At a Glance
- Tasks: Support riders with payment queries and manage complex casework in a fast-paced environment.
- Company: Join Deliveroo, a leader in transforming shopping and dining experiences.
- Benefits: Hybrid work model, competitive salary, and opportunities for professional growth.
- Other info: Inclusive culture that values diversity and offers career advancement.
- Why this job: Make a real impact while developing your skills in a dynamic team.
- Qualifications: Fluency in English and another language, plus customer support experience.
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 proficiency required; fluency in French, Italian, or Dutch required
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
- Own complex casework: Deliver clear, accurate, and empathetic email support to riders across multiple markets, with a dedicated focus on resolving intricate payment-related queries.
- Manage high-volume queues: Drive performance by managing a high volume of cases while consistently meeting or exceeding service level agreements (SLAs), productivity targets, and quality standards.
- Support frontline teams: Act as a critical escalation point for 1st Line Support teams, handling complex cases and providing clear operational guidance to resolve rider issues end-to-end.
- Identify operational improvements: Analyse trends and recurring issues in rider queries to proactively suggest improvements to internal processes, tools, or workflows.
- Collaborate cross-functionally: Work alongside cross-functional teams to resolve high-risk rider issues efficiently, ensuring clear context and recommended next steps are provided during escalations.
What You’ll Need to Thrive
- Multilingual communication skills: Professional proficiency in written and spoken English, alongside fluency in either French, Italian, or Dutch to seamlessly support multiple markets.
- Customer support experience: Demonstrated experience handling case management in a dedicated email or chat-based customer service environment.
- Analytical and data mindset: Strong comfort with data and a solid understanding of Excel or Google Sheets to identify trends and track performance.
- Problem-solving and adaptability: Proven ability to navigate ambiguous information, make resourceful decisions under pressure, and safely escalate complex risks.
- Operational flexibility: Ability to work a schedule that includes dedicated weekend working and Bank Holiday coverage in line with marketplace demand.
- Tool proficiency (Desirable): Prior experience utilising ticketing tools like Zendesk to manage customer workflows.
Why Join Us?
- 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.
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!
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.
Rider Support Representative - Payments in Manchester employer: Dormont Manufacturing Co
Deliveroo is an exceptional employer that prioritises impact, innovation, and growth, making it a fantastic place for those looking to make a meaningful difference in the food delivery industry. With a hybrid working model in Manchester, employees benefit from a collaborative and inclusive culture, ample opportunities for professional development, and the chance to directly improve outcomes for riders and customers alike. Join a team that values diversity and supports your career growth while delivering service excellence across multiple markets.
StudySmarter Expert Advice🤫
We think this is how you could land Rider Support Representative - Payments 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 - Payments 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.
