Global Escalations Contact Centre Team Leader 

Customer Service is the cornerstone of Deliveroo. Although our business is 100% automated, things do break, and for our Customers, this means that their experience of receiving great quality food can be impacted – not good! We need to ensure that if we let customers down, we handle their concerns and work to fix the problem to prevent it from happening again for other Customers. This is where you come in! You'll lead a team that champions our Customers, supports our drivers and restaurants, and optimises our operations to deliver great local food to the public. We're looking for someone who isn't afraid to get stuck in, work with data, and embrace an operational mindset. This role will report to the Global Escalations Manager.

As a Global Escalations Team Leader, you will supervise the team, ensuring that customer queries are handled efficiently and effectively through email channels. You will use data-driven insights to manage the team, ensuring that goals are met. You'll communicate with other Global Escalation Team Leaders, providing valuable team insights and suggestions for improvements to the Customer Care Operations Manager and the Care Leadership Team. Additionally, you'll ensure that our team is appropriately staffed to address customer queries and that any critical issues are escalated to the relevant individuals promptly.

This role will be a hybrid role in line with the company's working from the office policy. Time in the office is required.

Key Responsibilities:

• Utilise data to manage team performance, effectively allocating workloads, resources, and staff.

• Stay up-to-date with customer issues and trends, and disseminate relevant information across teams as needed.

• Serve as an escalation point for customer issues across markets, employing an optimisation-oriented approach to problem resolution

• Recruit, onboard, and train new employees, fostering a culture of continuous learning and development.

• Collaborate with the Policy Team to establish and refine customer service policies and procedures.

• Embody the Deliveroo values as a company ambassador, nurturing an inclusive, empathetic culture

• Conduct regular one-on-one catch-ups with team members to provide guidance, support, and feedback.

• Monitor and address team members' lateness and absence rates, conducting performance reviews when necessary.

• Leverage your experience to deliver effective solutions within deadlines.

• Independently plan, organise, and achieve departmental goals, such as creating and implementing training material.

• Utilise your customer service skills to handle issues and turn around serious complaints caused by negative customer outcomes.

• Leading on projects, liaising with stakeholders to meet and exceed goals for the Global Escalations team (e.g. CSAT, retention etc)

• Adapt to rotational shift work, including overnight shifts and weekends.

Requirements:

• Strong written and spoken English skills

• Team management and leadership experience

• Demonstrated experience in training and upskilling internal team members as well as 3rd party agents

• Willingness to take responsibility of projects and initiatives within the Care organisation

• Knowledge of Customer Service systems would be beneficial

• Ability to thrive in a dynamic organisation, taking initiative to drive results

• Planning and strategy experience

• Ability to meet goals frequently exercising sound logic when making decisions

Other Requirements (preferable but not required):

• Additional language skills (Italian / Dutch / Cantonese / Mandarin / Arabic)

• Proficiency in Zendesk

   

If you have a passion for data-driven operational improvement and the capacity to deliver constructive criticism and celebrate achievements, then this Global Escalations Team Leader role is perfect for you. Join us in delivering exceptional customer service, addressing escalations, and ensuring a positive customer experience at every touchpoint.