Global Live Escalations Operations Agent

5 months ago

Manchester, United Kingdom Deliveroo Full time

**Global Live Escalations Operations Agent - Manchester**

**_ Key Highlights to consider:_**
- _Hybrid Role ( 3 days within our Manchester Office)_
- _Please note we are unable to offer visa sponsorship for this position*_
- _Assessment's wall take place in the Manchester office from 11th/12th December, if successful in the initial stage of our recruitment assessment you'll need to be able to attend in person to this interview assessment._
- _Pay: £23,000 - £24,000 and bonus + benefits_
- _This role will work shifts which you can review below._

Our Customer Care team's mission is to ensure our customers receive the highest quality of Care from anywhere across the globe where they might find themselves using Deliveroo, acting as an escalation point and support hub for Care related matters. As a Customer Care Operations Agent, you'll be working on some of our most complex and sensitive issues, providing our customers with the best possible outcome whilst taking both customer and the business interests into consideration. This is an exciting new team launching in our Manchester office, you'll be the first members of this team in building our new Manchester care function.

Success in this role will require team spirit, a desire to problem solve and to achieve excellence every single day, a customer first mindset and a focus on productivity and respecting deadlines. All of this will help in making Deliveroo the definitive Food delivery company that everyone thinks of first.

You'll work a 5 day weekly schedule for 37.5 total hours. Shifts are 7.5 hours long and typically fall between 8am and 11pm over a 7 day work week. That means your schedule will regularly include weekend shifts.

Our around-the-clock support rota covers 24 hours a day, 7 days a week. While your normal shifts will fall anytime between 8am and 11pm, you may occasionally be asked to provide overnight or early morning support as part of a rotating on-call team. This 24h rotation ensures we can assist frontline teams with urgent global issues as they arise.

**What You'll Be Doing**
- Providing an effortless premium service to our customers on Live chat Zendesk and Amazon Connect (phone) by reviewing, investigating and responding to their escalated queries, aiming for a first contact resolution when possible
- Taking ownership of your performance by understanding and consistently achieving your productivity, quality and schedule adherence goals with the help of your Team Leader
- Being a positive and active team player and working hard to ensure the Global Escalation team is resonates with excellence
- Acting as an escalation point for any complex queries from our frontline Care teams and markets by either call, chat or Zendesk ticket
- Managing internal escalations - via our Corporate Social Network channel and Gmail in an efficient and timely manner to guarantee customer satisfaction and brand loyalty with every enquiry
- Proactively create a presence within the workplace, on-site and on Slack: acknowledging, responding and investigating any Customer Care feedback.
- Proactively escalating and communicating any issues to the Care team management
- Identifying opportunities for continuous improvement and policy refinement within the department and company
- Actively participating in team meetings, company activities and development opportunities
- Sensitivity to Customer Needs: Demonstrates empathy and resourcefulness when addressing customer concerns, particularly those of a sensitive nature. Adheres to company protocols for confidentiality and documentation while promoting self-care and well-being among the team.

**Requirements**:

- Strong written and spoken English (plus required language would be beneficial but not required)
- Live chat and phone support experience, with impeccable phone etiquette
- Patience, good time management and emotional intelligence are some of the skills you'll need to have to serve our customers
- Willingness to take responsibility/ownership of each issue/task that you face
- Adaptable to day-to-day change in relation to tasks assigned to you. This role is very versatile, your daily tasks and assignments can change quickly during the day
- Intrigued by complex situations rather than overwhelmed by them
- Trustworthiness - Deliveroo wants honest workers who are capable of handling sensitive personal information
- Attention to detail - spotting small changes and things that "just don't seem right"
- Rotational shift work including evenings & weekends.

Not mandatory, but an advantage: (applicants without these skills are still encouraged to apply)
- Additional language skills (Italian / Cantonese / Mandarin / Arabic) would be a benefit
- GDPR and payment related knowledge

**Why Deliveroo?**

Why Deliveroo? When you first think about Deliveroo, you probably think of getting great food to your house in less than half an hour. Awesome right? But behind the scenes is the real story. This story is one of high growth

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