The opportunity
Working pattern: Hybrid (3 days in-office) | 37. 5 hours per week | Rotational shift pattern may include weekends and public holidays (09:00 - 17:30 - flexible shift start time available).
What you'll do
Own complex partner resolutions: Manage high-impact queries and escalations from account managers who support our largest restaurant and grocery accounts with an obsessive focus on service excellence.
Navigate multi-channel support: Solve intricate issues primarily through non-live channels, utilising phone calls and written correspondence based on account manager/ merchant preference.
Deliver end-to-end case management: Independently seek out the best resolutions for complex requirements while keeping account managers and other stakeholders updated throughout the process.
Champion the Merchant experience: Act as the face of the commercial team, ensuring every interaction is detail-oriented and resolution-focused to achieve best in class CSAT scores.
Help our Merchants succeed: In this role, you are the engine behind our merchants' growth. You'll tackle roadblocks head-on with a focus on first-contact resolution, knowing that your speed and accuracy directly power their business success. You won't just solve problems, you'll act as a strategic partner, introducing value-add initiatives like targeted ad campaigns to help them thrive on our platform.
Strong solution-based mindset: An organised and driven approach to problem-solving in a fast-paced environment.
What they're looking for
- Exceptional communication skills: Ability to handle sensitive cases with empathy and professional clarity.
- Proven ability to work independently: Comfortable managing a high-volume workload and driving tasks to a favorable outcome autonomously.
- Commercial mindset: Come to each interaction with an idea how to help and improve the commercial return of Deliveroo Merchants.
- Operational curiosity: A keen eye for detail and a desire to understand the mechanics of a complex, three-sided marketplace.
