Head of Customer Support
Common Room- Full Time
- Expert & Leadership (9+ years)
Candidates should possess proven experience in either consultancy, strategy, or operational roles, ideally within a contact centre environment. Operational experience leading and driving operational improvements and/or change management initiatives at scale is required, along with a detailed understanding of the sales tech stack including CRM (Salesforce), sales engagement platforms (e.g. Salesloft, Outreach, HVS etc), telephony, and the operational and motivational levers that drive the success of new business outreach, account management, or customer success.
As a Head of Operational Support, you will be responsible for defining and scoping the operating vision for Deliveroo’s SMB Contact Centres and delivering strategic projects to improve commercial performance. You will build core enabling capabilities to support the SMB Contact Centres, spanning Performance Analytics & Planning, Workforce Management, Quality Assurance, Agent on-boarding & training, and Sales & Contact Centre technology deployment. Furthermore, you will develop Go-To-Market processes to embed change at scale, manage stakeholder relationships, monitor contact centre performance, conduct data analysis, and create strategies for course correction when needed.
Online food delivery connecting customers and restaurants
Deliveroo connects customers with a variety of restaurants through its online food delivery service. Customers can place orders via the Deliveroo website or mobile app, which are sent to partner restaurants for preparation. Once the food is ready, Deliveroo's network of delivery riders brings it directly to the customer's home. This system allows restaurants to expand their reach without handling their own delivery logistics. Deliveroo earns money by charging restaurants a commission on orders and customers a delivery fee. They also offer a subscription service, Deliveroo Plus, which gives customers unlimited free delivery for a monthly fee, encouraging loyalty and providing consistent revenue. Additionally, Deliveroo engages in community initiatives, such as providing free meals to NHS workers during the pandemic, which helps build a positive public image and strengthen community relationships.