Rider Services Representative Job at DELIVER (Manchester)

Job Description

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.

Job Responsibility

Investigate and resolve complex rider queries by collaborating with internal teams and external stakeholders to deliver fair, consistent outcomes
Conduct objective reviews of Supplier Agreement terminations, ensuring all decisions are highly accurate, fair, and well-documented
Deliver empathetic, high-quality written communication to riders via email, translating complex operational decisions into clear responses
Meet defined service level agreements (SLAs) and productivity targets while maintaining a rigorous focus on data accuracy and quality
Partner with cross-functional teams across the Rider Services Center to continuously improve and standardise the rider support experience
Adapt to changing business needs by supporting ad hoc operational initiatives and projects across the wider department

Requirements

Proven experience in an email or chat-based customer service environment, ideally handling complex case management or escalations
Excellent communication skills, with full proficiency in written and spoken English
Strong analytical capability, including comfort navigating data and using tools like Excel or Google Sheets to drive decisions
Demonstrated problem-solving agility, with a proven ability to make fair, resourceful choices when faced with ambiguous information
Exceptional organizational and prioritization skills, with a track record of meeting tight KPIs in a fast-paced environment
Flexibility to work a weekend schedule, including providing Bank Holiday coverage in line with marketplace demand

Nice to have

Fluency in French, Italian, or Dutch is a major plus
Experience using CRM platforms like Zendesk is a plus

What we offer

Competitive and comprehensive compensation and benefits package
Equity (some roles may be eligible for share awards)
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 service
One day of paid leave per year to volunteer with a registered charity
Funded single cover healthcare on core plan
On-site gym (HQ), discounted external gym membership
Access to wellbeing apps via GymPass (LesMills+, Strava, Headspace, Yogaia)
Discounted dental insurance and range of flexible benefits
Life assurance
Maternity, paternity and shared parental leave eligible from day one
Excellent kit to enable working from home and parent-friendly working culture
Access to free mortgage advice
Cycle to Work Scheme or Season Ticket Loans
Excellent learning and development opportunities and access to RooLearn
Regular Employee Resource Group (ERG) led social events
Summer and end-of-year parties

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Rider Services Representative

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