At a Glance
- Tasks: Support Deliveroo riders by resolving queries and improving their experience.
- Company: Join Deliveroo, a leader in transforming shopping and dining experiences.
- Benefits: Hybrid work model, competitive salary, and opportunities for growth.
- Other info: Inclusive culture with a focus on diversity and personal development.
- Why this job: Make a real impact while developing your skills in a fast-paced environment.
- Qualifications: Experience in customer service, strong communication, and analytical skills.
The predicted salary is between 30000 - 40000 £ per year.
Location: Manchester, UK - Hybrid (3 days in office)
Working pattern: 9.30am - 5.30pm; Wednesday - Sunday
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 prioritization 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 Support Representative in Manchester employer: Dormont Manufacturing Co
Deliveroo is an exceptional employer that prioritises service excellence and employee growth within a dynamic, hybrid work environment in Manchester. With a strong focus on collaboration and inclusivity, employees are empowered to make impactful decisions while developing their operational expertise. Join a values-driven team where your contributions directly enhance the rider experience and foster a culture of continuous improvement.
StudySmarter Expert Advice🤫
We think this is how you could land Rider Support Representative 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 Rider Support 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 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.
