Marketplace Support

Why Deliveroo?

Our mission is to transform the way you shop and eat — connecting consumers, restaurants, shops, and riders to bring the neighbourhood to your door. We're redefining convenience and experience in one of the fastest-growing industries in the world.

We're a technology-driven company tackling complex, real-time challenges across a three-sided marketplace. Millions of customers and thousands of partners rely on us to match them within milliseconds — and our people are at the heart of making that possible.

We move fast, value ownership, and empower new ideas.

The Role

The Marketplace Support & Service Excellence teams, based in London, are responsible for a broad range of business-critical activities, including:

• Customer service for consumers, riders, and partners

• Onboarding of new partners and riders

• Setting customer and rider experience standards

• Acting as the ultimate voice of the customer

With a global contact centre network supporting multiple markets and languages, this role is central to ensuring the smooth and effective operation of the teams that keep our customers happy and our business moving.

This role reports directly to the Director, Marketplace Support, with a dotted line to the Director, Service Excellence. The Team Coordinator will act as both Executive Assistant and operational anchor for both leadership teams, supporting 4–6 senior stakeholders and driving department-wide engagement and coordination.

What You'll DoExecutive Assistant & Operational Support

• Provide EA support to the Marketplace Support and Service Excellence leadership teams (4–6 leaders), including complex calendar management, travel coordination, and expense report submissions.

• Coordinate group travel bookings for departmental trips, proactively resolving any travel challenges while team members are on the road.

• Support quarterly planning meetings — coordinating logistics, tracking outcomes, and monitoring progress against action items.

• Manage and maintain the department's On Call rota and act as PagerDuty administrator, ensuring full coverage at all times.

• Participate in on-call rotation (estimated one week per quarter).

Department Rhythm & Communication

• Manage the department operating rhythm, including Leadership Team meetings, planning sessions, and daily/weekly cadences.

• Track and follow up on key deliverables, ensuring accountability across teams.

• Prepare and coordinate materials for All Hands meetings, including agenda creation, presentation development, logistics, and recognition awards (e.g. VIP awards).

• Draft and design internal communications, such as monthly newsletters and leadership updates.

Engagement, Culture & Events

• Analyse department Peakon (employee survey) results to surface insights on engagement and sentiment. Highlight pain points and propose clear, data-driven actions to management.

• Partner with the Social Committee to plan and deliver department social events, maintaining budget tracking and spend compliance.

• Drive participation in corporate engagement events, ensuring broad awareness and involvement across the team.

• Lead the team culture and engagement strategy, working with leadership to coordinate team-building activities, recognition moments, and training sessions.

Project & Process Management

• Support department-wide project execution, ensuring smooth delivery of cross-functional initiatives.

• Track and report progress on sprint deliverables and strategic milestones.

• Support continuous improvement efforts, identifying efficiency opportunities and implementing solutions.

• Liaise with internal and external stakeholders to ensure seamless coordination of key initiatives.

Requirements

We're looking for someone who brings both structure and creativity — a professional who thrives in a fast-paced, global environment and enjoys working across multiple priorities.

You'll have:

• Proven experience in executive or team coordination roles, supporting senior leaders or cross-functional teams.

• Strong project and organisational skills, able to manage competing priorities effectively.

• Excellent communication and stakeholder management skills, both written and verbal.

• Proficiency in G Suite (Sheets, Docs, Slides) and confidence working with data and presentations.

• Analytical capability to interpret employee survey data and translate findings into actionable insights.

• Hands-on, solutions-oriented mindset — comfortable stepping in to resolve issues and keep things moving.

• Experience coordinating travel, events, and budgets.

• Comfort working in a dynamic, high-change, technology-driven environment.

• Interest or experience in customer operations, experience, or service excellence is a plus.

Benefits and Diversity

At Deliveroo, people are at the heart of everything we do. We offer a wide range of competitive benefits across health, family, finance, community, and personal development.

We believe a great workplace is one that reflects the diversity of the world we live in. That means no judgment — just a shared passion for great food and even better work.

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