CUSTOMER SERVICE AGENT (ITALIAN SPEAKING) - INBOUND B2B

Location: Manchester

Working pattern: Hybrid (3 days in-office) | 40 hours per week | Rotational shift pattern including weekends and public holidays

(09:00 - 19.00).

Join us in our mission to transform the way people shop and eat, where impact, innovation, and growth drives everything we do. Our

Merchant Support team supports Deliveroo’s restaurant and grocery 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 Service Agent to join our Merchant Excellence team. In this role, you’ll help us deliver fair, timely

and high-quality resolutions for our Merchants.

Start Date - 6th July 2026

Compensation - £27,700 base salary + quarterly bonus

What You’ll Be Doing

You’ll be joining the Merchant Service team, handling both Inbound and Live chat contacts for our restaurant and grocery partners.

Here’s what your day-to-day might look like:

Own complex partner resolutions: Handling inbound calls from our Merchants with an obsessive focus on service excellence for

the Italian market.

Champion the Merchant experience: Act as the face of the Merchant excellence team, ensuring every interaction is

detail-oriented and resolution-focused to achieve best in class CSAT scores.

Help our Merchants succeed - Promote value add initiatives such as launching ads to improve the merchants success on the

platform.

What You’ll Need to Thrive

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

Proven ability to work independently: Comfortable managing a high-volume workload and driving tasks to a favorable outcome

autonomously.

Strong solution-based mindset: An organized and driven approach to problem-solving in a fast-paced environment.

Exceptional communication skills: Fluent in Italian and English with the ability to handle sensitive cases with empathy and

professional clarity.

Commercial mindset: Come to each interaction with an idea how to help and improve the commercial return of Deliveroo Merchants.

Operational curiosity: A keen eye for detail and a desire to understand the mechanics of a complex, three-sided marketplace.

Technical aptitude: Familiarity with CRM systems, telephony platforms, or knowledge bases is a plus.

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.

Benefits: * 25 days holiday + bank holidays (depending on department commitments) and "Time off for Charity" days.

Subsidised health, dental, and life insurance.

Deliveroo Plus subscription and company-paid team meals.

Online learning courses from global universities and gym discounts.

Cycle to work scheme and pension contributions.

Our Global Structure

Deliveroo is 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 fro

Role

Customer Service Agent (Italian Speaking) - Inbound B2B

Locations

Manchester - Main

Published

June 12

Deadline

August 17

Tags for this job

Rust

Similar Jobs

New Partner Experience Team Lead - French Market

Deliveroo

Manchester - Main•Posted: Jul 3•Deadline: Aug 17

New Partner Experience Team Lead - French Market As a New Partner Experience Team leader you will manage a team of New Partner Experience agents, working to get new restaurants running on Deliveroo within France, and growing their order volume over the first 8 weeks on the platform. You will work as part of the SMB (Small & Medium Business) team in Manchester, reporting to the Head of New Partner Experience and will work in the Manchester office on a hybrid basis. Hours of work will be Monday to Friday, 9am-5:30pm. This is a hybrid role, working in the Manchester office 3 days a week. Responsibilities (your team) * Responsible for the daily oversight of a team of New Partner Experience Agents * Main activities to include coaching the team to develop skills, oversight of team behaviour and attendance, providing reporting on results, and developing and refining important onboarding processes, to ensure restaurants are set up for success * Work together with other Team Leads * Report on performance & putting action plans in place to drive improved performance. * Ensure your team hit agreed goals, establishing a performance management framework for your team * Ensure restaurants are comfortable with our systems so that they can make the most of their new partnership Required skills (your role) * Fluent or Native in English and in French * 2+ years management experience * Experience in account management or customer service desirable * Ability to work to targets and a get up and go attitude Workplace & Diversity At Deliveroo we know that people are the heart of the business and we prioritise 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 judgement 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.

New Partner Experience Team Lead - Belgium Market (12 months FTC)

Deliveroo

Manchester - Main•Posted: Jun 26•Deadline: Aug 17

New Partner Experience Team Lead - Belgium Market (12 months FTC) As a New Partner Experience Team leader you will manage a team of New Partner Experience agents, working to get new restaurants running on Deliveroo within Belgium, and growing their order volume over the first 8 weeks on the platform. You will work as part of the SMB (Small & Medium Business) team in Manchester, reporting to the Head of New Partner Experience and will work in the Manchester office on a hybrid basis. Hours of work will be Monday to Friday, 9am-5:30pm. This is a hybrid role, working in the Manchester office 3 days a week. Responsibilities (your team) * Responsible for the daily oversight of a team of New Partner Experience Agents * Main activities to include coaching the team to develop skills, oversight of team behaviour and attendance, providing reporting on results, and developing and refining important onboarding processes, to ensure restaurants are set up for success * Work together with other Team Leads * Report on performance & putting action plans in place to drive improved performance. * Ensure your team hit agreed goals, establishing a performance management framework for your team * Ensure restaurants are comfortable with our systems so that they can make the most of their new partnership Required skills (your role) * 2+ years management experience * Experience in account management or customer service desirable * Ability to work to targets and a get up and go attitude Workplace & Diversity At Deliveroo we know that people are the heart of the business and we prioritise 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 judgement 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.

New Partner Experience Team Lead - Belgium Market (12 months FTC) - Dutch Speaking

Deliveroo

Manchester - Main•Posted: Jun 26•Deadline: Aug 17

New Partner Experience Team Lead - Belgium Market (12 months FTC) - Dutch Speaking As a New Partner Experience Team leader you will manage a team of New Partner Experience agents, working to get new restaurants running on Deliveroo within Belgium, and growing their order volume over the first 8 weeks on the platform. You will work as part of the SMB (Small & Medium Business) team in Manchester, reporting to the Head of New Partner Experience and will work in the Manchester office on a hybrid basis. Hours of work will be Monday to Friday, 9am-5:30pm. This is a hybrid role, working in the Manchester office 3 days a week. Responsibilities (your team) * Responsible for the daily oversight of a team of New Partner Experience Agents * Main activities to include coaching the team to develop skills, oversight of team behaviour and attendance, providing reporting on results, and developing and refining important onboarding processes, to ensure restaurants are set up for success * Work together with other Team Leads * Report on performance & putting action plans in place to drive improved performance. * Ensure your team hit agreed goals, establishing a performance management framework for your team * Ensure restaurants are comfortable with our systems so that they can make the most of their new partnership Required skills (your role) * Fluent in English and in Dutch/Flemish is required for this role * 2+ years management experience * Experience in account management or customer service desirable * Ability to work to targets and a get up and go attitude Workplace & Diversity At Deliveroo we know that people are the heart of the business and we prioritise 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 judgement 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.