Deliveroo

Customer Support Agent, Italian

Deliveroo

full-time

Posted on:

Location Type: Hybrid

Location: Manchester • United Kingdom

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About the role

  • Resolve high-priority and complex complaints in both English and Italian, ensuring fair outcomes across our three-sided marketplace.
  • Act as a specialist escalation point for critical issues, managing high-risk cases including those referred to ombudsman services or legal teams.
  • Conduct root cause analysis to identify behavioral or systemic trends in escalations and contribute to global process enhancements.
  • Liaise with internal stakeholders and regulatory bodies to investigate disputes while ensuring full compliance with GDPR and industry standards.
  • Draft professional, empathetic correspondence for complex cases, maintaining a high standard of accuracy and documentation.
  • Drive continuous improvement by identifying opportunities to streamline the customer journey and prevent recurring complaints.

Requirements

  • Significant experience in escalation or senior complaints handling, preferably within a regulated industry or fast-paced tech environment.
  • Fluency in English and Italian, with the ability to communicate professionally and empathetically in both languages.
  • Strong understanding of complaint resolution processes, including familiarity with regulatory requirements (e.g., FCA, GDPR, or equivalent).
  • Proven ability to navigate complex negotiations and conflict resolution, maintaining professionalism during challenging conversations.
  • Strong analytical and problem-solving skills, with a demonstrated ability to assess complex data and make well-reasoned decisions.
  • Experience using CRM systems and case management tools to track, report, and manage multiple high-priority cases simultaneously.
Benefits
  • Make a visible impact every day
  • Grow through ownership
  • Develop deep operational expertise
  • Deliver together in an inclusive culture
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
complaint resolutionroot cause analysisdata assessmentnegotiationconflict resolution
Soft Skills
professional communicationempathyanalytical skillsproblem-solvingcontinuous improvement