Rider Escalations Representative

7 months ago

London, United Kingdom Deliveroo Full time

**Rider Escalation Representative**:
We're looking for an experienced person to join the Rider Services Centre 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 also work with our Restaurant, Customer and Legal teams to resolve incidents involving riders.

Reporting into the Rider Escalations Team Lead, you will be a key part of the team that ensures we are providing best in class support to our Riders, Customers and Restaurants.

The role will be hybrid work, 3 days in the office and 2 days from home.

**Key Responsibilities**:
Review incident reports and make decisions on rider behaviour inline with our internal policies

Identify areas for process improvement to ensure we are providing the best service possible to riders

Work cross-functionally with the support teams for Restaurants, Riders, Applicants and Customers to resolve queries

Work with external parties (i.e. insurance providers) to resolve queries

Review riders accounts inline with our internal Trust Policies, Supplier Agreement terminations to enhance trust and transparency

Work towards targets while maintaining a high and level of productivity and quality

Situations aren't always clear cut, so you will need to make decisions following our internal policies.

**Requirements**:
Experience interpreting and responding to customer requests: You are proficient in written and spoken English, as well as a second language ( prioritising applicants who are proficient in written and spoken French, Italian or Cantonese)

Experience documenting customer issues in detail and handling support requests from a variety of different channels at the right time

You enjoy working with others in a team, work with targets

Inquisitive: You are curious and can challenge processes that aren't working - you get to the bottom of things

Comfortable making decisions with ambiguous information

You are enthusiastic and eager to always improve

You are knowledgeable with data and familiar with Excel (can maintain complex spreadsheets)/Gsheets

You are keen to provide riders with world class support

Able to work weekends: You will work weekends and some holiday cover

Experience using Zendesk

You have a university degree or equivalent experience (Prior experience in Customer Support preferred)

**Benefits**:

- 25 days holiday
- Life assurance
- Deliveroo Plus subscription which gives you access to exclusive offers and free delivery on selected orders.
- Employee assistance programme
- Company paid team meals and nights out
- Online learning courses delivered by global universities
- Subsidised health insurance & dental insurance
- Cycle to work scheme
- Pension
- Benefits including discounted gym subscription, wellbeing and pension contributions

**_ 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 give people the opportunity to eat what they want, as they want it. 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, and 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 judgment 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 exciting space.

  • Manager/Rider

    4 weeks ago

    London, United Kingdom DELIVEROO Full time

    Get started with your online application. Rider Communications and Experience sits within our global Delivery Operations organisation and is responsible for keeping our fleet of 180,000 riders across 10 countries informed and engaged, developing the rider proposition and monitoring rider sentiment. Acting as a key voice of the rider, the team partners with...

  • Rider Content Associate

    7 months ago

    London, United Kingdom Deliveroo Full time

    **Why Deliveroo?** When you first think about Deliveroo, you probably think of getting great food to your house in less than half an hour. Awesome right? But behind the scenes is the real story. This story is one of high growth, huge challenges and an enormous opportunity ahead of us. It began with our founder Will, arriving in London over 5 years ago and...

  • Senior Manager, Rider Proposition

    4 weeks ago

    London, United Kingdom DELIVEROO Full time

    Get started with your online application.About the teamRider Communications and Experience sits within our global Delivery Operations organisation and is responsible for keeping our fleet of 180,000 riders across 10 countries informed and engaged, developing the rider proposition and monitoring rider sentiment. Acting as a key voice of the rider, the team...

  • Senior Manager, Rider Proposition

    3 weeks ago

    London, United Kingdom DELIVEROO Full time

    Get started with your online application. About the team Rider Communications and Experience sits within our global Delivery Operations organisation and is responsible for keeping our fleet of 180,000 riders across 10 countries informed and engaged, developing the rider proposition and monitoring rider sentiment. Acting as a key voice of the rider, the...

  • Senior Manager, Rider Proposition

    4 weeks ago

    London, United Kingdom DELIVEROO Full time

    Get started with your online application. About the team Rider Communications and Experience sits within our global Delivery Operations organisation and is responsible for keeping our fleet of 180,000 riders across 10 countries informed and engaged, developing the rider proposition and monitoring rider sentiment. Acting as a key voice of the rider, the...

  • Senior Operations Manager, Rider Onboarding and Compliance

    4 weeks ago

    London, United Kingdom Deliveroo Full time

    Senior Operations Manager, Rider Onboarding and Compliance Reporting into the Head of Rider Services, you will be leading the Rider Onboarding & Compliance team, who are responsible for helping applicants get out on the road globally, and supporting them once they’re there. Deeply embedded within the operations processes of Deliveroo, Rider Onboarding and...

  • Operations Representative, Pipeline Management

    7 months ago

    London, United Kingdom Deliveroo Full time

    Operations Representative (Rider Onboarding/Compliance) At Deliveroo, it is our mission to build the definitive food company. To do that, we're building a company where everyone can belong the best work of their lives. We're looking for an experienced person to join our Central Rider Operations team. This is a bustling and vibrant team that helps...

  • Senior Operations Manager, Rider Onboarding and Compliance

    4 weeks ago

    London, United Kingdom Deliveroo Full time

    Senior Operations Manager, Rider Onboarding and ComplianceReporting into the Head of Rider Services, you will be leading the Rider Onboarding & Compliance team, who are responsible for helping applicants get out on the road globally, and supporting them once they’re there. Your goal is to run an engaged and motivated team while redefining what good looks...

  • Senior Operations Manager, Rider Onboarding and Compliance

    4 weeks ago

    London, United Kingdom Deliveroo Full time

    Senior Operations Manager, Rider Onboarding and Compliance Reporting into the Head of Rider Services, you will be leading the Rider Onboarding & Compliance team, who are responsible for helping applicants get out on the road globally, and supporting them once they’re there. Your goal is to run an engaged and motivated team while redefining what good...

  • Senior Operations Manager

    2 weeks ago

    London, Greater London, United Kingdom DELIVEROO Full time

    About DeliverooAt Deliveroo, we believe a great workplace is one that represents the world we live in and how beautifully diverse it can be. We are committed to diversity, equity, and inclusion in all aspects of our hiring process.As Senior Operations Manager - Rider Experience, you will join our team of talented individuals who share a passion for food and...

  • London Cargo Bike Rider

    2 weeks ago

    London, Greater London, United Kingdom The Zedify group Full time

    About The RoleWe are seeking a highly skilled and physically fit individual to join our team as a Cargo Bike Rider/Courier at our Waltham Forest London hub.This is a great opportunity for someone who enjoys working independently, managing their time efficiently, and meeting delivery deadlines. As a key member of our team, you will play a vital role in...

  • Cargo Bike Rider

    3 weeks ago

    London, Greater London, United Kingdom The Zedify group Full time

    About The Zedify Group:We are shaking things up in the logistics sector by introducing a new approach to first and last-mile deliveries in cities.Our cargo bike-first model is designed to enhance brands, reduce costs, and provide a sustainable solution that is over 90% lower carbon than traditional methods.As a Cargo Bike Rider, you will play a vital role in...

  • Ride-Sharing and Delivery Services Representative

    2 weeks ago

    London, Greater London, United Kingdom Gopuff Full time

    We are currently seeking experienced delivery riders to join our team at Gopuff. As a delivery rider, you will be responsible for delivering essential items to customers in your local area, using your own vehicle and following a flexible schedule.To be successful in this role, you will need to have a good understanding of the local area, a reliable vehicle,...

  • Compliance Team Lead

    7 months ago

    London, United Kingdom Deliveroo Full time

    **Compliance Team Lead**: **(Junior Manager)** Reporting into the Global Rider Operations Manager, you will be leading the Rider Compliance team, who are responsible for ensuring our riders are compliant and supported while on the road. Your goal is to run an engaged and motivated team while redefining what good looks like. We want to offer the best rider...

  • Sales Assistant

    1 week ago

    London, United Kingdom Zoomo Full time

    **ABOUT ZOOMO** At Zoomo, our vision is to decarbonise the last mile delivery space. If you have used Gorillas or Getir delivery, chances are they came to you on our Zoomo bikes! Expect to join a fast-paced and supportive environment where opportunities are big and career development important. Zoomers represent over 20 nationalities and our leadership team...

  • Global Escalations Operations Specialist

    4 days ago

    London, United Kingdom Deliveroo Full time

    **Customer Care Operations Specialist** Our Customer Care team's mission is to ensure our customers receive the highest quality of Care from anywhere across the globe where they might find themselves using Deliveroo, acting as an escalation point and support hub for Care related matters.As a Customer Care Operations Specialist, you'll be working on some of...

  • Global Escalations Operations Specialist

    6 days ago

    London, United Kingdom Deliveroo Full time

    **Global Escalations Operations Specialist - (English Speakers or French Speakers)** **12 month FTC - Potential to be full time** **London based Hybrid Role - (2-3 days in office per a week)** **Salary: initially £23-24k and bonus + benefits** **Visa - We are unable to support Visa for this position, you must be based in the UK to be eligible to...

  • Global Escalations Operations Specialist

    7 months ago

    London, United Kingdom Deliveroo Full time

    **Complaint Handler Generalist (12 month FTC)** **Hybrid Role ( 2 days within Central London HQ Office)** **Please note we are unable to offer visa sponsership for this position** Our Customer Care team's mission is to ensure our customers receive the highest quality of Care from anywhere across the globe where they might find themselves using Deliveroo,...

  • Saturday and Sunday Logistics Assistant

    3 weeks ago

    London, Greater London, United Kingdom The Zedify group Full time

    Are you looking for a challenging and rewarding career in logistics? We are seeking a skilled and experienced delivery rider to join our team in Waltham Forest, London as a Cargo Bike Rider/Courier.Job Overview:This role involves delivering packages to valued customers while promoting our partner brands through excellent customer service. You will be...

  • Global Escalations Operations Specialist

    4 days ago

    London, United Kingdom Deliveroo Full time

    **Global Escalations Operations Specialist (Cantonese Speaking) (Overnight)** Our Customer Care team's mission is to ensure our customers receive the highest quality of Care from anywhere across the globe where they might find themselves using Deliveroo, acting as an escalation point and support hub for Care related matters.As a Customer Care Operations...