Job ID: EV3091

Customer Care

Manchester - Main Office

Permanent

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About the team:

We are seeking an experienced individual to join our Central Rider Operations team. This dynamic and fast-paced team plays a critical role in onboarding new riders and ensuring our fleet is adequately staffed to meet customer demand. Additionally, the team conducts regular audits to maintain compliance across our rider base. This is an excellent opportunity to join a rapidly growing company and further develop your operational expertise. You will report directly to the Onboarding Team Lead.

About the role:

In this role, you will be responsible for overseeing the processes that guide applicants through the onboarding stages, conducting audits, and ensuring smooth, efficient operations. You will also identify areas for improvement and implement necessary updates.

This is a full-time position based in our London office, with a hybrid work policy (three days in the office, two days working from home), Monday through Friday. You will be required to work some weekends throughout the year.

Key Responsibilities:

Support applicants through the onboarding stages by ensuring smooth movement through application flows

Work towards weekly hiring targets by managing onboarding flows effectively, and proactively identify and escalate any bottlenecks or blockers that could impact the achievement of targets.

Respond to internal and external applicant-related escalations

Monitor onboarding supply pipelines and report any issues, blockers, or anomalies to the Rider Onboarding Team Lead

Conduct quality checks to ensure new riders meet necessary onboarding standards and document requirements

Escalate issues with suggested solutions where possible, helping to unblock onboarding flows

Carry out administrative tasks related to rider onboarding

Collaborate with other members of the Rider Operations team to help meet KPIs and targets

Maintain up-to-date process documentation and suggest improvements where appropriate

Engage positively in team meetings, contributing to discussions and sharing updates

Requirements:

You are proficient in written and spoken English and Italian

You have strong communication skills

You are highly organised with excellent attention to detail

You are comfortable following structured processes and escalating where guidance is needed

You are a team player and collaborate well with others

You are adaptable and can work effectively in a fast-paced environment
You are motivated, consistent, and eager to learn

You are familiar with Google Sheets or Excel (basic to intermediate level)

Experience using Salesforce

Proficient in French, Dutch

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.

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 judgment 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.

A competitive and comprehensive compensation and benefits package

1

Compensation

• We aim to pay every employee competitively for the role they are performing in their respective location
• Depending on role and location, some employees may be eligible for an annual cash bonus, sign-on bonus or relocation support
• Up to 5% matched pension contributions

Equity

• Some roles may be eligible for share awards, giving them ownership in Deliveroo and a share in our success

Food

• Free Deliveroo Plus: free delivery and access to special offers
• Team lunches from the best local restaurants

Time away

• 25 days annual leave plus bank holidays, increasing with length of time spent working at Deliveroo
• One day of paid leave per year to volunteer with a registered charity

• Funded single cover healthcare on our core plan, with the option to add family members at own cost
• On-site gym (HQ), discounted external gym membership
• Access to wellbeing apps such as LesMills+, Strava, Headspace, Yogaia via GymPass
• Discounted dental insurance and a range of other flexible benefits, such as critical illness cover, partner life cover, travel insurance, health assessments
• Life assurance

Work Life

• Maternity, paternity and maternity and shared parental leave, eligible from day one of employment
• Excellent kit to enable working from home and a parent-friendly working culture
• Access to free mortgage advice
• Cycle to Work Scheme or Season Ticket Loans, depending how you wish to travel
• Excellent learning and development opportunities and access to RooLearn, our learning platform, packed with high-quality training and content
• Regular Employee Resource Group (ERG) led social events – examples include dinners, dance lessons and in-office yoga sessions