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Global Escalations Team Lead

1 month ago

London, Greater London, United Kingdom Deliveroo Full time
Global Escalations Team Leader

Deliveroo is transforming the way people shop and eat, bringing the neighbourhood to their door by connecting consumers, restaurants, shops, and riders. As a Global Escalations Team Leader, you will play a crucial role in ensuring that our customers receive exceptional service, even when things don't go as planned.

Key Responsibilities:
  • Utilize data to manage team performance, effectively allocating workloads, resources, and staff.
  • Stay up-to-date with customer issues and trends, and disseminate relevant information across teams as needed.
  • Serve as an escalation point for customer issues across markets, employing an optimisation-oriented approach to problem resolution.
  • Recruit, onboard, and train new employees, fostering a culture of continuous learning and development.
  • Collaborate with the Policy Team to establish and refine customer service policies and procedures.
  • Embody the Deliveroo values as a company ambassador, nurturing an inclusive, empathetic culture.
  • Conduct regular one-on-one catch-ups with team members to provide guidance, support, and feedback.
  • Monitor and address team members' lateness and absence rates, conducting performance reviews when necessary.
  • Leverage your experience to deliver effective solutions within deadlines.
  • Independently plan, organise, and achieve departmental goals, such as creating and implementing training material.
  • Utilise your customer service skills to handle issues and turn around serious complaints caused by negative customer outcomes.
  • Leading on projects, liaising with stakeholders to meet and exceed goals for the Global Escalations team (e.g. CSAT, retention etc)
  • Adapt to rotational shift work, including overnight shifts and weekends.
Requirements:
  • Strong written and spoken English skills
  • Team management and leadership experience
  • Demonstrated experience in training and upskilling internal team members as well as 3rd party agents
  • Willingness to take responsibility of projects and initiatives within the Care organisation
  • Knowledge of Customer Service systems would be beneficial
  • Ability to thrive in a dynamic organisation, taking initiative to drive results
  • Planning and strategy experience
  • Ability to meet goals frequently exercising sound logic when making decisions
Benefits:
  • 25 days holiday, paid bank holidays, pension, life, health & dental insurance
  • Deliveroo Plus subscription, benefits including discounted gym subscription, wellbeing
  • Employee assistance program, Cycle-to-work scheme
  • Company-paid team meals and nights out
  • Online learning courses