At a Glance
- Tasks: Support our restaurant partners with exceptional service and problem-solving skills.
- Company: Join Deliveroo, a leader in transforming the way people shop and eat.
- Benefits: Enjoy 25 days holiday, health insurance, team meals, and online learning opportunities.
- Other info: Be part of an inclusive culture that values diversity and collaboration.
- Why this job: Make a real impact every day while growing your skills in a fast-paced environment.
- Qualifications: Fluent in Italian and English, with strong communication and problem-solving abilities.
The predicted salary is between 25000 - 30000 £ 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.
Customer Service Agent (Italian Speaking) - Inbound B2B in Manchester employer: Dormont Manufacturing Co
Deliveroo is an exceptional employer that prioritises customer care and service excellence, making a tangible impact on the lives of our restaurant and grocery partners. Located in Manchester, our hybrid work model fosters a collaborative and inclusive culture, offering 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 focused on innovation and improvement.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Agent (Italian Speaking) - Inbound B2B in Manchester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Dormont Manufacturing Co. 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 Dormont Manufacturing Co 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 Customer Service Agent (Italian Speaking) - Inbound B2B 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 Dormont Manufacturing Co:Your cover letter is your chance to shine! Tell us why you want to work at Dormont Manufacturing Co 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 Dormont Manufacturing Co!
How to prepare for a job interview at Dormont Manufacturing Co
✨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.
