At a Glance
- Tasks: Handle complex cases and mentor junior team members in a dynamic support environment.
- Company: Join Deliveroo, a leader in transforming the shopping and eating experience.
- Benefits: Competitive salary, inclusive culture, and opportunities for professional growth.
- Other info: Flexible working patterns with a focus on collaboration and continuous improvement.
- Why this job: Make a real impact while developing your skills in a fast-paced global team.
- Qualifications: Experience in customer service and fluency in English plus another language.
The predicted salary is between 30000 - 40000 £ per year.
Location: Manchester. Working pattern: Either Tuesday - Saturday or Sunday - Thursday.
Languages: English proficiency required as well as a second language fluency in French, Italian, or Dutch.
Join us in our mission to transform the way people shop and eat, where impact, innovation, and growth drives everything we do. Reporting into the Support Resilience Team Lead, you will be a senior member of the newly formed Support Resilience team - a cross-trained, flexible team based in our Manchester office, built to provide high-quality surge support across our Insurance, Reviews, and Payments functions.
As a Senior Representative, you will handle complex cases across all three functions, support and develop junior team members, and play an active role in keeping the team's processes and training materials sharp and up to date.
What You’ll Be Doing
You’ll be joining the Support Resilience team, working at the forefront of complex and high-impact cases. This is a newly formed, flexible team built to provide high-quality surge support across our Insurance, Reviews, and Payments functions.
- Deliver multi-functional surge support by seamlessly flexing across Insurance validations, Reviews, and Payments queries based on real-time marketplace demand.
- Resolve complex, escalated rider cases via email, applying sound judgment to make fair, well-reasoned decisions in line with internal policies.
- Mentor and support junior representatives, providing day-to-day guidance on advanced cases to accelerate their growth and development.
- Drive operational continuous improvement by identifying recurring trends, updating training materials, and feeding insights back to the Team Lead.
- Own performance against core targets, consistently meeting defined SLA, productivity, and quality benchmarks across all three major workflows.
- Collaborate with internal stakeholders and support cross-functional teams within the Rider Services Centre on an ad hoc basis to ensure alignment.
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 experience in an email or chat-based Customer Service, Operations, or marketplace environment.
- Strong multilingual capability, with professional proficiency in written and spoken English, plus fluency in French, Italian, or Dutch.
- Demonstrated ability to mentor others, with a collaborative mindset and an eagerness to help junior team members develop.
- High adaptability and strong problem-solving skills, with a track record of making fair, independent decisions across diverse and complex case types.
- Data curiosity and analytical skills, including a comfortable working knowledge of Excel or Google Sheets to identify trends.
- Excellent organizational and communication skills, allowing you to prioritize high-volume workloads in a fast-paced environment.
- Operational flexibility, with the absolute commitment to working a schedule that includes regular weekend days and Bank Holiday coverage from our Manchester office.
Bonus points for:
- Experience with Zendesk/Salesforce, or background handling payment and insurance-related casework.
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.
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!
Senior Support Resilience Representative in Manchester employer: Deliveroo
Deliveroo is an excellent employer that fosters a vibrant work culture in Leeds, where innovation and collaboration thrive. With a strong focus on employee growth, we offer comprehensive training and development opportunities, ensuring our team members can advance their careers while making a meaningful impact in the local community. Join us to be part of a dynamic marketplace that values your contributions and rewards your efforts.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Support Resilience Representative in Manchester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Deliveroo. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Deliveroo before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior Support Resilience Representative in Manchester
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Deliveroo:Your cover letter is your chance to shine! Tell us why you want to work at Deliveroo specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Deliveroo!
How to prepare for a job interview at Deliveroo
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
