Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Manage and resolve complex customer complaints while ensuring timely resolutions.
- Company: Join Deliveroo, a tech-driven leader in the food delivery industry.
- Benefits: Enjoy competitive salary, healthcare, generous leave, and a supportive work environment.
- Why this job: Make a real impact by enhancing customer experiences in a fast-paced setting.
- Qualifications: Experience in escalation handling and strong communication skills required.
- Other info: Be part of a diverse team that values innovation and personal growth.
The predicted salary is between 32000 - 32000 £ per year.
Location: United Kingdom
Salary: £32,000 - £32,000 Per Year
Job type: Temporary to Permanent
Fluent Language: Italian, French
About the Team
The Marketplace Support and Service Excellence Team plays a central role in managing Deliveroo’s global customer care operations. Our team oversees Workforce Planning, Performance & Strategy, Care Excellence, and Care Operations, which includes live support for consumers, riders, and restaurants, and non-live support.
With Deliveroo’s expansive global presence, we operate multiple customer care centres worldwide to support our diverse markets and languages. Our mission is to deliver an outstanding customer experience across our three-sided marketplace—customers, restaurants, and riders—while working closely with our vendor partners to drive efficiency, continuous improvement, and transformative change.
At the heart of everything we do are our three guiding principles:
- Fix it Fast – Resolve issues quickly and effectively.
- Keep it Simple – Streamline processes for a seamless experience.
- Be the Best – Strive for excellence in every interaction.
We are passionate about making every customer interaction exceptional—because great service is what keeps Deliveroo moving forward.
About the Role
As a Senior Agent in our Global Escalations team, you will play a key role in managing and resolving the most complex and high-priority customer complaints. Acting as an escalation point for critical issues, you will ensure fair and timely resolutions while maintaining compliance with industry regulations and company policies. You will liaise with internal teams, external stakeholders, and regulatory bodies (where applicable) to investigate and resolve disputes effectively. With a strong focus on root cause analysis and continuous improvement, you will identify trends in escalations and contribute to process enhancements that drive better customer outcomes. This role requires exceptional communication, problem-solving, and negotiation skills, as well as the ability to manage challenging conversations with professionalism and empathy. If you thrive in a fast-paced environment and are passionate about delivering excellent customer experiences, this is an exciting opportunity to make a real impact.
Experience & Knowledge
- Proven experience in an escalation or senior complaints handling role, ideally within a regulated industry.
- Strong understanding of complaint resolution processes and best practices.
- Familiarity with regulatory requirements and industry standards (e.g., FCA, FOS, GDPR, or equivalent regulatory bodies).
- Experience in handling complex and high-risk cases, including those referred to ombudsman services or legal teams.
- Ability to conduct root cause analysis to identify trends and contribute to process improvements.
Skills & Abilities
- Excellent communication skills – both written and verbal, with the ability to draft clear, professional, and empathetic responses.
- Strong problem-solving and analytical skills, with the ability to assess complex cases and make fair, well-reasoned decisions.
- Negotiation and conflict resolution abilities, ensuring positive outcomes for both customers and the business.
- Ability to manage multiple cases simultaneously and work efficiently under pressure.
- Attention to detail, ensuring all responses are accurate, compliant, and well-documented.
- Confidence in using CRM systems and case management tools to track and report on escalated complaints.
Personal Attributes
- Customer-focused – committed to delivering fair and timely resolutions.
- Resilient and adaptable – able to manage challenging conversations and sensitive situations professionally.
- Proactive and solution-oriented – looking for ways to improve processes and prevent recurring complaints.
- Team player – willing to support colleagues and share knowledge.
- Ethical and compliant – ensuring all actions align with regulations and company policies.
This role requires a highly professional, empathetic, and detail-oriented individual who thrives in a fast-paced environment and is committed to delivering exceptional customer outcomes.
Why Deliveroo
Our mission is to transform the way you shop and eat, bringing the neighbourhood to your door by connecting consumers, restaurants, shops and riders. We are transforming the way the world eats and shops by making access to food and products more convenient and enjoyable. We give people the opportunity to buy what they want, as they want it, when and where they want it.
We are a technology-driven company at the forefront of the most rapidly expanding industry in the world. We are still a small team, making a very large impact, looking to answer some of the most interesting questions out there. We move fast, value autonomy and ownership, and we are always looking for new ideas.
At Deliveroo we know that people are the heart of the business and we prioritise their welfare. Benefits differ by country, but we offer many benefits in areas including healthcare, well-being, parental leave, pensions, and generous annual leave allowances, including time off to support a charitable cause of your choice. Benefits are country-specific, please ask your recruiter for more information.
Diversity
At Deliveroo, 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 judgement when it comes to any one of the things that make 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 businesses in a rapidly growing industry.
We are committed to diversity, equity and inclusion in all aspects of our hiring process. We recognise that some candidates may require adjustments to apply for a position or fairly participate in the interview process. If you require any adjustments, please don’t hesitate to let us know. We will make every effort to provide the necessary adjustments to ensure you have an equitable opportunity to succeed.
Escalation Senior Agent - Deliveroo in London employer: Deliveroo
Contact Detail:
Deliveroo Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Escalation Senior Agent - Deliveroo in London
✨Tip Number 1
Network like a pro! Reach out to people in your industry on LinkedIn or at events. A friendly chat can lead to job opportunities that aren’t even advertised yet.
✨Tip Number 2
Prepare for interviews by practising common questions and scenarios related to escalation management. Role-playing with a friend can help you nail those tricky questions!
✨Tip Number 3
Showcase your problem-solving skills during interviews. Share specific examples of how you've handled complex complaints in the past—this will set you apart from other candidates.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed, and we love seeing familiar faces in our talent pool.
We think you need these skills to ace Escalation Senior Agent - Deliveroo in London
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Escalation Senior Agent role. Highlight your experience in handling complex complaints and your understanding of regulatory requirements. We want to see how your skills align with our mission at Deliveroo!
Showcase Your Communication Skills: Since this role requires exceptional communication, be sure to demonstrate your ability to draft clear and empathetic responses. Use examples from your past experiences where you successfully resolved customer issues to show us what you can bring to the table.
Highlight Problem-Solving Abilities: We love candidates who can think on their feet! Share specific instances where you've tackled challenging situations or improved processes. This will help us see your proactive approach and how you can contribute to our team's success.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team at Deliveroo!
How to prepare for a job interview at Deliveroo
✨Know Your Stuff
Before the interview, make sure you understand Deliveroo's mission and values. Familiarise yourself with their customer service principles like 'Fix it Fast' and 'Keep it Simple'. This will help you align your answers with what they value most.
✨Showcase Your Experience
Be ready to discuss your previous experience in handling escalations or complex complaints. Use specific examples that highlight your problem-solving skills and how you've successfully navigated challenging situations in the past.
✨Practice Empathy
Since this role requires managing sensitive conversations, practice demonstrating empathy during your responses. Think about how you would handle a difficult customer situation and articulate your approach clearly during the interview.
✨Ask Insightful Questions
Prepare some thoughtful questions to ask at the end of your interview. This could be about the team dynamics, how they measure success in customer service, or what challenges the team is currently facing. It shows you're genuinely interested and engaged.
