Global Escalations Manager

The Global Central team

The Global Central team is the support function for the Global Operations team. Ensuring that the operational teams have all the tools, training and support they need to deliver a seamless Customer Experience to our Customers, Restaurants and Riders.

The Global Complaints team is responsible for handling complaints that are escalated from our front line teams and from other senior members in the business. They also handle contacts from our priorty customers and provide an exceptional level of service to all customers who they deal with, turning frowns upside down and reducing the likelihood of a customer leaving Deliveroo.

What you’ll be doing

• Oversee the Deliveroo Global Complaints team, supporting the team to investigate and resolve complex complaints and queries in a timely manner taking a 'putting themselves in the customer's shoes' approach
• Strike a balance between helping the interests of the customer and of the company
• Be/become an expert in the Deliveroo policy and procedures in order to define longer term strategy for the global complaints team (incl. what type of complaints should be managed by them vs what should be managed by other teams)
• Questioning the status quo to make global complaints processes efficient, ensuring low response times to customers and enhanced customer experience 
• Support the training and development of the complaint handlers and perform quality assurance across the team
• Keep up to date with industry standards and best practice and implement changes to complaints practise when necessary
• Excellent stakeholder management skills, particularly with operational leadership and compliance
• You will supervise, develop, coach and motivate your team to ensure that they are engaged and energised to work at their best
• Identify reasons for SLA breaches / baclogs and work with forecasting teams to ensure correct staffing levels are maintained, as well as support with the daily management of work and liaising with other teams when planning ahead
• Display role model behaviours, leadership and organisational skills, and have confidence in making decisions
• You will participate in recruitment activities (including making decisions on individuals)
• You will need to be flexible with your working hours at times

Your Success Measures

• Improve utilisation and productivity of complaint handlers, increasing cases solved per hour
• Achieve SLAs, ensuring minimal backlogs across case types
• Reduce volume of cases coming up to complaint team per 100000 customer contacts
• Improve quality of responses by complaints handlers, thus increase quality assurance scores
• Improve complaint handler employee satisfaction score
• Improve customer satisfaction score
• Consistently achieve all KPI’s as set out in the complaints team scorecard

Requirements

We are looking for someone who:

• Has 4+ years’ experience as a People Leader within a large scale customer service environment in a fast moving and dynamic company - experience in Agile work is highly desirable
• Experience in a leading a complaint management function with a focus on utilising complaints data to drive business improvement
• Is detail and action orientated, Can prioritise effectively - leading on multiple project workstreams concurrently and independently
• Takes personal accountability for quality and accuracy of their own and their teams work
• Has great written communication to be able to respond to some of our important customers, external partners
• Is not afraid to speak up when working with more senior stakeholders and partners
• You will have sound decision making skills and ability to risk manage and escalate where appropriate.
• Must have right to work in the UK
• Could be based in Manchester or London, expected to work three days a week from the office.

Why Deliveroo?

Why Deliveroo? When you first think about Deliveroo, you probably think of getting great food to your house in less than half an hour. Awesome right? But behind the scenes is the real story. This story is one of high growth, huge challenges and an enormous opportunity ahead of us.

We want to be the definitive food company - the app you go to any time you have a hunger pang. We are transforming the way people think about food. We’re a technology driven company at the forefront of the most rapidly expanding industry in the world, so come and join us for the ride.

Benefits and Diversity

At Deliveroo we know that people are the heart of the business and we prioritise their welfare. We offer a wide range of competitive benefits in areas including health, family, finance, community, convenience, growth, time away and relocation.

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 startups in an incredibly exciting space.