Senior Global Escalations Specialist - Hybrid Role

Deliveroo; Manchester; Hybrid; GBP 35,000 - 45,000; Full time

Job summary

A leading food delivery service is seeking a Senior Agent for its Global Escalations team in Manchester. This role involves managing complex customer complaints and ensuring fair resolutions while working closely with internal teams and external stakeholders. Candidates should have proven experience in handling escalated issues, strong communication skills, and a focus on continuous improvement. This is a hybrid role requiring office attendance roughly three days a week.

Benefits

Healthcare benefits

Generous annual leave

Parental leave

Qualifications

• Proven experience in an escalation or senior complaints handling role, ideally within a regulated industry.
• Strong understanding of complaint resolution processes and best practices.
• Experience in handling complex and high-risk cases.

Responsibilities

• Manage and resolve complex and high-priority customer complaints.
• Liaise with internal teams and external stakeholders to investigate disputes.
• Identify trends in escalations and contribute to process enhancements.

Skills

Excellent communication skills

Problem-solving and analytical skills

Negotiation and conflict resolution abilities

Attention to detail

Tools

CRM systems

Case management tools

Job description

A leading food delivery service is seeking a Senior Agent for its Global Escalations team in Manchester. This role involves managing complex customer complaints and ensuring fair resolutions while working closely with internal teams and external stakeholders. Candidates should have proven experience in handling escalated issues, strong communication skills, and a focus on continuous improvement. This is a hybrid role requiring office attendance roughly three days a week.