Operations Analyst - Premium Care

About the team

The Premium Care team sits within the Marketplace Support org and is responsible for managing our Premium Care operations end-to-end. Premium Care is our elevated Care offering which is available exclusively to Plus Diamond members, who have been invited to join the membership due to their loyalty to the Deliveroo platform. As such, the Premium Care team is responsible for delivering the best possible customer service to this group of very top customers.

What you’ll be doing

As an Operations Analyst within the Premium Care team, you will be responsible for digging deep into the data to fully understand a customer’s experience, which will then help us make decisions that will positively impact the Premium Care service. Your responsibilities will include:

• Monitoring the performance of Premium Care across our markets.
• Producing daily, weekly and monthly reports, including at an agent level, that surface trends, and suggesting actions we should take off the back of the data.
• Working closely with our Policy, Process, Content, QA and Training teams to ensure that trends we are seeing are fed back to them, so we continuously improve the way we operate.
• Working closely with our vendor team to share feedback with them on agent performance.
• Taking customer contacts weekly and logging feedback so we can improve the experience our Premium Care agents provide.
• Supporting the launch of new sites as well as BAU continuous improvement initiatives at sites post launch.
• Providing analytical support to the wider Premium Care team.

Requirements

• Has 2+ years of experience working in a fast moving and dynamic company.
• Has been a customer of Deliveroo/other food delivery apps in the UK and can resonate with the feelings customers are expressing when they contact us.
• Has solid analytical background (e.g. Excel pivot tables and INDEX MATCH), experience with Python, SQL or other analytical tools (Looker) are preferred, but not required.
• Open to travel to sites globally.
• Must work a minimum of 3 days a week from the office.

Benefits

25 days holiday, paid bank holidays, pension, life, health & dental insurance

Deliveroo Plus subscription, benefits including discounted gym subscription, wellbeing

Employee assistance program, Cycle-to-work scheme

Company-paid team meals and nights out

Online learning courses

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.