Customer Service Agent (B2B) - UKIE at Deliveroo · Manchester

CUSTOMER SERVICE AGENT (B2B) - UKIE Location: Manchester Working pattern: Hybrid (3 days in-office) | 37.5 hours per week | Rotational shift pattern including weekends and public holidays (09:00 - 17:30). 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, working at the forefront of complex and high-impact cases involving our restaurant and grocery partners. Here’s what your day-to-day might look like: - Own complex partner resolutions: Manage high-impact queries and escalations from our Merchants with an obsessive focus on service excellence. - Navigate multi-channel support: Solve intricate issues primarily through non-live channels, utilizing phone calls and written correspondence based on partner preference. - Deliver end-to-end case management: Independently seek out the best resolutions for complex requirements while keeping Merchants updated throughout the process. - Champion the Merchant experience: Act as the face of the escalation 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: 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. Our Global Structure Deliveroo is part of DoorDash, bringing together teams with even greater reach, scale, and ambition. Depending on your role, you may collaborate with teammates, systems, and leaders across DoorDash and Wolt. Together, we’re unlocking new possibilities as one global team. 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 fro