Global Live Escalations Operations Agent - Manchester 

Dutch language 

Key Points:

• Hybrid Role: 2/3 days a week based in our Manchester Office.
• Salary: £26,000 plus bonus and benefits.
• Shifts: 4 day weekly schedule of 37.5 paid hours.
• Visa Sponsorship: Please note that visa sponsorship is not available for this position.

While previous experience in customer service is beneficial, we are also open to candidates from hospitality and retail backgrounds. We are looking for individuals who can consistently exceed customer service expectations, demonstrate excellent stakeholder management, and possess strong written and verbal communication skills. 

Our Customer Care team is dedicated to providing the highest level of service to Deliveroo customers around the world. As an Operations Agent, you will handle complex and sensitive issues on a daily basis, striving to achieve the best possible outcomes for our customers whilst considering business needs. 

Success in this role requires strong teamwork, a passion for problem-solving, and a commitment to delivering operational excellence every day. You should have a customer-first mindset, with a focus on productivity and meeting deadlines. By embodying these values, you'll contribute to making Deliveroo the go-to food delivery company for customers. 

What You’ll Be Doing:

• Deliver a high quality service to customers via email (Zendesk), with the occasional requirements for calls or live chats.
• Take ownership of your performance by consistently meeting productivity and quality targets as well as goals set by your Team Leader.
• Be a proactive and positive team player, working consistently to ensure the Global Escalation team upholds a standard of excellence.
• Serve as an escalation point for complex queries from frontline Care teams.
• Efficiently manage internal escalations, ensuring timely resolution whilst maintaining customer satisfaction and brand loyalty.
• Create a positive presence within the workplace by actively acknowledging and responding to Customer Care feedback.
• Proactively escalate and communicate any challenges to management, ensuring issues are promptly addressed.
• Identify opportunities for continuous improvement and policy updates within both the Care department and the wider company.
• Engage actively in team meetings, company activities, and professional development opportunities.
• Demonstrate sensitivity to customer needs, showing empathy and resourcefulness when addressing concerns. 
• Follow company protocols for confidentiality and documentation while encouraging self-care and well-being within the team. 

Requirements:

• Strong written and verbal communication skills in English (additional language proficiency is required).
• Experience with live chat and phone support, coupled with excellent phone etiquette.
• Patience, effective time management, and emotional intelligence to deliver exceptional customer service.
• A proactive mindset with a willingness to take ownership of every issue or task you encounter.
• Adaptability to changing tasks - this role is dynamic and your daily responsibilities can shift quickly to prioritise business needs. 
• A keen interest in tackling complex issues to find customer-focused solutions.
• Trustworthiness - Deliveroo values honest individuals who can handle sensitive information responsibly.
• Strong attention to detail - able to spot even the smallest discrepancies that “don’t seem right”.
• Rotational shift work, including evenings and weekends.

Not mandatory, but an advantage (applications without these skills are still welcome):

• Proficiency in additional languages (Italian, Dutch, Cantonese, Mandarin, Arabic).
• Knowledge of GDPR and payment-related processes.
  
  

Why Deliveroo?

When you first think about Deliveroo, you probably think of getting great food to your house in less than half an hour. Awesome right? But behind the scenes is the real story. This story is one of growth, huge challenges and an enormous opportunity ahead of us.

We want to be the definitive food delivery company - the app you go to any time you have a hunger pang. We are transforming the way people think about food. We’re a technology-driven company at the forefront of the most rapidly expanding industry in the world, so come and join us for the ride.

Benefits And Diversity

At Deliveroo we know that people are the heart of the business and we prioritise their welfare. We offer a wide range of competitive benefits in areas including health, family, finance, community, convenience, growth, time away and relocation.

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 judgment when it comes to anything that makes 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 startups in an incredibly exciting space.