Support Resilience Representative

Deliveroo

Support Resilience Representative in Manchester handling complex customer inquiries and providing high-impact support for riders in need. Collaborating with teams to deliver exceptional service and operational improvements.

Posted 7/3/2026full-timeManchester • 🇬🇧 United KingdomMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Flex across key functions to deliver high-quality support across Insurance validations, Reviews, and Payments queries based on real-time business demand.
Own rider communication by providing clear, empathetic, and consistent responses via email in line with internal policies.
Assess cases and drive fair resolutions by making well-reasoned decisions across all three supported workflows while meeting SLA, productivity, and quality targets.
Identify operational trends or recurring issues and proactively suggest improvements to processes or workflows.
Escalate complex or high-risk cases to senior team members with clear context and recommended next steps.
Collaborate within the Rider Services Centre to support cross-functional teams on an ad hoc basis and contribute to a high-performance environment.

Requirements

What you’ll need

Demonstrated experience in an email or chat-based Customer Service, Operations, or marketplace environment.
Excellent communication skills with high proficiency in written and spoken English, paired with the ability to clearly explain complex decisions.
Strong adaptability and decision-making skills, with comfort navigating ambiguous information across different case types.
Analytical mindset with proficiency in managing data and familiarity with Excel or Google Sheets.
Proven ability to work collaboratively in a fast-changing environment with ambitious targets while maintaining a detail-oriented approach.
Full schedule flexibility to work from our Manchester office, including regular weekend days and Bank Holiday coverage.
Bonus points for: Proficiency in a second language (French, Italian, or Dutch), or experience with Zendesk, Salesforce, payment queries, or insurance casework.

Benefits

Comp & perks

Make a visible impact every day: Your work directly improves outcomes for customers, riders and restaurant partners.
Grow through ownership: Take responsibility for complex cases and help shape improvements to how we operate.
Develop deep operational expertise: Work across teams and markets to build strong regulatory and service knowledge.
Deliver together in an inclusive culture: Collaborative, values-driven teams that support how you work best.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Data ManagementDecision-MakingProcess ImprovementEmail CommunicationChat-Based Support

Soft Skills

AdaptabilityDetail-OrientedEmpathyCollaboration