Job Overview
Location
Manchester - Main Office
Job Type
Full-time
Category
Software Engineering
Date Posted
July 4, 2026
Full Job Description
📋 Description
- • Flex across Insurance, Reviews, and Payments functions to deliver high-quality surge support based on real-time business demand.
- • Own rider communication by providing clear, empathetic, and consistent responses via email in alignment with internal policies.
- • Assess complex cases and drive fair resolutions across all three supported workflows while meeting SLA, productivity, and quality targets.
- • Identify operational trends and recurring issues, then proactively suggest process or workflow improvements to enhance efficiency.
- • Escalate high-risk or complex cases to senior team members with clear context, analysis, and recommended next steps.
- • Collaborate with cross-functional teams within the Rider Services Centre on an ad hoc basis to support broader operational goals.
- • Work in a fast-paced, dynamic environment with ambitious targets, maintaining a detail-oriented approach under pressure.
- • Operate within a cross-trained team structure designed to provide flexible, scalable support across multiple operational domains.
- • Contribute to a high-performance culture by consistently delivering accurate, timely, and customer-centric resolutions.
- • Engage with data and metrics to monitor performance and inform decision-making, using tools such as Excel or Google Sheets.
- • Maintain compliance with internal policies and regulatory standards while handling sensitive rider and payment-related cases.
- • Work a rotating schedule between Tuesday–Saturday or Sunday–Thursday, including regular weekend days and Bank Holiday coverage.
- • Support a global marketplace by addressing cases that impact riders, restaurant partners, and customers across multiple regions.
- • Participate in a collaborative, values-driven team environment focused on service excellence and continuous improvement.
- • Develop deep operational expertise across Insurance validations, Reviews moderation, and Payments dispute resolution.
- • Adapt quickly to evolving business needs and shifting priorities in a rapidly scaling organization.
- • Contribute to a culture of inclusion and fairness by treating all cases with empathy, consistency, and respect.
🎯 Requirements
- • Demonstrated experience in an email or chat-based Customer Service, Operations, or marketplace environment.
- • Excellent communication skills with high proficiency in written and spoken English, including the ability to clearly explain complex decisions.
- • Strong adaptability and decision-making skills, with comfort navigating ambiguous information across different case types.
- • Analytical mindset with proficiency in managing data and familiarity with Excel or Google Sheets.
- • Proven ability to work collaboratively in a fast-changing environment with ambitious targets while maintaining a detail-oriented approach.
- • Full schedule flexibility to work from the Manchester office, including regular weekend days and Bank Holiday coverage.
🏖️ Benefits
- • Make a visible impact every day by directly improving outcomes for customers, riders, and restaurant partners.
- • Grow through ownership by taking responsibility for complex cases and helping shape operational improvements.
- • Develop deep operational expertise by working across teams and markets to build regulatory and service knowledge.
- • Deliver together in an inclusive culture with collaborative, values-driven teams that support how you work best.
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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