Global Live Escalations Operations Agent - Manchester 

Our Customer Care team’s mission is to ensure our customers receive the highest quality of Care from anywhere across the globe where they might find themselves using Deliveroo, acting as an escalation point and support hub for Care related matters. As a Customer Care Operations Agent, you’ll be working on some of our most complex and sensitive issues, providing our customers with the best possible outcome whilst taking both customer and the business interests into consideration. This is an exciting new team launching in our Manchester office, you'll be the first members of this team in building our new Manchester care function. 

Key Highlights to consider:

• Hybrid Role ( 3 days within our Manchester Office)
• Please note we are unable to offer visa sponsorship for this position*
• Pay: £26,000 and bonus + benefits
• Although prior experience in a customer service setting is advantageous, we welcome individuals with a background in hospitality and retail. Candidates should be able to effectively demonstrate their ability to surpass customer service standards, possess a strong aptitude for stakeholder management, and showcase proficient computer skills.

Success in this role will require team spirit, a desire to problem solve and to achieve excellence every single day, a customer first mindset and a focus on productivity and respecting deadlines. All of this will help in making Deliveroo the definitive Food delivery company that everyone thinks of first.

Your schedule will regularly include weekend shifts.

What You’ll Be Doing

• Providing an effortless premium service to our customers on Live chat Zendesk and Amazon Connect (phone) by reviewing, investigating and responding to their escalated queries, aiming for a first contact resolution when possible
• Taking ownership of your performance by understanding and consistently achieving your productivity, quality and schedule adherence goals with the help of your Team Leader
• Being a positive and active team player and working hard to ensure the Global Escalation team is resonates with excellence
• Acting as an escalation point for any complex queries from our frontline Care teams and markets by either call, chat or Zendesk ticket
• Managing internal escalations - via our Corporate Social Network channel and Gmail in an efficient and timely manner to guarantee customer satisfaction and brand loyalty with every enquiry
• Proactively create a presence within the workplace, on-site and on Slack: acknowledging, responding and investigating any Customer Care feedback.
• Proactively escalating and communicating any issues to the Care team management
• Identifying opportunities for continuous improvement and policy refinement within the department and company
• Actively participating in team meetings, company activities and development opportunities
• Sensitivity to Customer Needs: Demonstrates empathy and resourcefulness when addressing customer concerns, particularly those of a sensitive nature. Adheres to company protocols for confidentiality and documentation while promoting self-care and well-being among the team.

Requirements

• Strong written and spoken French  , english written and spoken intermediate to expert 
• Live chat and phone support experience, with impeccable phone etiquette
• Patience, good time management and emotional intelligence are some of the skills you’ll need to have to serve our customers
• Willingness to take responsibility/ownership of each issue/task that you face
• Adaptable to day-to-day change in relation to tasks assigned to you. This role is very versatile, your daily tasks and assignments can change quickly during the day
• Intrigued by complex situations rather than overwhelmed by them
• Trustworthiness – Deliveroo wants honest workers who are capable of handling sensitive personal information
• Attention to detail – spotting small changes and things that “just don’t seem right”
• Rotational shift work including evenings & weekends.
• Not mandatory, but an advantage: (applicants without these skills are still encouraged to apply)
• Additional language skills (Italian / Cantonese / Mandarin / Arabic) would be a benefit
• GDPR and payment related knowledge

Benefits

• 25 days holiday, paid bank holidays, pension, life, health & dental insurance 
• Deliveroo Plus subscription, benefits including discounted gym subscription, wellbeing
• Employee assistance program, Cycle-to-work scheme
• Company-paid team meals and nights out
• Online learning courses
• Pay: £26,000 and bonus + benefits

Why Deliveroo?

Why Deliveroo? When you first think about Deliveroo, you probably think of getting great food to your house in less than half an hour. Awesome right? But behind the scenes is the real story. This story is one of high growth, huge challenges and an enormous opportunity ahead of us.

We want to be the definitive food company - the app you go to any time you have a hunger pang. We are transforming the way people think about food. We’re a technology driven company at the forefront of the most rapidly expanding industry in the world, so come and join us for the ride.

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 (most) 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.

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