Partner Service Agent at Deliveroo

Manchester, England, United Kingdom

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Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Food Delivery, TechnologyIndustries

Requirements

Ability to work independently and efficiently to achieve favorable outcomes for partners
Organised, driven, and solution-based approach to workload
Keen eye for detail and resolution-focused approach in all interactions
Service and resolution obsessed
Previous experience with service escalation roles (ideal but not essential)
Knowledge of CRM systems, knowledge bases, and/or telephony systems (ideal but not essential)
Ability to work a 37.5-hour week on a hybrid basis (3 office days in Manchester, including potential weekends)

Responsibilities

Oversee handling of complex queries or escalations from restaurant partners with an obsessive focus on service
Work mainly on non-live channels, including calls or other contact based on partner preference
Navigate complex issues and requirements, seek the best resolution, and keep partners updated
Share best practices across global teams, including collaboration with European and Middle Eastern colleagues on escalations
Work shifts including a mixture of weekdays and weekends to meet business requirements

Skills

Customer Service

Escalation Handling

Partner Support

Problem Solving

Communication

Organization

Shift Work

Best Practice Sharing

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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