Senior Global Escalation Agent

**Senior Agent, Global Escalations**:
**Location: Manchester**:
**Job Type: Full-Time,**:
**Shift pattern
- rotational: 9AM to 7:30PM, 10:30AM-9PM, 12:30PM -11PM**:
**Hybrid role - attendance in the office is required - roughly 3 days per week**:
**Language requirements: English + either Arabic/Italian/French preferred**:
**About the Team**:
The Marketplace Support and Service Excellence Team plays a central role in managing Deliveroo’s global customer care operations. Our team oversees Workforce Planning, Performance & Strategy, Care Excellence, and Care Operations, which includes live support for consumers, riders, and restaurants, and non-live support.

With Deliveroo’s expansive global presence, we operate multiple customer care centres worldwide to support our diverse markets and languages. Our mission is to deliver an outstanding customer experience across our three-sided marketplace—customers, restaurants, and riders—while working closely with our vendor partners to drive efficiency, continuous improvement, and transformative change.

At the heart of everything we do are our three guiding principles:
**Fix it Fast** - Resolve issues quickly and effectively.
**Keep it Simple** - Streamline processes for a seamless experience.
**Be the Best** - Strive for excellence in every interaction.

We are passionate about making every customer interaction exceptional—because great service is what keeps Deliveroo moving forward

**About the Role**:
As a Senior Agent in our Global Escalations team, you will play a key role in managing and resolving the most complex and high-priority customer complaints. Acting as an escalation point for critical issues, you will ensure fair and timely resolutions while maintaining compliance with industry regulations and company policies. You will liaise with internal teams, external stakeholders, and regulatory bodies (where applicable) to investigate and resolve disputes effectively. With a strong focus on root cause analysis and continuous improvement, you will identify trends in escalations and contribute to process enhancements that drive better customer outcomes. This role requires exceptional communication, problem-solving, and negotiation skills, as well as the ability to manage challenging conversations with professionalism and empathy. If you thrive in a fast-paced environment and are passionate about delivering excellent customer experiences, this is an exciting opportunity to make a real impact.

**Experience & Knowledge**:
**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.

**Skills & Abilities**:
**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.

**Personal Attributes**:
**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 and share knowledge.
**Ethical and compliant** - ensuring all actions align with regulations and company policies.

**Desirable Criteria**:
Experience in handling **ombudsman or legal escalations**.
Knowledge of **alternative dispute resolution (ADR)** processes.
Formal qualifications in **customer service, compliance, or dispute resolution**.
Experience in **coaching or mentoring** junior team members.

This role requires a **highly professional, empathetic, and detail-oriented individual** who thrives in a fast-paced environment and is committed to delivering **exceptional customer outcomes**.

**Why Deliveroo**

Our mission is to transform the way you shop and eat, bringing the neighbourhood to your door by connecting consumers, restaurants, shops and riders. We are transforming the way the world eats and shops by making access to food and products more convenient and enjo