Global Escalations Leader — Drive Resolution & Impact

Deliveroo; Manchester; On-site; GBP 60,000 - 80,000; Full time

Job summary

A global food delivery service is seeking a Global Escalations Team Leader in Manchester to lead a high-performing team responsible for managing sensitive and high-risk escalations. The role involves resolving complex cases, collaborating with cross-functional teams, and driving process improvements. Ideal candidates will have proven experience in escalation management, strong leadership skills, and the ability to work under pressure. This role offers a unique opportunity to significantly impact customer outcomes in a fast-paced environment.

Benefits

Healthcare benefits

Generous annual leave

Parental leave

Pensions

Well-being support

Qualifications

• Proven experience leading escalation, risk, trust & safety, or customer operations teams in a global environment.
• Strong background handling complex, sensitive, or high-risk cases.
• Experience working cross-functionally with senior stakeholders.

Responsibilities

• Lead and develop a global escalations team, fostering accountability and continuous improvement.
• Own and resolve high-severity escalations, ensuring fair and documented resolutions.
• Partner with cross-functional teams to influence policy and drive improvements.

Skills

Judgement under pressure

Leadership and coaching

Communication skills

Analytical mindset

Cross-functional collaboration

Job description

A global food delivery service is seeking a Global Escalations Team Leader in Manchester to lead a high-performing team responsible for managing sensitive and high-risk escalations. The role involves resolving complex cases, collaborating with cross-functional teams, and driving process improvements. Ideal candidates will have proven experience in escalation management, strong leadership skills, and the ability to work under pressure. This role offers a unique opportunity to significantly impact customer outcomes in a fast-paced environment.