Senior Analyst, Partner Operations- Maternity cover
Customer Care
Main Office, Manchester, United Kingdom
Fixed Term
About the team
Our Partner Support team is the face of our partner operations at Deliveroo. We investigate and resolve a wide range of issues, from tech support to payment and more. Our vendor team looks after the majority of our inbound contacts from our restaurant partners, providing efficient, world-class service in every interaction.
We’re involved in a number of business improvement initiatives focused on making the lives of our partners easier!
About the role
This is a maternity cover role for 12 months. Your typical week will be Monday-Friday with hybrid working, attending the office 3 days per week.
You’ll be responsible for looking after our overseas partner operations function, attending weekly performance, quality, and continuous improvement meetings, identifying performance issues, partner pain points, and providing opportunities to improve to the Partner Ops Manager.
You’ll be a strong communicator, able to present ideas and identify process gaps to influence our vendor teams on improvement areas.
What you’ll be doing:
* You will lead our first line vendor contact centre presence, focusing on performance, service & process.
* You’ll be confident in data analysis, owning data deep dives for weekly & monthly reporting.
* You’ll be the point of contact for all process updates and changes for the first line operations.
* Owning performance, ensuring our daily, weekly, and monthly KPIs & SLAs are met.
* You’ll provide coaching and feedback to our outsourced Ops Managers.
* You’ll be able to manage multiple projects alongside key stakeholders.
* You’ll work closely with our workforce management team.
Care on call: Your role will involve certain rota’d days supporting our wider marketplace care on call function.
Requirements:
* Previous experience working within a fast-paced, high-volume contact centre environment.
* Experience in end-to-end project involvement, from inception to delivery.
* Previous background in service or support.
* Well organized and able to identify necessary changes for vendor partners.
Why Deliveroo
Our mission is to transform the way you shop and eat, connecting consumers, restaurants, shops, and riders. We are a technology-driven company at the forefront of a rapidly expanding industry.
At Deliveroo, we prioritize the welfare of our people. Benefits differ by country, including healthcare, well-being, parental leave, pensions, and generous annual leave allowances.
Diversity
At Deliveroo, we believe in a diverse workplace. We are committed to diversity, equity, and inclusion in all aspects of our hiring process.
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