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For Companies At a Glance
- Tasks: Support and enhance rider experience through data analysis and process optimization.
- Company: Join Deliveroo, a leader in transforming food delivery and connecting communities.
- Benefits: Enjoy healthcare, generous leave, and support for charitable causes.
- Why this job: Be part of a dynamic team making a real impact on rider satisfaction.
- Qualifications: 2-3 years of experience, bilingual in English and Chinese, strong communication skills.
- Other info: Diversity and inclusion are core values; adjustments available for applicants.
The predicted salary is between 36000 - 60000 £ per year.
Rider Engagement Associate, Greater London
Client: Deliveroo
Location: Greater London, United Kingdom
Job Category: Other
EU work permit required: Yes
Job Reference: 80d40e6c3d90
Job Views: 7
Posted: 03.03.2025
Expiry Date: 17.04.2025
Job Description:
Deliveroo
Deliveroo’s mission is to transform the way you shop and eat, bringing the neighbourhood to your door by connecting consumers, restaurants, shops and riders. We continue to operate in a competitive marketplace but have achieved so much over the past years, including significant growth in our New Verticals business, which includes site operations across our delivery only sites – Editions and HOP.
We continue to innovate and challenge ourselves on what we should deliver next to achieve our mission. We are investing and building out teams to help us launch new innovative products. It’s an exciting time to join and while we have made great progress, we are just getting started!
The Rider Operations Team occupies a pivotal role at the heart of our continued success, making a significant impact on rider retention and ensuring the delivery of unparalleled support to our valued riders.
The Role
We’re looking for a talented individual to join our Rider Operations Team. In this role, you will play a pivotal part in providing exceptional support to our riders. You will analyze data, optimize processes, and implement new procedures to enhance efficiency and improve the overall rider experience. You’ll supervise a team of support agents, provide guidance and feedback, and ensure high-quality customer service. Additionally, you will handle escalations, collaborate on issue resolution, and deliver insightful reporting to stakeholders.
If you’re dedicated to delivering outstanding support and fostering rider happiness, we invite you to join us as a Rider Operations Associate. Together, we’ll work towards creating an exceptional support experience that exceeds our riders’ expectations and cultivates a strong sense of rider fulfillment.
What you’ll be doing
- Analysing outputs and making data-driven insights leading to process optimisation
- Supporting the implementation of new processes to drive efficiency within the team and provide amazing service to our Riders
- Supervising a team of offshore support agents. Providing guidance, training, and performance feedback to ensure high-quality customer service and adherence to established procedures.
- Developing and implementing quality assurance measures to monitor and evaluate agent performance
- Dealing with and coordinating responses to escalations and working to better our issue escalation processes
- Creating, analysing and sharing reporting with relevant stakeholders
- Providing excellent rider service to our Riders
Requirements
- 2-3 years of relevant professional experience
- Ability to make actionable insights from quantitative and qualitative data sets
- Written and verbal English and Chinese – bilingual proficiency
- Clear and engaging communication skills in person, on the phone and in writing
- Ability to deliver complex messages and explain concepts clearly and succinctly to a diverse audience
- Refined interpersonal skills, ability to empathise and connect with people from a wide variety of backgrounds
- Significant experience in a people-facing role
- Confidence to remain calm under pressure and instill calm in others
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.
Please click to view our candidate privacy policy.
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Rider Engagement Associate, Greater London employer: TN United Kingdom
Contact Detail:
TN United Kingdom Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Rider Engagement Associate, Greater London
✨Tip Number 1
Familiarize yourself with Deliveroo's mission and values. Understanding how they connect consumers, restaurants, shops, and riders will help you align your answers during the interview with their goals and demonstrate your passion for their mission.
✨Tip Number 2
Highlight your experience in data analysis and process optimization. Be prepared to discuss specific examples where you've used data to drive improvements in customer service or team efficiency, as this is a key aspect of the Rider Engagement Associate role.
✨Tip Number 3
Showcase your bilingual proficiency in English and Chinese. Since communication is crucial in this role, be ready to demonstrate your ability to convey complex messages clearly in both languages, which will set you apart from other candidates.
✨Tip Number 4
Prepare to discuss your interpersonal skills and experience in people-facing roles. Think of examples where you've successfully managed escalations or provided support under pressure, as these experiences will resonate well with the responsibilities of the position.
We think you need these skills to ace Rider Engagement Associate, Greater London
Some tips for your application 🫡
Understand the Role: Take the time to thoroughly read the job description for the Rider Engagement Associate position. Understand the key responsibilities and requirements, especially the importance of data analysis and team supervision.
Highlight Relevant Experience: In your application, emphasize your 2-3 years of relevant professional experience. Provide specific examples of how you've used data to drive insights or improved processes in previous roles.
Showcase Communication Skills: Since the role requires bilingual proficiency in English and Chinese, make sure to demonstrate your communication skills in both languages. Use clear and engaging language in your cover letter and CV.
Tailor Your Application: Customize your CV and cover letter to reflect the values and mission of Deliveroo. Mention your passion for providing exceptional support and how you can contribute to enhancing the rider experience.
How to prepare for a job interview at TN United Kingdom
✨Show Your Data Skills
Since the role involves analyzing data and making insights, be prepared to discuss your experience with data analysis. Bring examples of how you've used data to optimize processes or improve service in previous roles.
✨Demonstrate Communication Proficiency
As bilingual proficiency in English and Chinese is required, practice explaining complex concepts clearly in both languages. Be ready to showcase your communication skills through examples of past interactions with diverse audiences.
✨Highlight People Management Experience
The position involves supervising a team of support agents. Share specific instances where you provided guidance, training, or feedback to team members, and how that led to improved performance or customer service.
✨Prepare for Escalation Scenarios
You will need to handle escalations effectively. Think of examples from your past where you successfully managed difficult situations or resolved conflicts, and be ready to discuss your approach to maintaining calm under pressure.
