Escalations Care Agent – Italian
Job Type: Full‑Time
Shift Pattern: Rotational: 9AM–7:30PM, 10:30AM–9PM, 12:30PM–11PM
Hybrid Role: Attendance in office required (~3 days per week)
Language Requirements: English + Arabic/Italian/French preferred
About the Team
The Marketplace Support and Service Excellence Team manages Deliveroo’s global customer care operations, overseeing Workforce Planning, Performance & Strategy, Care Excellence, and Care Operations across live and non‑live support.
About the Role
As a Senior Agent in Global Escalations, you manage complex, high‑priority customer complaints, ensuring fair, timely resolutions while complying with industry regulations and company policies. You liaise with internal teams, external stakeholders, and regulatory bodies to investigate and resolve disputes. Your focus on root‑cause analysis drives process improvements.
Responsibilities
* Act as escalation point for critical issues and maintain compliance with regulations.
* Liaise with internal teams, external stakeholders, and regulatory bodies.
* Investigate and resolve disputes effectively.
* Conduct root‑cause analysis to identify trends and suggest process improvements.
* Manage multiple cases simultaneously under pressure.
Experience & Knowledge
* Proven experience in escalation or senior complaints handling, ideally within a regulated industry.
* Strong understanding of complaint resolution processes and best practices.
* Familiarity with regulatory requirements and industry standards (FCA, FOS, GDPR, or equivalent).
* Experience handling complex and high‑risk cases, including references to ombudsman services or legal teams.
* Ability to perform root‑cause analysis and drive process improvements.
Skills & Abilities
* Excellent written and verbal communication, drafting clear, professional, empathetic responses.
* Strong problem‑solving and analytical skills.
* Negotiation and conflict‑resolution abilities.
* Efficient case management using CRM systems.
* Attention to detail; accurate, compliant documentation.
Personal Attributes
* Customer‑focused, resilient, adaptable, proactive, solution‑oriented.
* Team player, ethical, compliant.
Desirable Criteria
* Experience in ombudsman or legal escalations.
* Knowledge of alternative dispute resolution (ADR) processes.
* Formal qualifications in Customer Service, Compliance, or Dispute Resolution.
* Coaching or mentoring junior team members.
Why Deliveroo
Deliveroo’s mission is to transform how people shop and eat, connecting consumers, restaurants, shops, and riders to make access convenient and enjoyable. We move fast, value autonomy, and encourage innovative ideas.
Workplace & Benefits
Benefits vary by country but include healthcare, well‑being, parental leave, pensions, generous annual leave, and charitable time off.
Diversity and Inclusion
Deliveroo values diversity and welcomes applicants regardless of gender, race, sexuality, religion, or other attributes. We commit to equity, inclusion, and reasonable adjustments for those who need them.
Seniority Level
Mid‑Senior level
Employment Type
Full‑time
#J-18808-Ljbffr