Senior Global Escalation Agent at Deliveroo: Manchester

Role Overview

As a Senior Global Escalation Agent at Deliveroo, you will be at the forefront of resolving the most complex and critical customer complaints. Based in our Manchester office, you will act as a key escalation point, ensuring fair and timely resolutions while adhering to industry regulations and company policies. Your role involves liaising with various stakeholders, conducting thorough investigations, and contributing to process improvements to enhance the overall customer experience. This hybrid role requires a strong communicator with exceptional problem-solving skills and a passion for delivering excellent service.

A Day in the Life

Your day will involve managing a diverse range of escalated cases, each requiring a unique approach. You might start by reviewing overnight escalations, prioritizing those that require immediate attention. You'll then conduct investigations, gathering information from various sources, including customer interactions, internal teams, and external stakeholders. You'll draft clear, professional, and empathetic responses to customers, explaining the resolution process and outcome. You will also collaborate with internal teams to address underlying issues and prevent future escalations. A significant part of your day will be spent analyzing trends in escalations to identify areas for process improvement. You'll also provide guidance and support to junior team members, ensuring consistent quality in complaint handling.

Why Manchester?

Manchester is the heart of Deliveroo's main office operations in the UK. Being based in Manchester provides you with direct access to key decision-makers and resources within the company. The city's vibrant and diverse culture offers a rich environment for both personal and professional growth. Manchester is also a hub for innovation and technology, making it an ideal location for those looking to advance their careers in a dynamic and forward-thinking company like Deliveroo. The office's hybrid work model allows for a balance between collaborative in-office days and focused remote work, providing flexibility and promoting a healthy work-life balance.

Career Path

The Senior Global Escalation Agent role is a stepping stone to various career paths within Deliveroo. With proven performance and dedication, you can advance to roles such as Escalation Team Lead, where you will oversee a team of agents and drive strategic initiatives. You can also move into roles within the Customer Service Excellence team, focusing on process improvement and quality assurance. Opportunities also exist in related departments such as Compliance, Training, and Project Management. Deliveroo is committed to fostering internal talent, providing numerous training and development programs to help you reach your full potential.

Salary & Benefits

Deliveroo offers a competitive salary and benefits package for the Senior Global Escalation Agent role. While the specific salary range may vary based on experience and qualifications, you can expect a competitive salary commensurate with your skills. The benefits package includes comprehensive health insurance, a generous paid time off policy, a pension plan with company contribution, and employee discounts on Deliveroo orders. Additionally, Deliveroo provides access to an employee assistance program, a cycle-to-work scheme, a season ticket loan, and subsidized gym membership. Regular team-building events and social activities further enhance the employee experience.

Deliveroo Culture

Deliveroo is known for its fast-paced, innovative, and collaborative culture. Employees are encouraged to take ownership, think creatively, and challenge the status quo. The company fosters a supportive and inclusive environment where everyone is valued and respected. Deliveroo is committed to diversity and inclusion, creating a workplace where all employees feel empowered to bring their authentic selves to work. The company also places a strong emphasis on employee well-being, providing resources and support to promote a healthy work-life balance. At Deliveroo, you'll be part of a team that is passionate about delivering exceptional customer experiences and driving the company's mission forward.

How to Apply

To apply for the Senior Global Escalation Agent role, visit the Deliveroo careers website and search for the position in Manchester. Review the job description carefully and ensure that you meet the required qualifications and skills. Prepare a compelling resume and cover letter highlighting your relevant experience and accomplishments. In your cover letter, emphasize your passion for customer service, your problem-solving abilities, and your commitment to delivering excellent results. Be prepared to participate in multiple rounds of interviews, including behavioral and technical assessments. Showcase your communication skills, your ability to handle challenging situations, and your understanding of regulatory requirements. Good luck!

FAQ

1. What languages are required for this role?

   Fluency in English and either Italian, French, or Arabic is required.

2. Is this role fully remote?

   No, this is a hybrid role requiring attendance in the Manchester office approximately 3 days per week.

3. What are the shift patterns for this role?

   The shift patterns are rotational: 9AM to 7:30PM, 10:30AM-9PM, 12:30PM -11PM.

4. What experience is needed for this role?

   Proven experience in an escalation or senior complaints handling role, ideally within a regulated industry, is required.

5. What skills are important for this role?

   Excellent communication, problem-solving, analytical, negotiation, and conflict resolution skills are essential.

6. What regulatory knowledge is required?

   Familiarity with regulatory requirements and industry standards such as FCA, FOS, and GDPR is important.

7. What are the opportunities for career advancement?

   Opportunities exist to advance to roles such as Escalation Team Lead, Customer Service Excellence, Compliance, Training, and Project Management.

8. What benefits does Deliveroo offer?

   Deliveroo offers a competitive salary and benefits package, including health insurance, paid time off, a pension plan, and employee discounts.

9. What is the culture like at Deliveroo?

   Deliveroo has a fast-paced, innovative, and collaborative culture with a strong emphasis on diversity, inclusion, and employee well-being.

10. How do I apply for this role?

    Visit the Deliveroo careers website, search for the Senior Global Escalation Agent role in Manchester, and submit your resume and cover letter.