At a Glance
- Tasks: Manage rider escalations and provide empathetic support in a fast-paced environment.
- Company: Join Deliveroo, a dynamic company transforming the way people shop and eat.
- Benefits: Hybrid working, career growth opportunities, and a collaborative culture.
- Other info: Inclusive workplace committed to diversity and equity.
- Why this job: Make a real impact while developing your operational expertise and problem-solving skills.
- Qualifications: Bilingual proficiency and strong decision-making skills are essential.
The predicted salary is between 30000 - 40000 £ per year.
Location: London, UK
Working pattern: Hybrid
12 month Fixed Term Contract
Join us in our mission to transform the way people shop and eat, where impact, innovation, and growth drives everything we do. We’re looking for a talented person to join the Rider Services Center 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 closely 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.
What You’ll Be Doing
- Manage complex rider escalations via email and phone, delivering high-quality, empathetic support to riders when they need it most.
- Investigate incident reports and trust policy violations, confidently making data-driven decisions regarding rider behavior and Supplier Agreement terminations in line with internal policies.
- Collaborate cross-functionally with Restaurant, Customer, Legal, and Applicant support teams to resolve multi-sided marketplace incidents.
- Partner with external stakeholders, including insurance providers, to efficiently manage and resolve third-party queries.
- Drive continuous operational improvements by identifying process bottlenecks and challenging workflows to enhance service quality for our rider community.
- Meet ambitious productivity and quality targets in a fast-paced environment, maintaining a high standard of fairness and transparency.
What You’ll Need to Thrive
- Bilingual proficiency: Excellent written and spoken English, along with fluency in either French, Italian, or Dutch.
- Strong decision-making skills: Proven ability to navigate ambiguous situations and confidently make objective decisions based on policy guidelines.
- Collaborative mindset: Experience working effectively within cross-functional teams in a fast-changing environment.
- Analytical approach: Comfortable working with data and solid familiarity with Excel or Google Sheets to drive insights.
- Detail-oriented and organized: Demonstrated ability to prioritize high-volume workloads and manage time effectively.
- Familiarity with support tools: Prior experience using Zendesk or similar customer support ticketing systems is highly desirable.
Why Join Us?
At Deliveroo, you’ll do work that matters, solving real-world problems in a three-sided marketplace that’s constantly evolving. We’re food lovers, problem solvers, community builders and more, brought together by a shared drive to make things better. Working here you can expect to:
- Make a visible impact every day. Your work directly improves outcomes for customers, riders and restaurant partners.
- Grow through ownership. Take responsibility for complex cases and help shape improvements to how we operate.
- Develop deep operational expertise. Work across teams and markets to build strong regulatory and service knowledge.
- Deliver together in an inclusive culture. Collaborative, values-driven teams that support how you work best.
Our Global Structure
Deliveroo is now part of DoorDash, bringing together teams with even greater reach, scale, and ambition. Depending on your role, you may collaborate with teammates, systems, and leaders across DoorDash and Wolt. Together, we’re unlocking new possibilities as one global team.
Diversity, Equity and Inclusion
At Deliveroo, we know that a great workplace reflects the world around us and that true diversity and inclusion make us stronger, more creative, and better at what we do. We’re committed to fostering an environment where everyone can do their best work and feel they belong.
We believe in equality of opportunity and welcome candidates from all backgrounds regardless of age, gender, ethnicity, disability, sexual orientation, gender identity, socio-economic background, religion, or belief.
If you have a disability or long-term health condition and need support to apply for one of our roles, or require any reasonable adjustments during the recruitment process, you’ll have the opportunity to let us know once you’ve submitted your application. We’ll share details on how to request support so we can ensure you have a fair and equitable experience.
If you’re excited about making a real impact in a fast-moving marketplace and growing your career alongside ambitious, supportive teams, we’d love to hear from you!
Rider Escalations Representative in London employer: Deliveroo
Deliveroo is an excellent employer that fosters a vibrant work culture in Leeds, where innovation and collaboration thrive. With a strong focus on employee growth, we offer comprehensive training and development opportunities, ensuring our team members can advance their careers while making a meaningful impact in the local community. Join us to be part of a dynamic marketplace that values your contributions and rewards your efforts.
StudySmarter Expert Advice🤫
We think this is how you could land Rider Escalations Representative in London
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like Deliveroo.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like Deliveroo. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Rider Escalations Representative in London
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Deliveroo.
How to prepare for a job interview at Deliveroo
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Deliveroo's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Deliveroo offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
