Operations Representative, Rider Safety London, England
Job description
We're looking for an accomplished person to join the Rider Services department: a bustling and vibrant team who help riders get out on the road and support 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 work with our Restaurant, Customer and Legal teams to resolve incidents involving riders.
You will report to the Rider Safety Team Lead and be an important part of the team that ensures we are providing the best support to our Riders, Customers and Restaurants. As a Senior Rep, you will work on escalated incidents, and support the team to guide improvements.
What you'll do:
- Provide support to riders (both by email and sometimes over the phone)
- Review incident reports and make decisions on rider behaviour inline with our internal policies
- Be a contact for partners in Customer Care, Legal, Restaurant Support and Policy, and within the Rider Services Centre and Safety teams in all markets
- Work with our insurers and the police to resolve queries
- Respond to escalated queries, and supporting junior members of the team through more complex incidents
- Ensure our training materials and best practice guides are up to date
- Perform regular quality calibrations to ensure compliance to process
- Identify areas for improvement and working on those solutions with the Team Lead to increase team performance and quality
- Review Supplier Agreement off-boardings to enhance trust and transparency
- Work to high targets while maintaining a high level of productivity and quality
- Situations aren't always clear cut, so you will need to make decisions that align with our internal policies.
Requirements
- Communication: You are proficient in written and spoken English, and a second language (we are prioritising applicants who are proficient in written and spoken French, Italian or Cantonese)
- Collaborative: You enjoy working with others and comfortable making decisions with ambiguous information
- Inquisitive: You are curious and can challenge processes that aren't working - you get to the bottom of things
- Motivated: You are enthusiastic and eager to always improve
- Analytical: You are familiar with G-Sheets or Excel (can maintain complex spreadsheets).
- Empathetic: You are keen to provide riders with world class support
- You have a university degree or equivalent experience (prior experience in Customer Support is beneficial)
Why Deliveroo?
Our mission is to be the definitive food company. We are transforming the way the world eats by making food more convenient and accessible.
We are a technology-driven company at the forefront of the fastest growing 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 we are always looking for new ideas.
Workplace & Diversity
At Deliveroo we know that people are the heart of the business and we prioritise their welfare. We offer many great benefits in areas including health, family, finance, community, convenience, growth, time away 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.
