Senior Global Escalations Agent – English & French (Hybrid)

Deliveroo; Manchester; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A leading technology-driven food delivery company is seeking a Senior Agent for their Global Escalations team in Manchester. This role involves managing complex customer complaints and ensuring timely resolutions. The ideal candidate has strong communication skills and experience in escalations within a regulated environment. Join us in delivering exceptional customer experiences and contribute to ongoing process improvements. Responsibilities include liaising with internal teams and investigating disputes while maintaining compliance.

Benefits

Healthcare benefits

Generous annual leave

Flexible work environment

Qualifications

• Proven experience in an escalation or senior complaints handling role.
• Strong understanding of complaint resolution processes.
• Ability to conduct root cause analysis to identify trends.

Responsibilities

• Manage and resolve complex customer complaints.
• Liaise with internal teams and regulatory bodies.
• Identify trends in escalations for process enhancements.

Skills

Excellent communication skills

Strong problem-solving skills

Negotiation and conflict resolution

Attention to detail

Ability to manage multiple cases

Tools

CRM systems

Job description

A leading technology-driven food delivery company is seeking a Senior Agent for their Global Escalations team in Manchester. This role involves managing complex customer complaints and ensuring timely resolutions. The ideal candidate has strong communication skills and experience in escalations within a regulated environment. Join us in delivering exceptional customer experiences and contribute to ongoing process improvements. Responsibilities include liaising with internal teams and investigating disputes while maintaining compliance.