Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Lead the Rider Support team, ensuring top-notch support for our riders.
- Company: Join Deliveroo, a leading food delivery service focused on rider satisfaction.
- Benefits: Enjoy hybrid working, with 3 days in the office and 2 days at home.
- Why this job: Make a real impact on rider experience while developing your leadership skills.
- Qualifications: Previous team lead experience in a contact centre and proficiency in French or Italian required.
- Other info: Be part of a dynamic team driving innovation in rider support.
The predicted salary is between 36000 - 60000 £ per year.
Reporting into the Senior Global Operations Manager, you will be leading the Rider Support team, who are responsible for supporting our riders while they work with us. Your goal is to run an engaged and motivated team while redefining what good looks like. We want to offer the best rider support in the industry. Deeply embedded within the operations processes of Deliveroo, Rider Support and Payments are central to our continued success through its impact on rider retention and rider satisfaction.
Work full time in the London Office, Monday - Friday, hybrid working policy 3 days in the office and 2 days at home.
Job Spec - Responsibilities- You will be involved in executing large scale global projects related to how we provide our riders with best in class support and payment processing.
- As part of the Rider Services Centre you will work with the Global Operations team and local markets on projects that drive executional excellence, process improvements and new compliance initiatives.
- Manage the performance of our Rider Support team, identifying areas for improvement and delivering action plans to ensure that targets are achieved and we deliver the best support experience.
- Identify and support on initiatives with internal stakeholders to transform performance across a wide range of KPIs and own performance improvement strategies where required.
- Analyse root causes of operational issues and provide solutions.
- Day to day management of the processes that ensure our riders are supported.
- Prioritisation of personal workload, plus the workload of a large team.
- Foster an environment of progression and continuous improvement, both of our people and our processes.
- Lead, coordinate and develop a large team.
- Drive efficiencies in the team through cross training and performance management.
- Own communication with our key stakeholders, developing ways to communicate data in a clear and efficient format.
- Be the Rider advocate - our focus is not only on KPIs, but on being the voice of the riders to give them the best possible experience with Deliveroo.
- Have a real impact on key metrics in Rider Operations.
- Ensure cross training processes in place.
- Improve, define & track sickness and absence. Ensure policies and processes are in place.
- Team manager - we have a large team of people who support our riders and applicants, keep that group engaged, motivated and inspired.
- Adaptable Fixer - enthusiastic, flexible & adaptable with the ability to remove barriers & bottlenecks via facilitation, creativity & resourcefulness.
- Analytical and strategic - able to think big as well as execute on-the-fly via understanding the dynamics of our business and the Rider Support team specifically.
- Inquisitive and forward-thinking - curious, thoughtful and happy to question the status-quo. Keeps pushing for further improvements.
- Knows how to prioritise - the ability to determine what needs immediate attention and is of the highest value, while keeping stakeholders informed.
- Effective communicator - needs to be able to explain complex processes to a range of stakeholders in a way that can paint a clear picture, helps us solve a problem, get executive support, or train new team members.
- Google sheets.
- Numerate, but doesn’t need to be to analyst level - able to spot issues in data and is detail oriented, but also wants to work with people and can motivate a team.
- Strong communicator - they need to be able to explain a process in a step by step way that it flows and makes sense to the listener/reader.
- Previous Team Lead experience in a Contact Centre environment.
- Working proficiency in a second language (French or Italian).
- SalesForce, Onfido or Zendesk experience.
- Experience with identity documents.
- Experience working in a high growth company, particularly a similar company to Deliveroo.
Rider Support Team Lead - French or Italian employer: Deliveroo
Contact Detail:
Deliveroo Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Rider Support Team Lead - French or Italian
✨Tip Number 1
Familiarise yourself with Deliveroo's operations and the specific challenges faced by the Rider Support team. Understanding their processes and pain points will help you demonstrate your ability to lead and improve the team effectively.
✨Tip Number 2
Showcase your leadership skills by preparing examples of how you've motivated and engaged teams in the past. Be ready to discuss specific strategies you've implemented to enhance team performance and morale.
✨Tip Number 3
Highlight your analytical skills by discussing how you've used data to drive improvements in previous roles. Be prepared to explain how you would approach analysing KPIs and implementing changes based on your findings.
✨Tip Number 4
Since communication is key, practice explaining complex processes in a simple way. You might be asked to demonstrate this skill during interviews, so think about how you can convey information clearly to various stakeholders.
We think you need these skills to ace Rider Support Team Lead - French or Italian
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience, especially in team management and customer support. Emphasise any previous roles where you led a team or improved processes, as this is crucial for the Rider Support Team Lead position.
Craft a Compelling Cover Letter: In your cover letter, express your passion for rider support and how you can contribute to Deliveroo's mission. Mention your proficiency in French or Italian and provide examples of how you've successfully managed teams and driven performance improvements.
Showcase Your Analytical Skills: Since the role requires analytical thinking, include specific examples in your application that demonstrate your ability to analyse data and identify operational issues. Highlight any tools or methods you've used to improve KPIs in past roles.
Prepare for Potential Questions: Think about how you would answer questions related to team motivation, process improvement, and communication strategies. Be ready to discuss your approach to leading a diverse team and how you would advocate for riders' needs.
How to prepare for a job interview at Deliveroo
✨Show Your Leadership Skills
As a Rider Support Team Lead, you'll need to demonstrate your ability to manage and motivate a large team. Prepare examples of how you've successfully led teams in the past, focusing on engagement and performance improvement.
✨Be Ready to Discuss KPIs
Understand the key performance indicators relevant to the role, such as CSAT, SLA, and AHT. Be prepared to discuss how you have previously improved these metrics and how you plan to do so in this position.
✨Highlight Your Problem-Solving Skills
The role requires analysing root causes of operational issues. Think of specific instances where you've identified problems and implemented effective solutions, showcasing your analytical and strategic thinking.
✨Communicate Clearly and Effectively
Effective communication is crucial for this role. Practice explaining complex processes in a simple way, as you may need to convey information to various stakeholders. Consider preparing a brief presentation or explanation of a process you’ve managed before.