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Global Escalations Team Leader

2 months ago

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

We are seeking a highly skilled and experienced Global Escalations Team Leader to join our Customer Service Operations team at Deliveroo. As a key member of our team, you will be responsible for leading a team of customer service representatives, ensuring that customer queries are handled efficiently and effectively.

Key Responsibilities
  • Team Leadership: Supervise a team of customer service representatives, providing guidance and support to ensure that customer queries are handled to the highest standard.
  • Data-Driven Decision Making: Utilize data and analytics to inform decision making, ensuring that the team is operating efficiently and effectively.
  • Customer Service Excellence: Ensure that customer service standards are consistently met, and that customer complaints are handled promptly and professionally.
  • Training and Development: Develop and implement training programs to ensure that team members have the skills and knowledge required to provide excellent customer service.
  • Process Improvement: Identify areas for process improvement and implement changes to enhance the customer experience.
  • Collaboration and Communication: Collaborate with other teams, including the Policy Team, to ensure that customer service policies and procedures are aligned with business objectives.
Requirements
  • Strong Leadership Skills: Proven experience in leading a team, with a track record of success in customer service operations.
  • Data Analysis: Ability to analyze data and make informed decisions to drive business outcomes.
  • Customer Service Expertise: Strong understanding of customer service principles and practices, with a focus on delivering exceptional customer experiences.
  • Communication and Interpersonal Skills: Excellent communication and interpersonal skills, with the ability to build strong relationships with team members, stakeholders, and customers.
  • Business Acumen: Strong business acumen, with a understanding of the food delivery industry and the challenges faced by customers and businesses.
About Deliveroo

Deliveroo is a fast-growing food delivery company that is transforming the way people shop and eat. We are a technology-driven company that is passionate about delivering exceptional customer experiences. We are committed to diversity, equity, and inclusion, and we believe that our team members are the heart of our business.