Senior Operations Analyst (Cantonese/ English) - Premium Care

About the team

The Premium Care team, situated within the Marketplace Support organisation, oversees the complete management of our Premium Care operations. This elevated Care offering is exclusively available to Plus Diamond members, who are invited to join the membership based on their loyalty to the Deliveroo platform. Consequently, the Premium Care team is tasked with providing exceptional customer service to this select group of customers. Operating as a dynamic and fast-paced team, it prioritises proactivity, collaboration, and resilience to achieve enhanced outcomes and foster a more seamless environment for both customers and agents.

What you’ll be doing

As a Senior Operations Analyst within the Premium Care team, your responsibilities include delving into data to understand the customer experience and make decisions to enhance the Premium Care service. Additionally, you will be responsible for fostering a positive work environment both internally and externally, and collaborating proactively based on in-depth analysis and insights. Your responsibilities will include:

• Monitoring the performance of Premium Care across our markets.
• Generating daily, weekly, and monthly reports, including at an agent level, to identify trends and recommend actionable insights based on the data.
• Collaborating with our Policy, Process, Content, QA, and Training teams to ensure that observed trends are communicated for continuous improvement.
• Managing vendor performances and participating in meetings to design a better coaching approach while flagging opportunities and ensuring the operational model is optimised for the best performance.
• Handling customer contacts on a monthly basis and as required by projects, logging feedback to enhance the experience provided by our Premium Care agents.
• Supporting the launch of new sites and engaging in continuous improvement initiatives post-launch, potentially involving bi-monthly travel outside of the UK.
• Providing analytical support in English and Cantonese to the wider Premium Care team as needed.
• Participating in the on-call scheme to support internal and external teams when SLAs are at risk, while also owning resolution for the most sensitive escalations.
• ‘On call’ rota that rotates for a week every 3 months or so whereby you will need to be available for any urgent escalations.

Requirements

• Has 2+ years of experience in a fast-moving and dynamic company within a customer care environment.
• 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 on a bi-monthly basis.
• Must work a minimum of 3 days a week from the London office.
• Must be fluent in English and Cantonese

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 op