French Customer Care Agent at Deliveroo

Manchester, England, United Kingdom

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Food Delivery, Customer CareIndustries

Requirements

Proven experience in an escalation or senior complaints handling role, ideally within a regulated industry
Strong understanding of complaint resolution processes and best practices
Familiarity with regulatory requirements and industry standards (e.g., FCA, FOS, GDPR, or equivalent regulatory bodies)
Experience in handling complex and high-risk cases, including those referred to ombudsman services or legal teams
Ability to conduct root cause analysis to identify trends and contribute to process improvements
Excellent communication skills – both written and verbal, with the ability to draft clear, professional, and empathetic responses
Strong problem-solving and analytical skills, with the ability to assess complex cases and make fair, well-reasoned decisions
Negotiation and conflict resolution abilities, ensuring positive outcomes for both customers and the business
Ability to manage multiple cases simultaneously and work efficiently under pressure
Attention to detail, ensuring all responses are accurate, compliant, and well-documented
Confidence in using CRM systems and case management tools to track and report on escalated complaints
Customer-focused – committed to delivering fair and timely resolutions
Resilient and adaptable – able to manage challenging conversations and sensitive situations professionally
Proactive and solution-oriented – looking for ways to improve processes and prevent recurring complaints
Team player – willing to support colleagues
Language requirements: English + French
Availability for full-time, rotational shift pattern (9AM-7:30PM, 10:30AM-9PM, 12:30PM-11PM)
Hybrid role requiring office attendance roughly 3 days per week in Manchester

Responsibilities

Manage and resolve the most complex and high-priority customer complaints
Act as an escalation point for critical issues, ensuring fair and timely resolutions
Maintain compliance with industry regulations and company policies
Liaise with internal teams, external stakeholders, and regulatory bodies (where applicable) to investigate and resolve disputes effectively
Conduct root cause analysis to identify trends in escalations
Contribute to process enhancements that drive better customer outcomes

Skills

Key technologies and capabilities for this role

FrenchEnglishCustomer ServiceEscalations ManagementRoot Cause AnalysisComplaint ResolutionWorkforce PlanningPerformance AnalysisRegulatory Compliance

Questions & Answers

Common questions about this position

What is the work arrangement for this role?

This is a hybrid role requiring attendance in the office roughly 3 days per week, with a full-time rotational shift pattern including 9AM to 7:30PM, 10:30AM-9PM, and 12:30PM-11PM.

What language skills are required?

Fluency in English and French is required.

What experience is needed for this position?

Proven experience in an escalation or senior complaints handling role, ideally within a regulated industry, is required, along with handling complex high-risk cases and familiarity with regulatory requirements like FCA, FOS, GDPR.

What are the team's guiding principles?

The team's guiding principles are Fix it Fast – Resolve issues quickly and effectively, Keep it Simple – Streamline processes for a seamless experience, and Be the Best – Strive for excellence in every interaction.

What skills make a strong candidate for this role?

Exceptional communication, problem-solving, negotiation skills, ability to manage challenging conversations with professionalism and empathy, and skills in root cause analysis for process improvements are key.

Deliveroo

Online food delivery connecting customers and restaurants

About Deliveroo

Deliveroo connects customers with a variety of restaurants through its online food delivery service. Customers can place orders via the Deliveroo website or mobile app, which are sent to partner restaurants for preparation. Once the food is ready, Deliveroo's network of delivery riders brings it directly to the customer's home. This system allows restaurants to expand their reach without handling their own delivery logistics. Deliveroo earns money by charging restaurants a commission on orders and customers a delivery fee. They also offer a subscription service, Deliveroo Plus, which gives customers unlimited free delivery for a monthly fee, encouraging loyalty and providing consistent revenue. Additionally, Deliveroo engages in community initiatives, such as providing free meals to NHS workers during the pandemic, which helps build a positive public image and strengthen community relationships.

London, United KingdomHeadquarters

2013Year Founded

$1,569.6MTotal Funding

IPOCompany Stage

Food & Agriculture, Consumer SoftwareIndustries

5,001-10,000Employees

Benefits

Health Insurance

Paid Vacation

Parental Leave

Family Planning Benefits

Risks

Increased competition from Uber Eats and Just Eat threatens market share.

Rising operational costs due to inflation may impact profit margins.

Potential regulatory challenges could increase labor costs for delivery riders.

Differentiation

Deliveroo offers a diverse range of cuisines, from fast food to high-end dining.

The company partners with non-food brands, expanding beyond traditional food delivery.

Deliveroo's three-sided marketplace connects customers, restaurants, and delivery riders efficiently.

Upsides

Partnerships with brands like Accessorize diversify revenue and expand market reach.

Deliveroo Plus subscription service boosts customer loyalty and provides recurring revenue.

AI integration enhances delivery efficiency and reduces operational costs.

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