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Merchant Support Team Leader

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DELIVER

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Location:
United Kingdom , Manchester

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

As the Merchant Support Team Leader, you will be a key driver of change, not just a manager. You will be responsible for defining and implementing best-in-class ways of working, proactively identifying strategic improvements, and delivering considered solutions that elevate the performance and satisfaction of our Merchants. In this crucial role as Merchant Support Manager, you will be a catalyst for change, going beyond standard managerial duties. Your focus will be on shaping the future of Merchant operations by proactively identifying strategic improvements and defining and implementing best-in-class ways of working.

Job Responsibility:

  • Managing channel, queue and agent performance across our in-house team servicing the UKIE market
  • Identifying trends in performance and conducting root cause analysis (e.g. agent productivity, quality or Merchant experience)
  • Work closely with the account management team to equip them with the necessary toolset to improve site performance, while aligning the aims of Merchant Operations with other departments in the business
  • Elevate Operational Excellence: Strategically manage the performance of our support queues across all Merchant interactions for our UK&I base, ensuring best-in-class service delivery
  • Champion Continuous Improvement: Proactively identify and diagnose performance gaps within your team, leading the development and execution of robust performance improvement strategies
  • Drive Team Impact: Mentor and support your direct reports, empowering them to implement best-in-class customer experience practices that position Merchant Operations as a true differentiator for Deliveroo
  • Influence and Resolve: Actively surface systemic operational issues and relentlessly drive performance by influencing senior stakeholders and cross-functional teams to implement lasting solutions
  • Lead Strategic Initiatives: Take ownership of strategic projects, conduct deep-dive performance analyses, and represent the team in critical discussions with senior leadership
  • Define Success: Collaborate on defining key performance indicators (KPIs), targets, and strategic goals for the team, while meticulously prioritising your own objectives to maximise impact

Requirements:

  • 4+ years’ management experience in a fast-moving and dynamic company, leading a minimum headcount of 15
  • Detail and action orientated, with experience of leading performance improvement projects (e.g. root cause analysis / backlog reduction strategies)
  • Comfortable leading updates and can speak up when working with senior stakeholders and with the company
  • Knowledgeable of CRM systems (e.g. Salesforce) and has experience of creating reports across systems
  • Takes personal accountability for the quality and accuracy of their work
What we offer:
  • Healthcare
  • well-being
  • parental leave
  • pensions
  • generous annual leave allowances, including time off to support a charitable cause of your choice
  • Free Deliveroo Plus: free delivery and access to special offers
  • Team lunches from the best local restaurants
  • 25 days annual leave plus bank holidays, increasing with length of time spent working at Deliveroo
  • One day of paid leave per year to volunteer with a registered charity
  • Funded single cover healthcare on our core plan, with the option to add family members at own cost
  • On-site gym (HQ), discounted external gym membership
  • Access to wellbeing apps such as LesMills+, Strava, Headspace, Yogaia via GymPass
  • Discounted dental insurance and a range of other flexible benefits, such as critical illness cover, partner life cover, travel insurance, health assessments
  • Life assurance
  • Maternity, paternity and maternity and shared parental leave, eligible from day one of employment
  • Excellent kit to enable working from home and a parent-friendly working culture
  • Access to free mortgage advice
  • Cycle to Work Scheme or Season Ticket Loans, depending how you wish to travel
  • Excellent learning and development opportunities and access to RooLearn, our learning platform, packed with high-quality training and content
  • Regular Employee Resource Group (ERG) led social events – examples include dinners, dance lessons and in-office yoga sessions
  • Summer and end-of-year parties

Additional Information:

Job Posted:
March 24, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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