Commercial Merchant Support Agent

Descripción del puesto

Commercial Merchant Support Agent - UKIE Location: Manchester Working pattern: Hybrid (3 days in-office) | 37.5 hours per week | Rotational shift pattern may include weekends and public holidays (09:00 - 17:30 - flexible shift start time available). Join us in our mission to transform the way people shop and eat, where impact, innovation, and growth drives everything we do. Our Commercial Merchant Support team supports Deliveroo’s restaurant and grocery merchants by delivering efficient and empathetic service with 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 Commercial Merchant Support Agent to join our Merchant Support team. In this role, you’ll help us deliver fair, timely and high-quality resolutions for our Merchants. You will work primarily with internal account managers, but will occasionally offer direct support to representatives from key merchant accounts. What You’ll Be Doing You’ll be joining the Merchant Support team, working at the forefront of complex and high-impact cases involving our largest restaurant and grocery merchants. Here’s what your day-to-day might look like: Own complex partner resolutions: Manage high-impact queries and escalations from account managers who support our largest restaurant and grocery accounts with an obsessive focus on service excellence. Navigate multi-channel support: Solve intricate issues primarily through non-live channels, utilising phone calls and written correspondence based on account manager/ merchant preference. Deliver end-to-end case management: Independently seek out the best resolutions for complex requirements while keeping account managers and other stakeholders updated throughout the process. Champion the Merchant experience: