The Global Central Training Team

Global Training Lead

The Deliveroo Care team, based in London, centrally manages our global Customer Care and Commercial Operations which includes Workforce Management, Training, Quality, Policy & Automation, and Care Performance for our live and back-office support for consumers, riders and restaurants, as well as technical and logistical Operations. With a company as big as Deliveroo, we have a number of contact centres based around the globe to support all our markets and multiple languages

This role reports directly to the Global Learning and Development Manager. We see this as a central and influential role that is essential to developing and maintaining our learning program and content across our inhouse and outsource partners.

As the Global Training Lead you will

• Build and maintain training content globally in a variety of formats (e-learning, ILT, assessments, microlearning, workshops etc)
• Drive continuous improvement through analysis of data and identify what areas need to be trained next
• Ensure all content is written in an engaging and accessible manner for the relevant audience, with consistent tone of voice, style and key messaging across markets
• Draft training deployment plans and consult with regional teams for rollout
• Maintain updated records of training curriculum and upskilling training material
• Work closely with our Policy team to ensure content is relevant and updated
• Deliver Train the Trainer sessions across our inhouse and outsource partners as needed
• Deliver Care induction and continuous improvement training as needed
• Support Care functions to identify problems and recommend strategies for training solutions
• Work on department projects that require Training expertise
• Support the maintenance of the LMS and e-learning activities
• Work closely with our partners in scheduling Trainings and track completion and effectiveness
• Facilitate our internal Care experience sessions

We are looking for someone who has:

• Some training experience in L&D/ Training background within a Customer Service industry
• Knowledge of Learning Management Systems (LMS)
• Prior experience producing e-learning material in a concise and engaging manner for a global audience
• A solid background in the design, development and implementation of training for Customer Care from self-directed digital content to learning journeys across face-to-face, virtual and digital
• Be comfortable using industry-standard software and languages for E-learning (Google docs, Office, Articulate, Rise, etc).
• Excellent communication skills (written and verbal), with the ability to influence others in a cross-functional setting
• Ability to write effective copy, instructional text, audio scripts/video scripts
• Confident in leading/owning learning projects end-to-end
• Proficiency designing, developing, and delivering engaging learning solutions including game-based learning, video, micro-learning, simulations
• Proficiency in converting already written content by a partner (policy, manuals, toolkits) and turning it into e-learning or ILT materials

Workplace & Diversity

At Deliveroo we know that people are the heart of the business and we prioritise their welfare. We offer a wide range of competitive benefits in areas including health, family, finance, community, convenience, growth and relocation.

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 startups in an incredibly exciting space.