Senior Support Resilience Representative

Deliveroo

Senior Support Resilience Representative in Manchester handling complex and high-impact cases across Insurance, Reviews, and Payments functions. Mentoring juniors and driving operational improvements.

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

About the role

Key responsibilities & impact

Deliver multi-functional surge support by seamlessly flexing across Insurance validations, Reviews, and Payments queries based on real-time marketplace demand.
Resolve complex, escalated rider cases via email, applying sound judgment to make fair, well-reasoned decisions in line with internal policies.
Mentor and support junior representatives, providing day-to-day guidance on advanced cases to accelerate their growth and development.
Drive operational continuous improvement by identifying recurring trends, updating training materials, and feeding insights back to the Team Lead.
Own performance against core targets, consistently meeting defined SLA, productivity, and quality benchmarks across all three major workflows.
Collaborate with internal stakeholders and support cross-functional teams within the Rider Services Centre on an ad hoc basis to ensure alignment.

Requirements

What you’ll need

Proven experience in an email or chat-based Customer Service, Operations, or marketplace environment.
Strong multilingual capability, with professional proficiency in written and spoken English, plus fluency in French, Italian, or Dutch.
Demonstrated ability to mentor others, with a collaborative mindset and an eagerness to help junior team members develop.
High adaptability and strong problem-solving skills, with a track record of making fair, independent decisions across diverse and complex case types.
Data curiosity and analytical skills, including a comfortable working knowledge of Excel or Google Sheets to identify trends.
Excellent organizational and communication skills, allowing you to prioritize high-volume workloads in a fast-paced environment.
Operational flexibility, with the absolute commitment to working a schedule that includes regular weekend days and Bank Holiday coverage from our Manchester office.
*Bonus points for:* Experience with Zendesk/Salesforce, or background handling payment and insurance-related 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

Email CommunicationChat SupportData AnalysisExcelGoogle Sheets

Soft Skills

Problem-SolvingOrganizational SkillsCollaborationAdaptabilityCommunication