Job Overview
Location
Manchester - Main Office
Job Type
Full-time
Category
Software Engineering
Date Posted
July 4, 2026
Full Job Description
📋 Description
- • Serve as a senior member of the newly formed Support Resilience team based in Manchester, providing high-quality surge support across Insurance, Reviews, and Payments functions based on real-time demand.
- • Handle complex, escalated rider cases via email, applying sound judgment to make fair and policy-aligned decisions across multiple operational workflows.
- • Flex seamlessly between Insurance validations, Reviews, and Payments queries, adapting daily to shifting workload priorities and marketplace needs.
- • Mentor and guide junior representatives by providing day-to-day support, feedback, and coaching on advanced case resolution and operational best practices.
- • Identify recurring trends in case types and customer feedback, then update training materials and process documentation to improve team efficiency and consistency.
- • Own and consistently meet core performance targets including SLA adherence, productivity benchmarks, and quality standards across all three core functions.
- • Collaborate with internal stakeholders and cross-functional teams within the Rider Services Centre to ensure alignment on case resolution and operational updates.
- • Maintain high standards of communication and organization while managing high-volume workloads in a fast-paced, dynamic environment.
- • Work a rotating schedule that includes regular weekend days and Bank Holiday coverage as required by the Manchester office operations.
- • Utilize Excel or Google Sheets to analyze case data, surface operational insights, and contribute to continuous improvement initiatives.
- • Contribute to a culture of operational excellence by actively participating in process refinement, knowledge sharing, and team development efforts.
- • Act as a point of escalation for complex or sensitive cases requiring advanced decision-making and policy interpretation.
- • Ensure all customer interactions reflect Deliveroo’s commitment to service excellence, fairness, and trust across rider, restaurant, and customer experiences.
🎯 Requirements
- • Proven experience in email or chat-based Customer Service, Operations, or marketplace environment
- • Professional proficiency in written and spoken English, plus fluency in French, Italian, or Dutch
- • Demonstrated ability to mentor junior team members and foster collaborative development
- • High adaptability and strong problem-solving skills with a track record of making independent, fair decisions on complex cases
- • Comfortable working knowledge of Excel or Google Sheets for data analysis and trend identification
- • Operational flexibility to work a schedule including regular weekend days and Bank Holiday coverage
🏖️ Benefits
- • Opportunity to make a visible impact on customer, rider, and restaurant partner outcomes daily
- • Growth through ownership of complex cases and influence over operational improvements
- • Development of deep operational expertise across multiple functions and markets
- • Collaboration within inclusive, values-driven global teams
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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