Customer Service Agent

Deliveroo Holdings plc

Job Overview

Location

Manchester - Main Office

Job Type

Full-time

Full Job Description

📋 Description

• Join Deliveroo, a pioneering technology company revolutionizing the food and grocery delivery landscape, as a Customer Service Agent (Partner Service) based in our vibrant Manchester office.
• Our mission is to transform how people shop and eat, making access to food and products more convenient and enjoyable than ever before. We connect consumers, restaurants, shops, and riders, creating a seamless experience that brings the neighbourhood directly to our customers' doors.
• As a key member of our Partner Service team, you will be instrumental in resolving complex queries and escalations from our valued restaurant partners, demonstrating an unwavering commitment to exceptional service.
• This role primarily focuses on managing non-live communication channels, ensuring thorough and thoughtful responses. However, you will also be expected to handle inbound calls and other forms of contact, adapting to partner preferences to provide a comprehensive support experience.
• You will dive deep into intricate issues, meticulously analyzing partner requirements and challenges to identify and implement the most effective resolutions.
• A critical aspect of your role will involve maintaining clear and consistent communication with partners throughout the resolution process, ensuring they are informed and confident in our ability to address their concerns.
• This is an exciting opportunity to become part of a global operation. While your primary focus will be on UKIE-based partners, you will collaborate with colleagues across Europe and the Middle East, sharing best practices and gaining invaluable insights into the international marketplace.
• Your role will contribute directly to the operational efficiency and partner satisfaction that underpins Deliveroo's rapid growth and success.
• We operate as a 7-day support service for our partners, meaning your work schedule will be dynamic and adaptable to business needs, incorporating a mix of weekdays and weekends.
• You will work a standard 37.5-hour week from our Manchester office, embracing a hybrid working model that includes 3 days in the office per week. You have the flexibility to choose your in-office days, and our office is open on weekends, offering further flexibility to align with your preferred hybrid working pattern.
• We are looking for individuals who possess a natural ability to work independently and efficiently, consistently striving for favourable outcomes for our partners.
• A highly organized, driven, and solution-oriented approach to managing your workload is essential.
• As a representative of our escalation team, you will embody Deliveroo's commitment to excellence, maintaining a keen eye for detail and ensuring every interaction is focused on achieving a satisfactory resolution.
• Your passion for service and obsession with finding resolutions will be at the core of your success in this role.
• You will be empowered to take ownership of issues, investigate thoroughly, and implement solutions that not only resolve immediate problems but also contribute to long-term partner satisfaction and loyalty.
• This role offers a unique chance to develop your problem-solving skills in a fast-paced, dynamic environment, working with a product that is fundamentally changing the way people live.
• You will be part of a team that values innovation, collaboration, and a proactive approach to customer service.
• The impact of your work will be felt directly by our restaurant partners, helping them to thrive on the Deliveroo platform and ensuring a positive experience for all stakeholders.
• We encourage a continuous learning mindset, providing opportunities to expand your knowledge of our platform, industry trends, and best practices in customer service.
• Embrace the challenge of navigating complex scenarios and contributing to the continuous improvement of our partner service operations.
• Your dedication to providing outstanding support will be crucial in maintaining and enhancing Deliveroo's reputation as a leader in the on-demand delivery sector.
• This position is ideal for someone who thrives on solving problems, enjoys interacting with partners, and is eager to contribute to the success of a rapidly growing global company.
• You will be an integral part of a supportive team environment, where your contributions are recognized and valued.
• The role demands a proactive attitude, a willingness to go the extra mile, and a genuine desire to make a difference for our partners.
• We are committed to fostering a culture of excellence, and this role is a fantastic opportunity to grow your career within the exciting world of food tech.
• You will be at the forefront of managing partner relationships, ensuring their success on our platform through effective and efficient service.
• Your ability to communicate complex information clearly and concisely will be a significant asset.
• We are looking for individuals who are not afraid to ask questions, seek clarification, and challenge the status quo to find better ways of working.
• This is more than just a customer service job; it's a chance to be part of a mission-driven company that is shaping the future of commerce.
• You will gain hands-on experience in managing partner escalations, developing expertise in problem-solving and service recovery within a high-growth industry.
• The hybrid working model offers a balance between focused in-office collaboration and the flexibility of remote work, allowing you to tailor your work environment to your needs.
• Your role is vital in ensuring that our restaurant partners have a seamless and positive experience, enabling them to focus on what they do best: serving great food.
• We believe in empowering our team members, and you will have the autonomy to manage your workload and drive solutions.
• This is a fantastic opportunity to join a company that is passionate about its people and its mission, offering a rewarding and dynamic career path.
• You will be a crucial link in our operational chain, ensuring the smooth functioning of our partner ecosystem.
• Deliveroo is a place where your ideas matter, and your contributions can have a tangible impact on our business and our partners.
• We are seeking individuals who are eager to learn, adapt, and grow with us as we continue to expand our reach and services.
• Your commitment to delivering exceptional partner service will be the cornerstone of your success in this role.
• This role provides a unique opportunity to work within a fast-paced, innovative environment, contributing to a service that is loved by millions.
• You will be part of a team that is dedicated to continuous improvement and finding new ways to delight our partners.
• Your ability to empathize with partners and understand their challenges will be key to building strong, lasting relationships.
• We are looking for individuals who are not just problem-solvers, but also relationship-builders, dedicated to fostering trust and collaboration.
• This role is an excellent stepping stone for those looking to advance their careers in customer success, operations, or account management within the tech industry.
• You will be an integral part of a company that is at the cutting edge of technology and innovation, making a real difference in the lives of consumers and businesses alike.
• Your dedication to providing outstanding support will be a key factor in our continued success and growth.
• We are committed to creating a supportive and inclusive work environment where everyone can thrive.
• This is an opportunity to join a company that is not only growing rapidly but also making a significant positive impact on the communities it serves.
• Your role as a Customer Service Agent (Partner Service) is fundamental to our ability to deliver on our promise of convenience and enjoyment for everyone involved.

🎯 Requirements

• Ability to work independently and efficiently to work to a favourable outcome for our partners.
• Organised, driven & solution-based approach to your workload.
• Keen eye for detail and a resolution-focused approach in all your interactions.
• Service & resolution obsessed.
• Previous experience with service escalation roles is ideal but not essential.
• Knowledge of CRM systems, knowledge bases and/or telephony systems is ideal but not essential.

🏖️ Benefits

• 25 days holiday & paid bank holidays
• Life assurance
• Deliveroo Plus subscription
• Employee assistance programme
• Company paid team meals and nights out
• Online learning courses delivered by global universities
• Subsidised health insurance & dental insurance
• Cycle to work scheme
• Pension
• Discounted gym subscription, wellbeing and pension contributions

Skills & Technologies

Hybrid

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Deliveroo Holdings plc

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About Deliveroo Holdings plc

Deliveroo operates an online food-delivery marketplace connecting consumers with restaurants and grocery retailers through a logistics network of riders. Founded in 2013 in London, the platform processes orders via mobile and web, manages dispatch, and provides data analytics to partners. Revenue comes from commissions, delivery fees, and subscription memberships. It serves urban markets across Europe, Asia-Pacific, and the Middle East, holding licenses as a technology intermediary and courier service provider.

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