At a Glance
- Tasks: Lead escalations and complaints management, driving operational excellence and team performance.
- Company: Join Deliveroo, a tech-driven company transforming how we shop and eat.
- Benefits: Competitive salary, generous leave, healthcare, and free Deliveroo Plus.
- Other info: Diverse workplace with excellent career growth and learning opportunities.
- Why this job: Make a real impact in customer care while leading a dynamic team.
- Qualifications: Proven leadership in customer care and expertise in complaint resolution.
The predicted salary is between 48000 - 84000 £ per year.
About The Team
The Marketplace Support and Service Excellence Team is at the core of Deliveroo’s global customer care operations, ensuring an outstanding experience for customers, riders, and restaurant partners. We manage Workforce Planning, Performance & Strategy, Care Excellence, and Care Operations, delivering both live and non-live support across multiple markets and languages.
Our mission is to resolve issues quickly, simplify processes, and continually improve service delivery through innovation, collaboration, and operational excellence. We work closely with vendor partners to drive efficiency, elevate performance, and lead transformational change in customer care.
Our Guiding Principles Define How We Operate
- Fix it Fast – Deliver swift and effective resolutions.
- Keep it Simple – Streamline processes for a seamless experience.
- Be the Best – Set the highest standards in every interaction.
About The Role
As a Senior Manager, Global Escalations, you will be responsible for leading and shaping the escalations and complaints management strategy while driving operational excellence across the team. You will oversee Team Managers and Senior Escalations Agents, ensuring the efficient resolution of high-priority and complex cases, while maintaining compliance with regulatory requirements and company policies. This role provides third line support across all three sides of our marketplace: Customer, Partner, and Rider.
You will work closely with senior stakeholders, external partners, and cross-functional teams to enhance processes, improve performance, and drive a customer-first culture. A key focus of this role will be identifying root causes of escalations, implementing continuous improvements, and influencing strategic change to improve experiences at scale.
This is a high-impact leadership role that requires strong operational expertise, strategic thinking, and the ability to drive transformational change in a fast-paced, global environment.
What You\'ll Be Doing
Strategic Leadership & Team Management
- Lead and develop Team Managers and Senior Escalations Agents, fostering a culture of high performance, accountability, and continuous learning.
- Set clear KPIs, objectives, and performance expectations to drive efficiency, quality, and service excellence.
- Provide coaching, mentorship, and career development opportunities for direct reports and high-potential talent.
- Oversee workload distribution, ensuring optimal team performance and effective case resolution.
Escalations & Complaint Management Oversight
- Act as the final escalation point for high-risk, complex, or sensitive complaints, including ombudsman, legal, and executive cases.
- Ensure all escalations are handled with professionalism, fairness, and compliance, aligned with internal policies and industry regulations (e.g., FCA, FOS, GDPR).
- Work with compliance, legal, and operations teams to strengthen risk mitigation strategies and improve dispute resolution frameworks.
- Identify patterns in escalations, driving systemic improvements to prevent recurrence.
Operational Excellence & Continuous Improvement
- Conduct root cause analysis and data-driven decision-making to enhance customer care processes and reduce complaint volumes.
- Collaborate with Workforce Planning, Performance & Strategy, and Marketplace Support Excellence teams to streamline processes, improve efficiency, and elevate service quality.
- Implement best-in-class complaint resolution practices, leveraging insights from regulatory bodies, industry benchmarks, and customer feedback.
- Drive automation and technology enhancements to optimise case management and reporting capabilities.
Stakeholder Management & Cross-Functional Collaboration
- Build strong relationships with internal stakeholders (Legal, Compliance, Operations, Product, and Customer Experience) to align on strategy and service improvements.
- Influence senior leadership and cross-functional teams by presenting key insights, recommendations, and strategic initiatives.
- Represent Deliveroo in discussions with regulatory bodies and external stakeholders when required.
Reporting & Insights
- Own and deliver escalations and complaints performance reports, providing actionable insights and recommendations to senior leadership.
- Monitor key metrics such as resolution time, retention rates, root cause trends, and compliance adherence to drive continuous improvement.
- Use data analytics to identify service gaps and opportunities, ensuring proactive improvements in customer experience.
Requirements
- Proven experience in a senior leadership role within customer care, escalations, or complaints management.
- Expertise in complaints resolution frameworks, regulatory compliance (e.g., FCA, FOS, GDPR), and industry best practices.
- Experience in managing high-risk, complex, and legally sensitive cases, including regulatory escalations and ombudsman referrals.
- Strong people leadership and coaching abilities, with a track record of building and developing high-performing teams.
- Demonstrated success in driving operational efficiency, process improvements, and service innovation.
- Excellent stakeholder management and influencing skills, with experience working across cross-functional teams, vendors, and senior leadership.
- Strong analytical and problem-solving mindset, with the ability to leverage data insights to drive decision-making.
- Ability to thrive in a fast-paced, high-pressure environment, balancing strategic priorities with hands-on operational oversight.
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.
Workplace & Benefits
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 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.
Note: This job description may be updated periodically to reflect changing business needs.
Senior Manager, Global Escalations in Manchester employer: Deliveroo
Deliveroo is an exceptional employer that prioritises the well-being and growth of its employees, offering a competitive benefits package that includes generous annual leave, healthcare options, and opportunities for professional development. The company fosters a dynamic work culture that values innovation, collaboration, and diversity, making it an ideal place for those looking to make a meaningful impact in a fast-paced, technology-driven environment. With a commitment to operational excellence and a customer-first approach, Deliveroo empowers its team members to thrive and drive transformational change across the global marketplace.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Manager, Global Escalations 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 Manager, Global Escalations 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.
