Uncubed

Customer Service Quality Manager

Deliveroo, Milan

Your favourite restaurants, delivered fast to your door.


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 sink 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 200 cities.

Key Responsibilities

  • Determining, negotiating and agreeing on in-house quality procedures, standards and specifications

  • Working with operating staff to establish procedures, standards, systems and procedures

  • Writing management and personal agent reports on performance

  • Determining training needs for agents

  • Acting as a catalyst for change and improvement in performance and quality

  • Recording, analysing and give feedback on performance on agent base level. Like listening to calls, review emails, etc.

  • Update processes material and create new training material when there are specific needs

  • Responsible to train the new agents and get them to the onboarding process the first week

Skills:

  • Knowledge of management training techniques

  • Proficiency in English

  • Strong client-facing and communication skills

  • Training staff to deliver a high standard of customer service

  • Customer service orientation

  • Analytic skills/ Data driven

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.