Partner Service Agent
Role Overview
This mid-level Partner Service Agent role involves handling complex queries and escalations from restaurant partners, primarily through non-live channels with some calls, to ensure high service standards. The position is part of a global escalation team, requiring collaboration with European and Middle Eastern colleagues to share best practices and resolve issues. The hire will impact partner satisfaction by navigating complex requirements and maintaining a resolution-focused approach in a hybrid work environment.
Perks & Benefits
The role offers a hybrid setup with 3 in-office days per week in Manchester, flexible shift patterns including weekends, and benefits like 25 days holiday, life assurance, Deliveroo Plus subscription, employee assistance, online learning courses, subsidized health insurance, and a pension. Career growth includes opportunities to work with global teams and learn about international markets, supported by a culture that values autonomy, ownership, and diversity with adjustments available for equitable hiring.
Full Job Description
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 enjoyable. We give people the opportunity to buy what they want, as they want it, when and where they want it.
We are a technology-driven company at the forefront of the most rapidly expanding industry in the world. We are still a small team, making a very large impact, looking to answer some of the most interesting questions out there. We move fast, value autonomy and ownership, and we are always looking for new ideas.
Shift pattern-based, with rotational weekend work (2 -3 weekends every month )
Here's what you can expect to be doing:
The day-to-day role will oversee the handling of our more complex queries or escalations from our restaurant partners, with an obsessive focus on service.
This will mainly be working on non-live channels, though will often include calls or other contact depending on the customer preference.
Navigating through complex issues and requirements, seeking out the best resolution and keeping the partner updated along the way.
Best practice sharing across our global teams - Though your role will be covering UKIE based partners, we’re a huge global operation! As your role progresses, you’ll work alongside our european and middle eastern colleagues, helping to navigate their escalations and learning about the global marketplace as you do
We’re a 7 day operation in supporting our partners and as such your shifts will be made up of a mixture of weekdays and weekends to business requirements. You’ll work a 37.5 hour week based in our Manchester office, on a hybrid basis with 3 in office days of your choice. Our office is open on weekends, so if that’s your preference you’ll be able to head in as your hybrid working pattern begins too!
What about you?
Ability to work independently and efficiently to work to a favourable outcome for our partners.
Organised, driven & solution-based approach to your workload.
As part of the face of our escalation team, you’ll ensure a keen eye for detail and ensure a resolution focused approach in all your interactions.
Service & resolution obsessed.
Previous experience with service escalation roles is ideal but not essential.
Knowledge of CRM systems, knowledge bases and/or telephony systems ideal but not essential.
Benefits
25 days holiday & paid bank holidays
Life assurance
Deliveroo Plus subscription which gives you access to exclusive offers and free delivery on selected orders.
Employee assistance programme
Company paid team meals and nights out
Online learning courses delivered by global universities
Subsidised health insurance & dental insurance
Cycle to work scheme
Pension
Benefits including discounted gym subscription, wellbeing and pension contributions
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 enjoyable. We give people the opportunity to buy what they want, as they want it, when and where they want it.
We are a technology-driven company at the forefront of the most rapidly expanding industry in the world. We are still a small team, making a very large impact, and looking to answer some of the most interesting questions out there. We move fast, value autonomy and ownership, and we are always looking for new ideas.
Workplace & Benefits
At Deliveroo we know that people are the heart of the business and we prioritise their welfare. Benefits differ by country, but we offer many benefits in areas including healthcare, well-being, parental leave, pensions, and generous annual leave allowances, including time off to support a charitable cause of your choice. Benefits are country-specific, please ask your recruiter for more information.
Diversity
At Deliveroo, we believe a great workplace is one that represents the world we live in and how beautifully diverse it can be. That means we have no judgment when it comes to any one of the things that make you who you are - your gender, race, sexuality, religion or a secret aversion to coriander. All you need is a passion for (most) food and a desire to be part of one of the fastest-growing businesses in a rapidly growing industry.
We are committed to diversity, equity and inclusion in all aspects of our hiring process. We recognise that some candidates may require adjustments to apply for a position or fairly participate in the interview process. If you require any adjustments, please don't hesitate to let us know. We will make every effort to provide the necessary adjustments to ensure you have an equitable opportunity to succeed.
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