At a Glance
- Tasks: Support Deliveroo riders by resolving complex queries and enhancing their experience.
- Company: Join Deliveroo, a dynamic company transforming how people shop and eat.
- Benefits: Enjoy a hybrid work model, competitive salary, and opportunities for growth.
- Other info: Be part of an inclusive culture that values diversity and collaboration.
- Why this job: Make a real impact daily while developing your skills in a fast-paced environment.
- Qualifications: Experience in customer service, strong communication skills, and analytical abilities.
The predicted salary is between 30000 - 40000 £ per year.
Location: Manchester, UK
Working pattern: Hybrid (including weekend and Bank Holiday shift coverage)
Languages: English (required); French, Italian, or Dutch (highly desirable)
Join us in our mission to transform the way people shop and eat, where impact, innovation, and growth drives everything we do. Our Rider Services Centre team supports Deliveroo’s riders—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.
What You’ll Be Doing
- Investigate and resolve complex rider queries by collaborating with internal teams and external stakeholders to deliver fair, consistent outcomes.
- Conduct objective reviews of Supplier Agreement terminations, ensuring all decisions are highly accurate, fair, and well‑documented.
- Deliver empathetic, high‑quality written communication to riders via email, translating complex operational decisions into clear responses.
- Meet defined service level agreements (SLAs) and productivity targets while maintaining a rigorous focus on data accuracy and quality.
- Partner with cross‑functional teams across the Rider Services Center to continuously improve and standardise the rider support experience.
- Adapt to changing business needs by supporting ad hoc operational initiatives and projects across the wider department.
What You’ll Need to Thrive
- Proven experience in an email or chat‑based customer service environment, ideally handling complex case management or escalations.
- Excellent communication skills, with full proficiency in written and spoken English (fluency in French, Italian, or Dutch is a major plus).
- Strong analytical capability, including comfort navigating data and using tools like Excel or Google Sheets to drive decisions.
- Demonstrated problem‑solving agility, with a proven ability to make fair, resourceful choices when faced with ambiguous information.
- Exceptional organizational and prioritisation skills, with a track record of meeting tight KPIs in a fast‑paced environment.
- Flexibility to work a weekend schedule, including providing Bank Holiday coverage in line with marketplace demand.
- Experience using CRM platforms like Zendesk is a plus, but not required.
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.
We aim to create a fair process that lets your skills shine—our interview typically includes 3–4 stages. Learn more about how we hire here.
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.
Rider Services Specialist - High-Impact Support in Manchester employer: Deliveroo
Deliveroo is an exceptional employer located in Manchester, offering a dynamic work environment where service excellence and innovation are at the forefront of our mission. Our Rider Services Specialist role provides meaningful opportunities for personal and professional growth, with a focus on collaboration and inclusivity within a supportive team culture. Join us to make a tangible impact every day while developing your skills in a fast-paced, global marketplace.
StudySmarter Expert Advice🤫
We think this is how you could land Rider Services Specialist - High-Impact Support in Manchester
✨Tip Number 1
Network like a pro! Reach out to current or former Deliveroo employees on LinkedIn. Ask them about their experiences and any tips they might have for the interview process. Personal connections can give you insights that you won't find in the job description.
✨Tip Number 2
Prepare for those tricky questions! Think about how you would handle complex rider queries or difficult situations. Use the STAR method (Situation, Task, Action, Result) to structure your answers. This will show off your problem-solving skills and experience.
✨Tip Number 3
Show your passion for customer service! During interviews, 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 support, which is key for the Rider Services Specialist role.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a thank-you email to express your appreciation for the opportunity. It’s a simple gesture that can leave a lasting impression and shows your enthusiasm for the role.
We think you need these skills to ace Rider Services Specialist - High-Impact Support in Manchester
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your relevant experience in customer service, especially in handling complex cases. We want to see how your skills align with the Rider Services Specialist role!
Show Off Your Communication Skills:Since you'll be delivering empathetic written communication, it's crucial to demonstrate your writing prowess. Use clear, concise language in your application to reflect the high-quality communication we value at Deliveroo.
Highlight Your Problem-Solving Abilities:We love candidates who can think on their feet! Share examples of how you've tackled challenging situations in previous roles. This will show us your analytical capability and resourcefulness.
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. We can't wait to hear from you!
How to prepare for a job interview at Deliveroo
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the Rider Services Specialist role. Familiarise yourself with the key responsibilities and how they align with Deliveroo's mission. This will help you articulate why you're a great fit and how you can contribute to their goals.
✨Showcase Your Communication Skills
Since this role involves delivering empathetic and clear written communication, prepare examples of how you've successfully handled complex customer queries in the past. Practice articulating your thoughts clearly and concisely, as this will be crucial during the interview.
✨Demonstrate Problem-Solving Agility
Be ready to discuss specific instances where you've navigated ambiguous situations or resolved complex issues. Use the STAR method (Situation, Task, Action, Result) to structure your answers, showcasing your analytical skills and ability to make fair decisions under pressure.
✨Prepare for Data-Driven Questions
Since the role requires strong analytical capabilities, brush up on your data handling skills. Be prepared to discuss how you've used tools like Excel or Google Sheets in previous roles to drive decisions. Highlight any experience you have with CRM platforms, even if it's not required.
