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Deliveroo // restaurant food delivery
London    Posted: Thursday, September 09, 2021
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The Role- Head of UKI Partner Services (Call Centre)

Are you a first class call centre leader who can help us improve the restaurant experience on Deliveroo? We are looking for a Head of Partner Services to join our UK&I Commercial team based in Manchester. Reporting into the Director, Small Medium Business  UK&I, this is an exciting & challenging role focused on leading a 40 person team that is responsible for ensuring every one of our restaurants & retailers get the help they need at the moment they need it so they can maximise their sales on Deliveroo. 

What Youll Be Doing

  • Building & managing a high performing contact centre team. You will build & motivate the team that support restaurants & retailers with both on-boarding & post on-boarding activities. 
  • Providing best in class support to our restaurants. You will set & achieve ambitious targets by optimising our processes, deploying new technologies & building team capabilities such that we solve our incoming partners queries in a timely & efficient manner & with top partner satisfaction scores.  
  • Unlocking efficiency gains across our wider  UK & Ireland Commercial teams. You will work closely with our face-to-face account management teams to define the most efficient approaches to solve their restaurant or retailers needs while ensuring they focus on the highest value-adding activities 

The Candidate

This is a demanding role which will require drive, ambition & enthusiasm. The successful candidate will have a passion for running high performance operational teams. 

The desired skills/experiences include:

  • At least 7 years of relevant experience in Call Centre Management roles
  • Proven track record of motivating & engaging frontline call centre teams to deliver an efficient & customer-obsessed experience
  • Results-orientated with a high usage of data to manage performance & identify new opportunities for improvement
  • Agility to operate in an ambiguous environment & anticipate & respond quickly to short-term operational issues as they arise
  • Ability to define & deliver organisational, technology or process changes at speed with high levels of team adoption
  • Collaborative approach with peers & business leaders to build support for & unlock resources to support delivery of your agenda 
  • Knowledge of the restaurant & grocery industries is a plus
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