Why Deliveroo?

Our mission is to be the definitive food company. We are transforming the way the world eats by making food more convenient and accessible. We give people the opportunity to eat what they want, as they want it. We are a technology-driven company at the forefront of the fastest-growing industry in the world. We are still a small team, making a very large impact, and looking to answer some of the most interesting questions out there. We move fast, value autonomy, and we are always looking for new ideas.

The Role

We're looking for an experienced person to join the Rider Services Centre department, a bustling and vibrant team who help riders get out on the road and support them once they're there. This is the perfect opportunity to join an exciting, fast-growing business and expand your operational abilities, whilst supporting riders when they need our support the most. You will also work with our Restaurant, Customer and Legal teams to resolve incidents involving riders.

Reporting into the Rider Escalations Team Lead, you will be a key part of the team that ensures we are providing best in class support to our Riders, Customers and Restaurants.

The role will be hybrid work, 3 days in the office and 2 days from home. This role is for weekend cover, so the ability to work weekends is required. 

Key Responsibilities

• Providing support to riders via email and sometimes over the phone

• Reviewing incident reports and making decisions on rider behaviour inline with our internal policies

• Identifying areas for process improvement to ensure we are providing the best service possible to riders

• Working cross-functionally with the support teams for Restaurants, Riders, Applicants and Customers to resolve queries

• Working with external parties (i.e. insurance providers) to resolve queries

• Review rider's account inline with our internal Trust Policies

• Reviewing Supplier Agreement terminations to enhance trust and transparency

• Working to ambitious targets while maintaining a high and consistent level of productivity and quality

• Situations aren’t always clear-cut, so you will need to be confident in making decisions in line with our internal policies.

Requirements

• Experience interpreting and responding to customer requests: You are proficient in written and spoken English, Prioritising applicants who are proficient in second language - French, Italian, Dutch, Cantonese, Portuguese)

• You are detail-oriented and can prioritise the right work at the right time

• You enjoy working with others in a fast-changing environment with ambitious targets

• You are curious and can challenge processes that aren’t working - you get to the bottom of things

• You are creative, resourceful and comfortable making decisions with ambiguous information

• You are enthusiastic, goal-oriented, and eager to always improve

• You are confident with data and familiar with Excel/Gsheets

• You are keen to provide riders with world class support

• Able to work weekends: You will work weekends and some holiday cover

What you get

• 25 days holiday

• Life assurance

• Deliveroo Plus subscription which gives you access to exclusive offers and free delivery on selected orders.

• Employee assistance programme

• Company paid team meals and nights out

• Online learning courses delivered by global universities

• Subsidised health insurance & dental insurance

• Cycle to work scheme

• Pension

• Benefits including discounted gym subscription, wellbeing and pension contributions

Workplace & Diversity

At Deliveroo we know that people are the heart of the business and we prioritise their welfare. We offer many great 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 exciting space.