Operations Representative, Rider Onboarding & Compliance

Job ID: R19622

Location: London - The River Building HQ

Contract: Permanent

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About the team

We’re looking for a talented individual to join our Rider Onboarding and Compliance Team. This team helps applicants become riders to ensure we have enough riders in the fleet to supply customer demand and proactively ensure riders remain in service and compliant during their time with Deliveroo.

About the role

You will report to the Rider Compliance Team Lead and collaborate with the Rider Compliance Team to proactively ensure riders remain in-service and compliant by effectively and efficiently managing compliance pipelines. In collaboration with the Rider Compliance Senior team, you will be responsible for reducing rider downtime resulting from compliance processes and ensuring Deliveroo is compliant with local laws at all times.

What you'll be doing

• Accurately load riders to compliance sweeps to ensure we have valid and compliant rider information and documentation
• Monitor the rider compliance flows to ensure minimal friction in the process
• Provide SME compliance knowledge to Deliveroo team to ensure we successfully launch in new markets and our fleet remains compliant
• Manage vendor compliance queues to ensure that compliance cases are reviewed and actioned efficiently
• Develop and provide SME market-specific compliance knowledge to our vendors and internal teams
• Respond to internal and external compliance escalations
• Ensure the Rider Compliance Team process and training documentation is up-to-date
• Provide comprehensive training to new starters and our vendors
• Collaborate with the Compliance Team to identify opportunities for reducing inefficiencies within our processes
• Collaborate with the broader Rider Compliance Team to achieve KPIs and targets
• Proactively identify, investigate and take appropriate actions to mitigate rider compliance risk within our fleet or processes

Requirements

• You are proficient in written and spoken English
• You are an excellent and confident communicator
• You are highly organised
• You are a strong team player
• You are happy working in a fast-paced environment and can easily adapt to change
• You are self-motivated and eager to learn
• You are curious and can challenge processes that aren’t working -- you get to the bottom of things
• You are familiar with G-Sheets or Excel (can maintain complex spreadsheets)
• Experience using Salesforce

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.

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 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 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.

Compensation

• We aim to pay every employee competitively for the role they are performing in their respective location
• Depending on role and location, some employees may be eligible for an annual cash bonus, sign-on bonus or relocation support
• Up to 5% matched pension contributions

Equity

• Some roles may be eligible for share awards, giving them ownership in Deliveroo and a share in our success

Food

• Free Deliveroo Plus: free delivery and access to special offers
• Team lunches from the best local restaurants

Time away

• 25 days annual leave plus bank holidays, increasing with length of time spent working at Deliveroo
• One day of paid leave per year to volunteer with a registered charity

Benefits

• Funded single cover healthcare on our core plan, with the option to add family members at own cost
• On-site gym (HQ), discounted external gym membership
• Access to wellbeing apps such as LesMills+, Strava, Headspace, Yogaia via GymPass
• Discounted dental insurance and a range of other flexible benefits, such as critical illness cover, partner life cover, travel insurance, health assessments
• Life assurance

Work Life

• Maternity, paternity and shared parental leave, eligible from day one of employment
• Excellent kit to enable working from home and a parent-friendly working culture
• Access to free mortgage advice
• Cycle to Work Scheme or Season Ticket Loans, depending how you wish to travel
• Excellent learning and development opportunities and access to RooLearn, our learning platform, packed with high-quality training and content
• Regular Employee Resource Group (ERG) led social events – examples include dinners, dance lessons and in-office yoga sessions