Team Leader - Global Escalations at Deliveroo: Lead the Charge in Manchester

Are you a seasoned leader with a passion for solving complex problems and ensuring exceptional customer experiences? Do you thrive in a fast-paced, dynamic environment where your decisions have a direct impact on a global scale? If so, Deliveroo is looking for a Team Leader - Global Escalations to join our team in Manchester!

In this critical role, you will lead a high-performing team responsible for managing the most complex, sensitive, and high-risk escalations across Deliveroo's global operations. You'll be a key decision-maker, escalation owner, and cross-functional partner, ensuring issues are resolved efficiently, consistently, and in line with Deliveroo's values. This role requires a blend of operational excellence and strategic thinking, utilizing data, insights, and stakeholder collaboration to reduce escalation volume, improve customer outcomes, and strengthen global processes.

Role Overview

As the Global Escalations Team Leader, you'll be at the forefront of resolving critical issues that impact our customers, riders, and restaurant partners. You'll be responsible for:

• Leading and developing a global team: Fostering a culture of accountability, empathy, and continuous improvement.
• Managing high-severity escalations: Owning and resolving complex cases that require sound judgment, policy interpretation, and cross-functional input.
• Collaborating with cross-functional teams: Partnering with Legal, Trust & Safety, Operations, Product, Policy, and Communications to ensure effective issue resolution.
• Driving process improvement: Identifying trends, root causes, and systemic issues driving escalations and implementing solutions to reduce future occurrences.
• Utilizing data and reporting: Tracking and reporting on key escalation metrics to inform leadership decisions and strategic priorities.

A Day in the Life

Here's a glimpse into a typical day as a Global Escalations Team Leader:

• Morning: Review overnight escalations, prioritize critical cases, and delegate tasks to the team.
• Mid-day: Participate in cross-functional meetings to discuss ongoing incidents, share insights, and collaborate on solutions.
• Afternoon: Coach team members on handling complex cases, provide guidance on policy interpretation, and review resolution plans.
• Late Afternoon: Analyze escalation data to identify trends and potential areas for improvement, prepare reports for leadership, and work on long-term process improvements.

Why Manchester?

Manchester is a vibrant and thriving city with a rich history and a bright future. It's a hub for innovation, culture, and talent, making it the perfect location for Deliveroo's main office. Here are a few reasons why Manchester is a great place to work and live:

• Affordable Living: Compared to London, Manchester offers a significantly lower cost of living, allowing you to enjoy a higher quality of life.
• Thriving Culture: Manchester boasts a vibrant music scene, world-class museums and galleries, and a diverse culinary landscape.
• Excellent Connectivity: With its international airport and excellent transport links, Manchester is easily accessible to the rest of the UK and the world.
• Growing Tech Hub: Manchester is rapidly becoming a major tech hub, attracting top talent and fostering a culture of innovation.
• Beautiful Surroundings: With the Peak District National Park just a short drive away, Manchester offers easy access to stunning natural landscapes.

Career Path

At Deliveroo, we're committed to providing our employees with opportunities for growth and development. The Team Leader - Global Escalations role can be a stepping stone to various career paths within the company, including:

• Escalations Manager: Overseeing a larger team of escalation specialists and taking on more strategic responsibilities.
• Trust & Safety Manager: Leading initiatives to improve the safety and security of our platform for customers, riders, and restaurant partners.
• Operations Manager: Managing a team responsible for ensuring the smooth and efficient operation of our delivery network.
• Project Manager: Leading cross-functional projects to improve processes, implement new technologies, and enhance the customer experience.

Salary & Benefits

Deliveroo offers a competitive salary and benefits package that includes:

• Competitive salary commensurate with experience
• Generous holiday allowance
• Pension plan
• Private healthcare
• Life assurance
• Employee assistance program
• Enhanced parental leave
• Cycle to work scheme
• Season ticket loan
• Free Deliveroo Plus subscription
• Regular team social events
• Opportunity to work in a fast-paced and dynamic environment
• Career development and progression opportunities
• Employee discounts on Deliveroo orders
• Modern and collaborative office space in Manchester

The Deliveroo Culture

At Deliveroo, we're passionate about transforming the way people eat and shop. We're a technology-driven company at the forefront of the most rapidly expanding industry in the world. We're a small team making a big impact, and we're looking for talented individuals who share our vision.

We foster a culture of collaboration, innovation, and continuous improvement. We encourage our employees to take ownership of their work, challenge the status quo, and strive for excellence. We believe in empowering our people to make a difference and providing them with the resources and support they need to succeed.

How to Apply

If you're a dynamic leader with a passion for solving complex problems and making a positive impact, we encourage you to apply for the Team Leader - Global Escalations role at Deliveroo. Please submit your resume and cover letter through our online application portal. We look forward to hearing from you!

FAQ

1. What are the key responsibilities of the Team Leader - Global Escalations role?

   The key responsibilities include leading and developing a global escalations team, managing high-severity escalations, collaborating with cross-functional teams, driving process improvement, and utilizing data and reporting to inform decision-making.

2. What qualifications are required for this role?

   We're looking for candidates with proven experience leading escalation, risk, trust & safety, or customer operations teams in a global environment. Strong background handling complex, sensitive, or high-risk cases, and experience working cross-functionally with senior stakeholders are also essential.

3. What skills and attributes are important for success in this role?

   Excellent judgement and decision-making under pressure, strong leadership, coaching, and people-management skills, exceptional communication skills, an analytical mindset, and the ability to operate in ambiguity and fast-paced environments are crucial for success.

4. What is the career path for this role?

   The Team Leader - Global Escalations role can be a stepping stone to various career paths within Deliveroo, including Escalations Manager, Trust & Safety Manager, Operations Manager, and Project Manager.

5. What are the benefits of working at Deliveroo?

   Deliveroo offers a competitive salary and benefits package, including generous holiday allowance, pension plan, private healthcare, life assurance, employee assistance program, enhanced parental leave, cycle to work scheme, season ticket loan, free Deliveroo Plus subscription, and regular team social events.

6. What is the Deliveroo culture like?

   At Deliveroo, we foster a culture of collaboration, innovation, and continuous improvement. We encourage our employees to take ownership of their work, challenge the status quo, and strive for excellence.

7. Where is the main office located in Manchester?

   Our main office in Manchester is located in the city center, easily accessible by public transport.

8. What is the interview process like?

   The interview process typically involves an initial screening call, followed by interviews with the hiring manager and other members of the team. You may also be asked to complete a case study or presentation.

9. What opportunities are there for professional development?

   Deliveroo is committed to providing its employees with opportunities for professional development. We offer a variety of training programs, mentorship opportunities, and career development resources.

10. How does Deliveroo support employee well-being?

    Deliveroo is committed to supporting employee well-being. We offer a variety of resources, including an employee assistance program, mental health support, and flexible working arrangements.