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For Companies At a Glance
- Tasks: Support riders via email and phone, resolve incidents, and improve team performance.
- Company: Join Deliveroo, a tech-driven company transforming how we shop and eat.
- Benefits: Enjoy healthcare, well-being perks, generous leave, and support for charitable causes.
- Why this job: Be part of a vibrant team making a real impact in a fast-growing industry.
- Qualifications: Fluent in English and French; customer support experience preferred.
- Other info: Diversity is key at Deliveroo; all backgrounds are welcome!
The predicted salary is between 36000 - 60000 £ per year.
This job is brought to you by Jobs/Redefined, the UK\’s leading over-50s age inclusive jobs board.
About 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.
The Role
We\\\’re looking for a talented person to join the Rider Services Center department, a bustling and vibrant team that help riders get out on the road and supports 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 Safety 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. As a Senior Rep, you will work on escalated incidents, as well as support the team to drive improvement.
Key Responsibilities
- Providing support to riders via email and sometimes over the phone
- Reviewing incident reports and making decisions on rider behaviour in line with our internal policies
- Being a key point of contact with our stakeholders in Customer Care, Legal, Restaurant Support and Policy, as well as within the Rider Services Centre and Safety teams in all markets
- Working with our insurers and the police to resolve queries
- Responding to escalated queries and supporting junior members of the team through more complex incidents
- Ensuring our training materials and best practice guides are up to date
- Carrying out regular quality calibrations to ensure compliance to procedures and processes
- Identifying areas for improvement and working on those solutions with the Team Lead to increase team performance and quality
- Reviewing Supplier Agreement offboardings 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.
Required
- Excellent Communicator: You are confident and highly proficient in written and spoken English, as well as a second language (currently prioritising applicants who are proficient in written and spoken French, Italian or Cantonese)
- Organised: You are detail-oriented and can prioritise the right work at the right time
- Collaborative: You enjoy working with others in a fast-changing environment with ambitious targets
- Inquisitive: You are curious and can challenge processes that aren\\\’t working — you get to the bottom of things
- Adaptable: You are creative, resourceful and comfortable making decisions with ambiguous information
- Motivated: You are enthusiastic, goal-oriented, and eager to always improve
- Analytical: You are confident with data and familiar with Excel/Gsheets
- Empathetic: You are keen to provide riders with world-class support
Desirable
- Experience using Zendesk
- You have a university degree or equivalent experience (Prior experience in Customer Support preferred)
Workplace & Benefits
At Deliveroo we know that people are the heart of the business and we prioritise their welfare. Benefits differ by country, but we offer many benefits in areas including healthcare, well-being, parental leave, pensions, and generous annual leave allowances, including time off to support a charitable cause of your choice. Benefits are country-specific, please ask your recruiter for more information.
Diversity
At Deliveroo, 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 businesses in a rapidly growing industry.
We are committed to diversity, equity and inclusion in all aspects of our hiring process. We recognise that some candidates may require adjustments to apply for a position or fairly participate in the interview process. If you require any adjustments, please don\\\’t hesitate to let us know. We will make every effort to provide the necessary adjustments to ensure you have an equitable opportunity to succeed.
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Senior Rider Support Representative - French employer: Deliveroo
Contact Detail:
Deliveroo Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Rider Support Representative - French
✨Tip Number 1
Familiarise yourself with Deliveroo's mission and values. Understanding how they connect consumers, restaurants, and riders will help you align your answers during the interview and demonstrate your enthusiasm for their goals.
✨Tip Number 2
Brush up on your French language skills, especially in a customer support context. Being able to communicate effectively in both English and French will set you apart as a candidate who can provide world-class support to riders.
✨Tip Number 3
Prepare examples of how you've handled complex customer service situations in the past. Highlight your ability to make decisions under pressure and your experience working collaboratively with different teams.
✨Tip Number 4
Research common issues faced by riders and think about potential solutions. This will show your inquisitive nature and readiness to contribute to improving processes within the Rider Services Centre.
We think you need these skills to ace Senior Rider Support Representative - French
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer support, particularly any roles where you've dealt with escalated queries or worked in a fast-paced environment. Emphasise your proficiency in both English and French, as this is crucial for the role.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention specific aspects of Deliveroo's mission that resonate with you, and explain how your skills and experiences align with the responsibilities outlined in the job description.
Showcase Your Communication Skills: Since excellent communication is key for this position, ensure that your application materials are well-written and free of errors. Use clear and concise language to demonstrate your ability to communicate effectively, both in writing and verbally.
Highlight Problem-Solving Abilities: Provide examples in your application that showcase your analytical and problem-solving skills. Discuss situations where you've had to make decisions based on ambiguous information or resolve complex issues, as these are important traits for the Senior Rider Support Representative role.
How to prepare for a job interview at Deliveroo
✨Showcase Your Communication Skills
As a Senior Rider Support Representative, excellent communication is key. Be prepared to demonstrate your proficiency in both English and French during the interview. Practice articulating your thoughts clearly and confidently, as this will reflect your ability to support riders effectively.
✨Highlight Your Organisational Skills
The role requires you to be detail-oriented and organised. Share examples from your past experiences where you successfully managed multiple tasks or prioritised effectively under pressure. This will show that you can handle the fast-paced environment at Deliveroo.
✨Demonstrate Your Collaborative Spirit
Deliveroo values teamwork, so be ready to discuss how you've worked collaboratively in previous roles. Provide specific instances where you contributed to a team goal or helped resolve conflicts, showcasing your ability to thrive in a dynamic setting.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and adaptability. Think of scenarios where you had to make decisions with limited information or challenge existing processes. This will help illustrate your analytical mindset and resourcefulness, which are crucial for the role.
