Senior Rider Support Representative - French

Location

London – The River Building HQ

Employment Type

Full time

Location Type

Hybrid

Department

Deliveroo Cost Center Hierarchy COO Customer Experience Marketplace Support Rider Services

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.

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.