Deliveroo
All Cost Centers
RiderSupportRepresentative
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Rider Support Representative at Deliveroo. Skills: Customer service, Communication, Problem-solving. Investigate and resolve complex rider queries. Conduct objective reviews of Supplier Agreement terminations”
What You'll Achieve.
Deliver fair, consistent outcomes; Ensure decisions are highly accurate; Meet defined service level agreements; Meet productivity targets; Maintain rigorous focus on data accuracy and quality; Continuously improve and standardise rider support experience
Industry & Context.
Problem-solving agility; Resourceful choices
Weekend shift coverage, Bank Holiday shift coverage
What They're Looking For.
Must Have
Proven experience in an email or chat-based customer service environment, Excellent communication skills, Full proficiency in written and spoken English, Analytical capability, Comfort navigating data, Demonstrated problem-solving agility, Proven ability to make fair, resourceful choices, Exceptional organizational and prioritization skills, Track record of meeting tight KPIs, Flexibility to work a weekend schedule, Providing Bank Holiday coverage
Nice to Have
Fluency in French, Italian, or Dutch, Experience using CRM platforms like Zendesk
What You'll Do.
Investigate and resolve complex rider queries
Conduct objective reviews of Supplier Agreement terminations
high-quality written communication
Meet defined service level agreements
Meet productivity targets
Partner with cross-functional teams
Adapt to changing business needs
Support ad hoc operational initiatives
How You'll Work.
Team & Collaboration
Collaborating with internal teams; Collaborating with external stakeholders; Partner with cross-functional teams
Communication Scope
Written communication; Spoken English
Full Job Description
RIDER SERVICES REPRESENTATIVE Location: Manchester, UK Working pattern: Hybrid (including weekend and Bank Holiday shift coverage) Languages: English (required); French, Italian, or Dutch (highly desirable) Join us in our mission to transform the way people shop and eat, where impact, innovation, and growth drives everything we do. Our Rider Services Centre team supports Deliveroo’s riders —delivering thoughtful, efficient, and empathetic service at every interaction. Whether solving live issues, building proactive support experiences, or driving continuous improvement through data and insights, we are champions of service excellence across our entire marketplace. If you care deeply about people and love making things better—this is the place for you. WHAT YOU’LL BE DOING We’re looking for a Rider Services Specialist to join our Rider Services Center team, working at the forefront of complex and high-impact cases to help riders get out on the road and support them once they're there. Here’s what your day-to-day might look like: - Investigate and resolve complex rider queries by collaborating with internal teams and external stakeholders to deliver fair, consistent outcomes. - Conduct objective reviews of Supplier Agreement terminations, ensuring all decisions are highly accurate, fair, and well-documented. - Deliver empathetic, high-quality written communication to riders via email, translating complex operational decisions into clear responses. - Meet defined service level agreements (SLAs) and productivity targets while maintaining a rigorous focus on data accuracy and quality. - Partner with cross-functional teams across the Rider Services Center to continuously improve and standardise the rider support experience. - Adapt to changing business needs by supporting ad hoc operational initiatives and projects across the wider department. WHAT YOU’LL NEED TO THRIVE Our ideal candidate will bring strong expertise in some of these areas and curiosity to grow in others:
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