusion in all aspects of our hiring process. We recognise that some candidates may require adjustments to apply for a position or fairly participate in the interview process. If you require any adjustments, please don't hesitate to let us know. We will make every effort to provide the necessary adjustments to ensure you have an equitable opportunity to succeed.