Job Overview
Location
Manchester - Main Office
Job Type
Full-time
Category
Software Engineering
Date Posted
June 13, 2026
Full Job Description
đź“‹ Description
- • Handle inbound calls and live chat contacts from restaurant and grocery partners in the Italian market, ensuring timely, fair, and high-quality resolutions to support merchant success.
- • Serve as the primary point of contact for Italian-speaking merchants, delivering empathetic, detail-oriented, and resolution-focused service to achieve best-in-class CSAT scores.
- • Manage a high-volume workload independently, driving complex cases to completion with minimal supervision in a fast-paced, dynamic environment.
- • Promote value-add initiatives such as advertising tools and platform features designed to increase merchant visibility, sales, and profitability on the Deliveroo platform.
- • Maintain a commercial mindset in every interaction, identifying opportunities to improve merchant outcomes and enhance Deliveroo’s marketplace performance.
- • Utilize CRM systems, telephony platforms, and knowledge bases to efficiently resolve issues, document interactions, and contribute to operational improvements.
- • Work within a rotational shift pattern including weekends and public holidays (09:00–19:00), ensuring consistent support coverage for merchant partners.
- • Collaborate with cross-functional teams across Deliveroo and DoorDash to share insights, escalate systemic issues, and contribute to service excellence initiatives.
- • Act as a champion for merchant experience by advocating for merchant needs internally and helping shape improvements to support processes and tools.
- • Demonstrate operational curiosity by understanding the mechanics of Deliveroo’s three-sided marketplace (merchants, riders, customers) and applying that knowledge to enhance service delivery.
- • Maintain professional clarity and empathy when handling sensitive or high-pressure situations, ensuring all communications reflect Deliveroo’s values of fairness and respect.
- • Contribute to continuous improvement by identifying trends, reporting recurring issues, and suggesting data-informed solutions to enhance service quality.
- • Adhere to company policies and compliance standards while delivering service that aligns with Deliveroo’s global operational framework.
- • Participate in training and development programs to deepen expertise in merchant support, platform features, and market-specific requirements.
- • Work in a hybrid model: 3 days per week in the Manchester main office, with 2 days remote, following a structured schedule aligned with team needs.
🎯 Requirements
- • Fluent in both Italian and English, with the ability to communicate clearly and empathetically in high-pressure customer service scenarios
- • Proven experience handling high-volume inbound customer service contacts in a fast-paced environment
- • Strong problem-solving skills with a solution-based mindset and ability to work autonomously
- • Commercial awareness and ability to identify opportunities to improve merchant outcomes on the platform
- • Familiarity with CRM systems, telephony platforms, or knowledge bases (preferred but not mandatory)
- • Availability to work rotational shifts including weekends and public holidays (09:00–19:00)
🏖️ Benefits
- • 25 days holiday plus bank holidays, plus "Time off for Charity" days
- • Subsidised health, dental, and life insurance
- • Deliveroo Plus subscription and company-paid team meals
- • Online learning courses from global universities and gym discounts
- • Cycle to work scheme
- • Pension contributions
Skills & Technologies
See exactly how your profile matches this role — strengths, skill gaps, and what to do about them.
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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