Rider Engagement Specialist

24 hours ago

London, Greater London, United Kingdom Deliveroo Full time
About Deliveroo

Deliveroo is a leading food delivery and logistics company that connects consumers with restaurants, shops, and riders. Our mission is to transform the way people shop and eat by bringing the neighbourhood to their door.

The Role

We're seeking a talented Rider Operations Associate to join our Rider Operations Team. In this role, you will play a crucial part in providing exceptional support to our riders. You will analyze data to optimize processes, implement new procedures to enhance efficiency, and supervise a team of support agents to ensure high-quality customer service.

Key Responsibilities
  • Analyze data to identify trends and areas for improvement, and implement process changes to drive efficiency and rider satisfaction.
  • Supervise a team of support agents, providing guidance, training, and performance feedback to ensure high-quality customer service.
  • Develop and implement quality assurance measures to monitor and evaluate agent performance.
  • Coordinate responses to escalations and work to improve issue escalation processes.
  • Provide excellent rider service to our riders, ensuring their needs are met and exceeded.
Requirements
  • 2-3 years of relevant professional experience.
  • Ability to analyze data and make actionable insights.
  • Excellent written and verbal communication skills in English and Chinese.
  • Clear and engaging communication skills in person, on the phone, and in writing.
  • Ability to deliver complex messages and explain concepts clearly and succinctly to a diverse audience.
  • Refined interpersonal skills, ability to empathize and connect with people from a wide variety of backgrounds.
  • Significant experience in a people-facing role.
  • Confidence to remain calm under pressure and instill calm in others.
What We Offer

At Deliveroo, we prioritize our employees' welfare and offer a range of benefits, including healthcare, well-being, parental leave, pensions, and generous annual leave allowances. We are committed to diversity, equity, and inclusion in all aspects of our hiring process and recognize that some candidates may require adjustments to apply for a position or fairly participate in the interview process.

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