At a Glance
- Tasks: Support restaurant and grocery partners with exceptional service and problem-solving.
- Company: Join Deliveroo's dynamic Merchant Excellence team in Manchester.
- Benefits: Enjoy 25 days holiday, health insurance, and online learning opportunities.
- Other info: Collaborative culture that values diversity and inclusion.
- Why this job: Make a real impact while growing your career in a fast-paced environment.
- Qualifications: Fluent in Italian and English with strong communication skills.
The predicted salary is between 30000 - 40000 € per year.
Location: Manchester
Working pattern: Hybrid (3 days in-office) | 40 hours per week | Rotational shift pattern including weekends and public holidays (09:00 - 19.00).
Join us in our mission to transform the way people shop and eat, where impact, innovation, and growth drives everything we do. Our Merchant Support team supports Deliveroo’s restaurant and grocery partners delivering thoughtful, efficient, and empathetic service at every interaction. Whether solving live issues, building proactive support experiences, or driving continuous improvement through data and insights, we are champions of service excellence across our entire marketplace. If you care deeply about people and love making things better, this is the place for you.
We’re looking for a Customer Service Agent to join our Merchant Excellence team. In this role, you’ll help us deliver fair, timely and high-quality resolutions for our Merchants.
What You’ll Be Doing
You’ll be joining the Merchant Service team, handling both Inbound and Live chat contacts for our restaurant and grocery partners. Here’s what your day-to-day might look like:
- Own complex partner resolutions: Handling inbound calls from our Merchants with an obsessive focus on service excellence for the Italian market.
- Champion the Merchant experience: Act as the face of the Merchant excellence team, ensuring every interaction is detail-oriented and resolution-focused to achieve best in class CSAT scores.
- Help our Merchants succeed - Promote value add initiatives such as launching ads to improve the merchants success on the platform.
What You’ll Need to Thrive
Our ideal candidate will bring strong expertise in some of these areas and curiosity to grow in others:
- Proven ability to work independently: Comfortable managing a high-volume workload and driving tasks to a favorable outcome autonomously.
- Strong solution-based mindset: An organized and driven approach to problem-solving in a fast-paced environment.
- Exceptional communication skills: Fluent in Italian and English with the ability to handle sensitive cases with empathy and professional clarity.
- Commercial mindset: Come to each interaction with an idea how to help and improve the commercial return of Deliveroo Merchants.
- Operational curiosity: A keen eye for detail and a desire to understand the mechanics of a complex, three-sided marketplace.
- Technical aptitude: Familiarity with CRM systems, telephony platforms, or knowledge bases is a plus.
Why Join Us?
At Deliveroo, customer care is central to how we build trust across our marketplace. You’ll work in a fast-paced, global environment where service excellence drives real impact.
- Make a visible impact every day – Your work directly improves outcomes for customers, riders and restaurant partners.
- Grow through ownership – Take responsibility for complex cases and help shape improvements to how we operate.
- Develop deep operational expertise – Work across teams and markets to build strong regulatory and service knowledge.
- Deliver together in an inclusive culture – Collaborative, values-driven teams that support how you work best.
Benefits:
- 25 days holiday + bank holidays (depending on department commitments) and "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 and pension contributions.
Diversity, Equity and Inclusion
At Deliveroo, we know that a great workplace reflects the world around us and that true diversity and inclusion make us stronger, more creative, and better at what we do. We’re committed to fostering an environment where everyone can do their best work and feel they belong.
We believe in equality of opportunity and welcome candidates from all backgrounds regardless of age, gender, ethnicity, disability, sexual orientation, gender identity, socio-economic background, religion, or belief.
If you have a disability or long-term health condition and need support to apply for one of our roles, or require any reasonable adjustments during the recruitment process, you’ll have the opportunity to let us know once you’ve submitted your application. We’ll share details on how to request support so we can ensure you have a fair and equitable experience.
If you’re excited about making a real impact in a fast-moving marketplace and growing your career alongside ambitious, supportive teams, we’d love to hear from you.
Customer Service Agent (Italian Speaking) - Inbound B2B - Merchant Excellence Team - D1 in Manchester employer: Deliveroo
Deliveroo is an exceptional employer that prioritises customer care and service excellence, making a tangible impact on the marketplace every day. With a hybrid working model in Manchester, employees enjoy a collaborative and inclusive culture, alongside generous benefits such as 25 days holiday, health insurance, and opportunities for professional growth through online learning. Join us to be part of a dynamic team where your contributions are valued and you can thrive in a fast-paced environment.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Agent (Italian Speaking) - Inbound B2B - Merchant Excellence Team - D1 in Manchester
✨Tip Number 1
Get to know the company! Before your interview, dive into Deliveroo's mission and values. Understanding what drives them will help you connect your experiences to their goals, making you a standout candidate.
✨Tip Number 2
Practice makes perfect! Role-play common customer service scenarios with a friend or family member. This will help you articulate your problem-solving skills and show off that solution-based mindset they’re looking for.
✨Tip Number 3
Show your passion for service excellence! During your interview, share specific examples of how you've gone above and beyond for customers in the past. This will demonstrate your commitment to delivering high-quality resolutions.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email to express your appreciation for the opportunity. It’s a simple way to keep you top of mind and show your enthusiasm for the role.
We think you need these skills to ace Customer Service Agent (Italian Speaking) - Inbound B2B - Merchant Excellence Team - D1 in Manchester
Some tips for your application 🫡
Show Your Passion for Service Excellence:When writing your application, let your enthusiasm for customer service shine through! We want to see how much you care about making a difference for our Merchants and how you can contribute to our mission of delivering top-notch support.
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your relevant experience and skills. We’re looking for someone who can handle complex partner resolutions, so give us examples that showcase your problem-solving abilities and communication skills.
Be Clear and Concise:Keep your application straightforward and to the point. We appreciate clarity, so avoid jargon and focus on what makes you a great fit for the role. Remember, we want to understand your strengths quickly!
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’s super easy to do!
How to prepare for a job interview at Deliveroo
✨Know Your Stuff
Before the interview, make sure you understand Deliveroo's mission and how the Merchant Excellence team operates. Familiarise yourself with their services and think about how your skills can contribute to improving the Merchant experience.
✨Showcase Your Communication Skills
As a Customer Service Agent, you'll need to demonstrate exceptional communication skills in both Italian and English. Practice articulating your thoughts clearly and empathetically, especially when discussing how you would handle sensitive cases.
✨Prepare for Problem-Solving Scenarios
Expect to be asked about how you would handle complex partner resolutions. Think of examples from your past experiences where you've successfully solved problems independently and be ready to share those stories.
✨Emphasise Your Commercial Mindset
During the interview, highlight your understanding of the commercial aspects of customer service. Discuss how you can help improve the commercial return for Deliveroo Merchants and any ideas you have for value-added initiatives.
