Head of Quality, Training, Process (Contact Centre)

Head of Quality, Training, Process

The Global Marketplace Support team

As a member of the Marketplace Support leadership team you will bring significant experience to the group, sharing industry knowledge and applying this in the on-going development of the service. You will be regularly required to discuss performance with Deliveroo's SLT, are comfortable in communicating with C-suite, and are able to break down complex problems for discussion.

The Support Excellence team is the engine room within Marketplace Support - ensuring the frontline Care, Partner Operations, and Rider Operations teams are equipped to deliver exceptional customer service.

Hybrid Role - London HQ based (3 days per week)

In this role you'll be involved in four key areas:

1. Managing our global Quality team and strategy - ensuring Deliveroo service standards are achieved and policies adhered to by all customer facing functions.
2. Lead our global Training team and strategy - from onboarding to continuous improvement across in-house and outsourced teams.
3. Own development and continuous improvement of existing agent processes, balancing optimisation for productivity versus experience.
4. Define the content management and utilisation strategy - including the knowledge base platform and content plus written macros.

What you’ll be doing

• Lead, manage, and develop a team of 4 direct and 42 indirect reports.
• Support the performance of our outsourced partner(s), identify areas for improvement and put in place plans to achieve identified opportunities.
• Surface pain-points and broken processes. Diagnose areas of optimization and demonstrate hypothesis driven problem solving abilities.
• Develop strategies to improve the experience our Operations teams deliver to all sides of the marketplace.
• Drive transformational changes in our existing agent processes to build on consumer love for the Deliveroo brand.
• Own feedback loops with stakeholders from across the business - advocating up-stream initiatives to drive customer satisfaction.
• Own deep-dives and lead updates with CEO/ executive stakeholders on all enquiries regarding Care processes and support Legal & Communications teams respond to external enquiries.
• Coach and mentor the next generation of leaders within Deliveroo.
• Develop training strategy that incorporates a variety of methodologies to optimise training effectiveness.
• Responsible for the end to end agent processes and their associated customer experience, driving improvements, improving efficiency, and reducing complaints.
• Enhance the quality of interactions across all sides of the Marketplace, ensuring quality assurance, compliance, regulatory, and legal obligations are met across all interactions
• Develop strategies for agent knowledge base, ensuring ease of use and comprehensive process guides.
• Work closely with the Service Excellence team, acting as the voice of the customer, championing change and improvements across the customer experience, driving change and influencing future change/projects to support and achieve improvements.
• Participate in, and sometimes lead, special cross-functional projects as reasonably required of your role.
• Motivate and inspire direct reports to lead their teams to success conducting regular coaching and mentoring sessions to ensure the highest level of performance.
• Will require international travel.

Requirements:

• Be part of a 24/7 on-call rota, roughly 2 weeks per quarter (Level 2 on-call incident management coverage including nights, weekends, bank holidays)
• Prior professional experience with optimisation, processes, systematic organisation, program/project management.
• High emotional IQ to expertly manage leadership and key stakeholder relationships with vendor(s) and in-country leaders.
• Strong planning and organisational skills; attention to detail.
• Data-driven decision mentality and sound business judgement through strong analytical thinking.
• Results focussed, with experience delivering cross-functional performance improvement projects.
• Can prioritise effectively and lead on multiple project workstreams concurrently and independently.
• Takes personal accountability for quality and accuracy of their own and their team’s work.
• Leading by example with experience empowering a team to execute under pressure and tight deadlines.
• Solid analytical background (e.g. Excel pivot tables and Index Match), SQL skills are highly desirable but not essential.
• Excellent written and oral communication skills; able to effectively communicate with technical and non-technical audiences.
• Experience managing an operation through periods of significant growth or change.
• Strong experience of senior stakeholder management and working in a partnering environment.

Why Deliveroo

Our mission is to transform the way you shop and eat, bringing the neighbourhood to your door by connecting consumers, restaurants, shops and riders. We are transforming the way the world eats and shops by making access to food and products more convenient and enjoyable. We give people the opportunity to buy what they want, as they want it, 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 & 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 in and how beautifully diverse it can be. That means we have no judgement when it comes to any one of the things that make you who you are - your gender, race, sexuality, religion or a secret aversion to coriander. All you need is a passion for (most) food and a desire to be part of one of the fastest-growing businesses in a rapidly growing industry.

We are committed to diversity, equity and inclusion in all aspects of our hiring process. We recognise that some candidates may require adjustments to apply for a position or fairly participate in the interview process. If you require any adjustments, please don't hesitate to let us know. We will make every effort to provide the necessary adjustments to ensure you have an equitable opportunity to succeed.

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