Full-Time
Customer Care Manager – Escalation & Complaints Lead
Online platform for restaurant and grocery delivery service
Senior
London, UK
- Has 4+ years' experience as a People Leader within a large scale customer service environment in a fast moving and dynamic company - experience in Agile work is highly desirable
- Experience in a leading a complaint management function with a focus on utilising complaints data to drive business improvement
- Is detail and action orientated, Can prioritise effectively - leading on multiple project workstreams concurrently and independently
- Takes personal accountability for quality and accuracy of their own and their teams work
- Oversee the Deliveroo Global Complaints team, supporting the team to investigate and resolve complex complaints and queries in a timely manner taking a 'putting themselves in the customer's shoes'
- Strike a balance between helping the interests of the customer and of the company
- Be/become an expert in the Deliveroo policy and procedures in order to facilitate deep dives and answer questions from senior members of the leadership team
- Ensure learning and actions from complaints are identified, recorded and shared with they wider business to fix the route of complaints
- Support the training and development of the complaint handlers and perform quality assurance across the team
- Keep up to date with industry standards and best practice and implement changes to complaints practise when necessary
- Excellent stakeholder management skills, particularly with operational leadership and compliance
- You will supervise, develop, coach and motivate your team to ensure that they are engaged and energised to work at their best
- Be able to demonstrate the ability to resource your team and forecast work volumes accurately up to 2 months ahead, as well as with the daily management of work and liaising with other teams when planning ahead
- Display role model behaviours, leadership and organisational skills, and have confidence in making decisions
- You will participate in recruitment activities (including making decisions on individuals)
- You will need to be flexible with your working hours at times
Deliveroo stands out as a leading food delivery service, partnering with approximately 176,000 restaurants and grocery outlets, and employing around 150,000 riders worldwide to ensure a seamless and efficient delivery experience. The company's competitive edge lies in its real-time tracking feature, allowing customers to monitor their orders, and its attractive discounts and perks, which enhance customer satisfaction and loyalty. Additionally, Deliveroo's commitment to flexibility and work-life balance for its riders, coupled with its corporate food solutions and gift card offerings, demonstrate its adaptability and focus on meeting diverse customer needs.
Company Stage
Series H
Total Funding
$2.2B
Headquarters
, United Kingdom
Founded
2013