Senior Support Resilience Representative

• Deliver multi-functional surge support by seamlessly flexing across Insurance validations, Reviews, and Payments queries based on real-time marketplace demand
• Resolve complex, escalated rider cases via email, applying sound judgment to make fair, well-reasoned decisions in line with internal policies
• Mentor and support junior representatives, providing day-to-day guidance on advanced cases to accelerate their growth and development
• Drive operational continuous improvement by identifying recurring trends, updating training materials, and feeding insights back to the Team Lead
• Own performance against core targets, consistently meeting defined SLA, productivity, and quality benchmarks across all three major workflows
• Collaborate with internal stakeholders and support cross-functional teams within the Rider Services Centre on an ad hoc basis to ensure alignment

• Proven experience in an email or chat-based Customer Service, Operations, or marketplace environment
• Strong multilingual capability, with professional proficiency in written and spoken English, plus fluency in French, Italian, or Dutch
• Demonstrated ability to mentor others, with a collaborative mindset and an eagerness to help junior team members develop
• High adaptability and strong problem-solving skills, with a track record of making fair, independent decisions across diverse and complex case types
• Data curiosity and analytical skills, including a comfortable working knowledge of Excel or Google Sheets to identify trends
• Excellent organizational and communication skills, allowing you to prioritize high-volume workloads in a fast-paced environment
• Operational flexibility, with the absolute commitment to working a schedule that includes regular weekend days and Bank Holiday coverage from our Manchester office

Experience with Zendesk/Salesforce, or background handling payment and insurance-related casework

• Competitive and comprehensive compensation and benefits package
• Equity
• 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