At a Glance
- Tasks: Lead a dynamic team providing essential support across Insurance, Reviews, and Payments.
- Company: Join Deliveroo, a fast-paced company transforming the shopping and eating experience.
- Benefits: Competitive salary, inclusive culture, and opportunities for personal growth.
- Other info: Flexible working hours with weekend coverage; great career development opportunities.
- Why this job: Make a real impact while developing your leadership skills in a vibrant environment.
- Qualifications: Experience in customer service leadership and strong analytical skills required.
The predicted salary is between 35000 - 45000 £ per year.
Location: Manchester
Working pattern: Office-based (requires flexibility including some weekend and Bank Holiday coverage)
Languages: English (proficiency in French or Italian is a plus)
Join us in our mission to transform the way people shop and eat, where impact, innovation, and growth drives everything we do. The Support Resilience team sits at the heart of our wider Rider Services Centre, working closely with Rider Support and Payments teams to provide coverage and continuity when it matters most. Reporting into the Senior Global Operations Manager, you will lead 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. Your goal is to build and embed a team that can flex into wherever demand is highest, reducing pressure on specialist teams and ensuring riders continue to receive best-in-class support even during peak periods or high-volume events.
What You’ll Be Doing
You’ll be joining the Support Resilience team, working at the forefront of complex and high-impact cases. This newly formed, cross-trained team acts as our flexible surge unit, scaling up to support Insurance, Reviews, and Payments functions to ensure our riders receive uninterrupted, best-in-class support.
- Lead and develop a high-performing team of up to 5 agents, fostering a culture of continuous improvement, ownership, and high standards.
- Own the cross-training programme across Insurance Validations, Reviews, and Payments queries, collaborating with training teams to build a highly agile squad.
- Manage real-time capacity and deployment, actively monitoring queue demand to dynamically shift team focus where business priorities and volumes are highest.
- Act as the central operational bridge between Support Resilience and other Rider Support functions, communicating capacity, flagging risks, and ensuring seamless handoffs.
- Drive performance and quality insights by monitoring contact centre metrics, executing targeted operational action plans, and escalating systemic issues back to specialist teams.
- Balance reactive surge support with strategic development, managing your own workload while championing broader operational initiatives for the Rider Services Centre.
What You’ll Need to Thrive
- Proven leadership capability in a contact centre or operational customer service environment, with a track record of driving team performance against SLAs and KPIs.
- Demonstrated experience managing cross-trained teams, showing the ability to pivot resources quickly across different functions without losing operational pace or quality.
- Strong analytical and data literacy, with significant experience using Google Sheets to spot performance trends, track metrics, and build simple operational reports.
- Excellent stakeholder management skills, with the ability to communicate clearly and confidently with senior leaders across multiple global functions.
- A calm, adaptable approach to problem-solving, thriving in high-volume, fast-moving marketplace environments and navigating ambiguity with ease.
- Operational flexibility, with a proven ability to support a schedule that includes weekend and Bank Holiday coverage from our Manchester office.
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!
Support Resilience Team Lead 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 Support Resilience Team Lead 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 Support Resilience Team Lead 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.
