Operations & Innovation Associate (Fixed term contract 12 months)

About the role

This role sits in the Rider Support & Compliance team, which is part of the Rider Operations department.

The Rider Support team provides email support to the Italian rider fleet on non-live issues such as tax & payments, insurance and App features, and aims at creating the best experience when riding with Deliveroo.

As Deliveroo continues to grow, we remain the main point of contact for riders - aside from providing the best support, we use data-driven insight and industry knowledge to continue innovating and creating value for our fleet.

The Rider Support Team is focused on the relationship with the rider fleet but also cooperates with other internal teams and departments to offer the best riding experience.

Your tasks will include:

• Support our rider fleet on payment queries
• Cooperate with our Tax & Payment Associate on the electronic invoice submission
• Handle rider insurance claims
• Collaborate with the Rider Support Lead on innovating existing procedures and creating scalable policies and processes through different tools
• Identify inefficiencies and pain points and work to either provide a solution autonomously or report them
• Liaise with external providers and perform quality checks

Requirements

Italian is your mother tongue (or equivalent), you must be fluent in both written and spoken English - you’ll be interacting daily with colleagues in our HQ in London, as well as with external providers abroad.

Knowledge of some programming language and of tools to create integrations is a plus - the ideal candidate will be able to drive technical efficiency through basic coding (Javascript) and external tools like Typeform or Zapier.

How you’ll be spending your time

• Support on queries from riders: 25%
• Work on innovation with team and other departments: 20%
• Invoice management: 20%
• Insurance claims: 15%
• Meetings and 1 to 1s: 10%
• One off/not recurring activities: 10%

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