Senior Operations Representative

About the team:

We are seeking an experienced individual to join our Central Rider Operations team. This dynamic and fast-paced team plays a critical role in onboarding new riders and ensuring our fleet is adequately staffed to meet customer demand. Additionally, the team conducts regular audits to maintain compliance across our rider base. This is an excellent opportunity to join a rapidly growing company and further develop your operational expertise. You will report directly to the Onboarding Team Lead.

About the role:

In this role, you will be responsible for overseeing the processes that guide applicants through the onboarding stages, conducting audits, and ensuring smooth, efficient operations. You will also identify areas for improvement and implement necessary updates.

This is a full-time position based in our London office, with a hybrid work policy (three days in the office, two days working from home), Monday through Friday. You will be required to work some weekends throughout the year.

Key Responsibilities:

• Support applicants through the onboarding stages by ensuring smooth movement through application flows

• Work towards weekly hiring targets by managing onboarding flows effectively, and proactively identify and escalate any bottlenecks or blockers that could impact the achievement of targets.

• Respond to internal and external applicant-related escalations

• Monitor onboarding supply pipelines and report any issues, blockers, or anomalies to the Rider Onboarding Team Lead

• Conduct quality checks to ensure new riders meet the necessary onboarding standards and document requirements

• Escalate issues with suggested solutions where possible, helping to unblock onboarding flows

• Carry out administrative tasks related to rider onboarding

• Collaborate with other members of the Rider Operations team to help meet KPIs and targets

• Maintain up-to-date process documentation and suggest improvements where appropriate

• Engage positively in team meetings, contributing to discussions and sharing updates

Requirements:

• You are proficient in written and spoken English and Italian

• You have strong communication skills

• You are highly organised with excellent attention to detail

• You are comfortable following structured processes and escalating where guidance is needed

• You are a team player and collaborate well with others

• You are adaptable and can work effectively in a fast-paced environment
  You are motivated, consistent, and eager to learn

• You are familiar with Google Sheets or Excel (basic to intermediate level)

Desirable Skills:

• Experience using Salesforce

• Proficient in French, Dutch

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 judgment 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.