Customer Support Agent

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

Job summary

A leading food delivery service in Manchester is seeking a French Customer Care Agent. In this pivotal role, you will manage complex customer complaints, work on high-impact cases, and provide empathetic support across our marketplace. Candidates should have significant experience in handling escalations, be fluent in both English and French, and possess strong conflict resolution skills. Join a fast-paced team dedicated to service excellence with a focus on innovation and customer satisfaction.

Benefits

Competitive salary

Free Deliveroo Plus

On-site gym

Excellent learning and development opportunities

25 days annual leave plus bank holidays

Qualifications

• Significant experience in escalation or senior complaints handling.
• Strong understanding of regulatory frameworks like GDPR.
• Proven ability to make well-reasoned decisions on high-stakes cases.

Responsibilities

• Lead the resolution of high-priority complaints.
• Investigate and solve disputes with internal stakeholders.
• Conduct root cause analysis on escalation trends.

Skills

Fluency in English

Fluency in French

Conflict resolution

Analytical skills

Negotiation skills

Job description

French Customer Care Agent

Location: Manchester

Working pattern: Hybrid (approx. 3 days per week in-office) | Rotational shifts: 9AM–7:30PM, 10:30AM–9PM, or 12:30PM–11PM

Languages: English and French

Join us in our mission to transform the way people shop and eat, where impact, innovation, and growth drives everything we do. Our Customer Care team supports Deliveroo’s customers, riders, and restaurant partners—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.

We’re looking for a Customer Care Agent to join our Marketplace Support & Service Excellence team. In this role, you’ll help us deliver fair, timely and high-quality resolutions across our three-sided marketplace — supporting customers, riders and partners when it matters most.

What You’ll Be Doing

You’ll be joining the Global Escalations team, working at the forefront of complex and high-impact cases. Here’s what your day-to-day might look like:

Lead the resolution of high-priority complaints, managing complex and high-risk cases including those referred to legal teams or ombudsman services.

Investigate and solve disputes by liaising with internal stakeholders and regulatory bodies to ensure outcomes are fair, compliant, and timely.

Conduct root cause analysis on escalation trends to identify systemic issues and drive continuous process improvements.

Draft professional, empathetic, and accurate correspondence that meets strict regulatory standards (e.g., GDPR, FCA) and maintains brand trust.

Manage end-to-end case documentation using CRM systems to ensure every interaction is tracked, reported, and legally sound.

Mentor and coach junior team members, sharing expertise on dispute resolution and best practices to uplift the wider team’s capability.

What You’ll Need to Thrive

Our ideal candidate will bring strong expertise in some of these areas and curiosity to grow in others:

Significant experience in escalation or senior complaints handling, preferably within a regulated industry or fast-paced marketplace.

Fluency in both English and French, with the ability to handle complex negotiations and written responses in both languages.

Proven ability to make well-reasoned decisions on high-stakes cases, balancing customer empathy with business policy and regulatory requirements.

Strong analytical skills with a track record of using data to identify trends and suggest operational enhancements.

Excellent conflict resolution and negotiation skills, remaining resilient and professional during challenging or sensitive conversations.

Strong understanding of regulatory frameworks such as GDPR or industry-specific ombudsman standards.

Why Join Us?

At Deliveroo, customer care is central to how we build trust across our marketplace. You’ll work in a fast-paced, global environment where service excellence drives real impact.

🔧 Make a visible impact every day – Your work directly improves outcomes for customers, riders and restaurant partners.

🌱 Grow through ownership – Take responsibility for complex cases and help shape improvements to how we operate.

🧠 Develop deep operational expertise – Work across teams and markets to build strong regulatory and service knowledge.

🌎 Deliver together in an inclusive culture – Collaborative, values-driven teams that support how you work best.

We aim to create a fair process that lets your skills shine — our interview typically includes 3–4 stages. Learn more about how we hire here.

Our Global Structure

Deliveroo is now part of DoorDash, bringing together teams with even greater reach, scale, and ambition. Depending on your role, you may collaborate with teammates, systems, and leaders across DoorDash and Wolt. Together, we’re unlocking new possibilities as one global team.

Diversity, Equity and Inclusion

At Deliveroo, we know that a great workplace reflects the world around us and that true diversity and inclusion make us stronger, more creative, and better at what we do. We’re committed to fostering an environment where everyone can do their best work and feel they belong.

We believe in equality of opportunity and welcome candidates from all backgrounds regardless of age, gender, ethnicity, disability, sexual orientation, gender identity, socio-economic background, religion, or belief.

If you have a disability or long-term health condition and need support to apply for one of our roles, or require any reasonable adjustments during the recruitment process, you’ll have the opportunity to let us know once you’ve submitted your application. We’ll share details on how to request support so we can ensure you have a fair and equitable experience.

If you’re excited about making a real impact in a fast-moving marketplace and growing your career alongside ambitious, supportive teams, we’d love to hear from you!

A competitive and comprehensive compensation and benefits package

Compensation

• We aim to pay every employee competitively for the role they are performing in their respective location
• Depending on role and location, some employees may be eligible for an annual cash bonus, sign-on bonus or relocation support
• Up to 5% matched pension contributions

Equity

• Some roles may be eligible for share awards, giving them ownership in Deliveroo and a share in our success

Food

• Free Deliveroo Plus: free delivery and access to special offers
• Team lunches from the best local restaurants

Time away

• 25 days annual leave plus bank holidays, increasing with length of time spent working at Deliveroo
• One day of paid leave per year to volunteer with a registered charity

Benefits

• Funded single cover healthcare on our core plan, with the option to add family members at own cost
• On-site gym (HQ), discounted external gym membership
• Access to wellbeing apps such as LesMills+, Strava, Headspace, Yogaia via GymPass
• Discounted dental insurance and a range of other flexible benefits, such as critical illness cover, partner life cover, travel insurance, health assessments
• Life assurance

Work Life

• Maternity, paternity and shared parental leave, eligible from day one of employment
• Excellent kit to enable working from home and a parent-friendly working culture
• Access to free mortgage advice
• Cycle to Work Scheme or Season Ticket Loans, depending how you wish to travel
• Excellent learning and development opportunities and access to RooLearn, our learning platform, packed with high-quality training and content
• Regular Employee Resource Group (ERG) led social events – examples include dinners, dance lessons and in-office yoga sessions