Customer Experience Transformation Specialist

2 weeks ago

London, United Kingdom Deliveroo Full time

**(12 month FTC)**

**Compensation: 31,300 + bonus and benefits**

We are unable to offer visa support for this role.

Are you someone who loves tackling problems head-on and finding effective solutions? Do you ever feel frustrated with the slow pace of change in your current role, where your ideas often go unnoticed? Are you really passionate about consumers and interested in shaping how we do things and transforming customer experiences when they interact with us?

If this sounds like you, we've got the perfect opportunity waiting for you Deliveroo is seeking three exceptional Customer Experience Transformation Specialists to join our team for a 1 year fixed term contract. But wait, this role isn't your typical run-of-the-mill contact centre gig. We want you to go beyond the surface and delve deep into our agent processes, understand how our customers respond to them, and work hand-in-hand with our tools and incredible team to transform our customer experience.

You'll be spending around 75% of your time handling customer contacts, but here's the exciting part: the remaining 25% will be spent collaborating closely with our Operations Manager, Policy and Tech teams. Together, you'll identify necessary changes, test out new proposals, and support the transformation of our customers' experience.

As a part of the Care team, your main responsibility will be to ensure our valued customers are taken care of when things don't go according to plan. Deliveroo operates in a complex three-sided marketplace (customers, riders, and restaurants), and let's face it, issues can arise despite everyone's best efforts. Whether it's cold food, late orders, or missing items, your role will be to swoop in, resolve the situation, and leave our customers so satisfied that they become loyal advocates of our platform. After all, nobody wants to experience the infamous state of being "hangry".

**Join us in this role, and you'll have the opportunity to**:

- Shape how we do things for our high priority customers by testing our tools, policies and processes
- Confidently orchestrate our other sides of the marketplace (riders and restaurants) liaising with them to ensure orders are delivered smoothly
- Harness your contact centre experience to bring about actionable change, giving the operational, policy and product teams insights on what we need to do to keep our customers happy.
- Be the voice of the customer and our 3000+ customer service agents that sit across the globe, ensuring all tooling/policy decisions consider their best outcome
- Reach and exceed performance targets and quality standards (_we have to have them, but you're going to be so far ahead of them)_

By doing this YOU will make Deliveroo the definitive online food company and the next time customers are hungry, we'll be the first company they think of all thanks to YOU

**What a Customer Experience Specialist looks like**
- Experienced in an industry where you have had to deliver world class service to customers, and can demonstrate individual impact and achievement in previous roles
- Logical thinker - can understand the situation and propose the best way forward
- Has been a customer of Deliveroo/other food delivery apps in the UK and can resonate with the feelings customers are expressing when they contact us.
- Comfortable multitasking and managing time (_their time and priorities not actual time_)
- Is comfortable voicing their opinion and working with senior management
- Is extremely driven to achieve great outcomes for their customers, and setting high standards for themselves and their peers
- Has experience working with some data and can crunch some numbers - from time to time you're going to have to calculate the refund you want to give to customers vs relying completely on the value our systems automatically generate.
- Can demonstrate learning and growing from constructive feedback

**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, when and where they want it.

We are a technology-driven company at the forefront of the most rapidly expanding 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 ownership, and we are always looking for new ideas.

**Workplace and 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 i

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