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Complaint Handler Generalist (12 month FTC)

Hybrid Role ( 2 days within Central London HQ Office)

Please note we are unable to offer visa sponsorship for this position*

Our Customer Care team's mission is to ensure our customers receive the highest quality of Care from anywhere across the globe where they might find themselves using Deliveroo, acting as an escalation point and support hub for Care related matters. As a Customer Care Operations Generalist, you'll be working on some of our most complex issues, providing our customers with the best possible outcome whilst taking both customer and the business interests into consideration. This position will report into the head of escalations.

Success in this role will require immense curiosity, a desire to problem solve and a customer first mindset. All this will help in making Deliveroo the definitive Food delivery company that everyone thinks of first.

What you'll be doing

• Reviewing and responding to customer queries using tools such as Zendesk and Amazon connect
• Managing internal escalations - via our Corporate Social Network channel in an efficient manner to guarantee customer satisfaction and brand loyalty with every enquiry
• Acting as an escalation point for any complex queries from our frontline Care teams and markets by either call, chat or Zendesk ticket
• Being an active team player to ensure the team meets their relevant targets
• Proactively create a presence within the workplace: acknowledging, responding and investigating any Customer Care feedback.
• Proactively escalating and communicating any issues to the Care team management
• Identifying opportunities for continuous improvement and policy refinement within the department and company
• Actively participating in team meetings, company activities and development opportunities

Requirements

• Strong written and spoken English (plus required language would be beneficial but not required)
• Willingness to take responsibility/ownership of each issue/task that you face
• Ability to react to day-to-day change in relation to tasks assigned to you
• Intrigued by complex situations rather than overwhelmed by them
• Rotational shift work including evenings & weekends.

Not mandatory, but an advantage: (applicants without these skills are still encouraged to apply)

• Additional language skills (Italian / Cantonese / Mandarin / Arabic) would be a benefit
• GDPR and payment related knowledge

Why Deliveroo?

Why Deliveroo? When you first think about Deliveroo, you probably think of getting great food to your house in less than half an hour. Awesome right? But behind the scenes is the real story. This story is one of high growth, huge challenges and an enormous opportunity ahead of us.

Benefits and Diversity

Pay: £23,000 - £24,000 and bonus + benefits

At Deliveroo we know that people are the heart of the business and we prioritize their welfare. We offer a wide range of great benefits in areas including health, family, finance, community, convenience, growth, time away and relocation.

We believe a great workplace is one that represents the world we live in and how beautifully diverse it can be. That means we have no judgment when it comes to any one of the things that make you who you are - your gender, race, sexuality, religion or a secret aversion to coriander. All you need is a passion for (most) food and a desire to be part of one of the fastest growing startups in an incredibly exciting space.