At a Glance
- Tasks: Lead and manage the Rider Support team, ensuring top-notch support for our riders.
- Company: Deliveroo connects consumers, restaurants, shops, and riders, transforming how we shop and eat.
- Benefits: Enjoy hybrid working, generous leave, healthcare perks, and a focus on well-being.
- Other info: Fluency in English plus another language is preferred; diversity and inclusion are core values.
- Why this job: Join a fast-paced, tech-driven company making a real impact in the food delivery industry.
- Qualifications: Experience in team leadership, contact centre management, and proficiency in Google Sheets or Excel.
The predicted salary is between 36000 - 60000 € per year.
About the team
Reporting into the Senior 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. This is a 3 months FTC.
About the role
- Day to day management of a team of Rider Support agents, supporting Riders with their queries.
- Day to day management of the processes that ensure our riders are supported.
- Prioritisation of personal workload, plus the workload of a large team.
- Lead, coordinate and develop a large team fostering an environment of progression and continuous improvement, both of our people and our processes.
- Drive efficiencies in the team through cross training, effective KPIs and performance management.
- Support continued centralisation and standardised efforts for Global Rider Support.
- Analyse root causes of operational malfunctions and provide solutions.
- 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.
Requirements
- Experience running a contact centre team or similar.
- Experienced team leader, confident in development and performance conversations.
- Experience with Google sheets or Excel.
- 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.
- Fluency in English + French, Dutch, Italian (preferred).
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.
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.
Team Lead- Rider Support in London employer: Deliveroo
Deliveroo is an exceptional employer that prioritises the well-being and development of its employees, offering a dynamic work culture in the heart of London. With a hybrid working policy, generous benefits including healthcare and parental leave, and a commitment to diversity and inclusion, we empower our team members to thrive both personally and professionally. Join us in redefining rider support and making a meaningful impact in one of the fastest-growing industries.
StudySmarter Expert Advice🤫
We think this is how you could land Team Lead- Rider Support in London
✨Tip Number 1
Familiarise yourself with Deliveroo's mission and values. Understanding how they aim to transform the way people shop and eat will help you align your leadership style with their goals, making you a more appealing candidate.
✨Tip Number 2
Highlight your experience in managing contact centre teams. Be ready to discuss specific examples of how you've motivated teams and improved performance, as this is crucial for the Team Lead role.
✨Tip Number 3
Brush up on your data analysis skills, particularly with Google Sheets or Excel. Being able to spot trends and issues in data will demonstrate your attention to detail and ability to drive efficiencies within the team.
✨Tip Number 4
Prepare to discuss your approach to fostering a positive team culture. Since the role involves leading a large team, showcasing your strategies for engagement and continuous improvement will set you apart from other candidates.
We think you need these skills to ace Team Lead- Rider Support in London
Some tips for your application 🫡
Understand the Role:Before applying, make sure you fully understand the responsibilities of the Team Lead Rider Support position. Highlight your experience in managing teams and supporting staff in your application.
Tailor Your CV:Customise your CV to reflect your relevant experience in contact centre management and team leadership. Emphasise your ability to motivate a team and drive performance improvements.
Craft a Compelling Cover Letter:Write a cover letter that showcases your passion for rider support and your understanding of Deliveroo's mission. Mention specific examples of how you've successfully led teams and improved processes in the past.
Showcase Language Skills:If you are fluent in French, Dutch, or Italian, make sure to highlight this in your application. This could set you apart from other candidates and demonstrate your ability to communicate effectively with a diverse team.
How to prepare for a job interview at Deliveroo
✨Showcase Your Leadership Skills
As a Team Lead, it's crucial to demonstrate your leadership abilities. Prepare examples of how you've successfully managed teams in the past, focusing on how you motivated and developed team members while driving performance.
✨Understand Rider Support Processes
Familiarise yourself with the specific processes involved in rider support. Be ready to discuss how you would improve these processes and ensure that riders receive the best possible experience.
✨Data-Driven Decision Making
Since the role involves analysing data, brush up on your skills with Google Sheets or Excel. Be prepared to discuss how you've used data to identify issues and implement solutions in previous roles.
✨Emphasise Communication Skills
Effective communication is key in this role. Highlight your experience in communicating with stakeholders and how you can convey complex data in a clear and efficient manner. Consider preparing a brief example of a successful communication strategy you've implemented.
