Customer Care Manager

Deliveroo, Melbourne

Your favourite restaurants, delivered fast to your door.

Why Deliveroo?

When you first think about Deliveroo, you probably think of getting great food to your house in less than half an hour.  Awesome right? But behind the scenes is the real story. This story is one of high growth, huge challenges and an enormous opportunity ahead of us. It began with our founder Will, arriving in London over 5 years ago and finding it almost impossible to order great food, despite the wealth of incredible restaurants in the city.  Fast forward 5 years and we operate in 13 countries with over 50,000 riders who deliver orders from 50,000 restaurants in over 200 cities worldwide. 

We want to be the definitive food company - the app you go to any time you have a hunger pang. We are transforming the way people think about food. We are providing people with limitless access to different cuisines and restaurants, turning cooking from a chore to a choice, and giving people the freedom to eat what they want, when they want, where they want it.

We work with riders, restaurants and consumers. We operate one of the most complex three sided marketplaces in the world and we do this in real time. Millions of customers and thousands of restaurants and riders rely on us to match them within milliseconds. The algorithms behind that marketplace are the secret sauce that allow us to deliver our orders in under 30 minutes. 

And we’re just getting started

The scale of the opportunity ahead of us is immense. The global food market is valued at £7.7 trillion but only 1% of it is currently online. Contrast that with the digital disruption of countless other industries - from banking and travel to retail and communications - it’s clear that our journey in the food sector has only just begun.

We are already a multi-billion dollar company that is more than doubling in size every year.  Deliveroo came top in the FT’s’ list of Europe’s fastest growing 1000 companies in 2018, and we were the first company ever to win Deloitte’s ‘UK Top 50’ two years in a row. Yet most of the extraordinary value this company will generate lies ahead of us. 

The Role

We are looking for a self-driven, highly analytical person who enjoys employing data-based insights to solve complex problems. This is the ideal role for someone looking to take their analytical and strategic skills to the next level, applying a customer-centric lens to drive improvement in customer outcomes. 


  • Developing data-based strategies to improve customer service experience and satisfaction, create engaged customers and facilitate organic growth.

  • Analysing data to develop action plans for improving Customer Care operational performance.  

  • Assisting in the creation of a clear mission and deploying strategies focused on our quarterly goals.

  • Surfacing pain-points and broken processes. Diagnose areas of optimization and demonstrate hypothesis driven problem solving abilities.

  • Acting as a stakeholder and advocate for the Australian Customer Care team; leading and contributing to inter-departmental projects 

  • Partnering with the Operations, Quality and Training functions within Customer Care to support the success of our Customer Care Representatives  


  • At least 2 years experience in a customer service management, continuous improvement, change management or strategy role - industry is no barrier. Experience in and/or demonstrable knowledge of the contact centre industry would be highly regarded. 

  • Can demonstrate strong analytical achievements and confidence with numbers

  • Solid excel and powerpoint skills

  • Excellent interpersonal, communication and presentation skills

  • Ability to effectively communicate and influence local market stakeholders

  • Ability to work quickly in tight deadlines

  • Self-driven with a can-do attitude

  • Analytical power, tact along with humility and patience

  • A passion for food

  • A qualification/certification in any of the following would be highly regarded: COPC, Lean/Six Sigma, ITIL, or similar.  


  • Rare opportunity to join a fast-growing, exciting startup changing the food delivery landscape

  • Open, respectful and fun company culture

  • BIG Friday lunches – Deliveroo'd to the office of course!

  • Weekly Exercise class to counteract all the amazing food!

  • Have a real impact on the company’s growth and evolution

  • Work with people who love what they do every day 

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 startups around.


About Deliveroo

About us Deliveroo is on a mission to transform the way the world thinks about food delivery. It’s not a chicken chow mein and a night on the sofa anymore, it’s your favourite local restaurant, it’s a dinner party, a date. We’re four years in, and along the way our team have taken hundreds of ideas from brainstorms to global roll-outs, like Deliveroo Editions – bespoke kitchens designed to host a locally-curated selection of restaurants. Editions are our solution to ensuring that our customers have access to the best of the food-scene, no matter where they live. And that’s just what we’re like at Deliveroo, no compromise allowed and lots of food-inspired challenges to get your teeth into. Out-of-the-box thinking is actively encouraged and we move quickly to make great ideas happen. We’re energetic, fast-paced and blow off steam with free-for-all Friday lunches. It’s a formula that’s working too – we’re bringing great food to customers in 12 countries and over 100 cities.

Want to learn more about Deliveroo? Visit Deliveroo's website.