Support Lead  - Marketplace Support & Service Excellence 

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.

We work with riders, restaurants and consumers. We operate one of the most complex three sided marketplaces in the world and we do this in real time. Millions of customers and thousands of restaurants and riders rely on us to match them within milliseconds. The algorithms behind that marketplace are the secret sauce that allow us to deliver our orders in under 30 minutes.

About the role:

The Marketplace Support & Service Excellence teams, based in London, are responsible for a broad range of business critical tasks, including:

• customer service for consumers, riders, and partners
• onboarding of new partners and riders
• setting consumer and rider policies
• being the ultimate voice of the customer. 

With a company as big as Deliveroo, we have a number of contact centres based around the globe to support our different markets and languages.

This role reports directly to the Director Marketplace Support, with dotted line to Director Service Excellence. We see this as a central and influential role that is essential to both the smooth running of day-to-day business, and larger strategic projects. maintaining the smooth daily operations of the teams.

In this role,you will:

Manage the team operating rhythm and coordinate Leadership Team actions

• Work in close partnership with Director Marketplace Support & Director Service Excellence to ensure flawless execution of day to day tasks.
• Coordinate core Leadership team meetings / agenda and tracking of outstanding actions as required.
• Run the team cadence (including planning meetings, daily huddles, and project reviews) and support quarterly planning, follow up to monthly business reviews (working with performance team), and other regular activities.
• Hold teams to account, tracking progress on sprint deliverables and following up relentlessly to ensure key milestones are met.
• Be a point of contact for the wider teams, triaging requests and escalating urgent or important issues to the appropriate people.
• Build strong working relationships and act as liaison with external teams on certain topics, including presenting function overview to other departments and in company onboarding
• Assist with recruitment by screening candidates and coordinating interviews
• Create presentations used in department All Hands or company-wide meetings
• Arrange travel and relevant visas for department travel, being point of contact for travel emergencies
• Act as Executive Assistant for Director Marketplace Support & Director Service Excellence. To include, but not limited to: providing calendar support, acting as delegate for travel and expense approvals.

Support with and lead project execution

• Work on ad-hoc projects - these might be related to Marketplace Support and Service Excellence, or the development of our central team members (e.g. implementation of a training & development programme, reviewing customer care templates or macros, research projects as required)
• Identify areas for improvement, and implement those improvements - whether this is within the central team, or working collaboratively with other teams at Deliveroo.
• Be a change manager, supporting and implementing change within the team, with a positive problem-solving approach.
• Prepare documents, reports and spreadsheets as required.
• Own the continuous improvement process workstream, creating backlogs, prioritising initiatives within a sprint cadence, and tracking performance 

Own Team Culture and Engagement Strategy

• Monitor team health and monthly employee engagement surveys and identify opportunities to improve engagement with team
• Coordinate broader team engagement sessions and help leadership coordinate class training within the department
• Work with leadership to manage team budget and organise activities throughout the year
• Create monthly newsletter to be sent to frontline agent teams and vendors

We are looking for someone who has:

• Experience managing projects (big or small!) as a generalist or working in a Sprint environment, with the ability to be flexible across multiple assignments
• Excellent communication skills (written and verbal), with the ability to influence others and make a clear and succinct point
• Excellent team working skills, especially in a cross-functional setting 
• The ability to manage your own workload and re-prioritise regularly 
• Meticulous attention to detail and a results-focused approach - experience in Agile is highly desirable (but not essential)
• Comfortable working in a startup or tech environment (or similar environment with heavy change focus)
• An interest (or prior experience) in customer care, experience roles or operations 
• Experience in administration and supporting leadership teams (e.g. executive support)
• Hands-on, action oriented approach
• Excellent G Suite skills (Sheets, Docs, Slides)

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.