Customer Service Agent (Italian Speaking) - Inbound B2B

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).

Start Date: 6th July 2026

Compensation: £27,700 base salary + quarterly bonus

Responsibilities

• Handle inbound calls and live chat contacts for restaurant and grocery partners.
• Own complex partner resolutions with an obsessive focus on service excellence for the Italian market.
• Champion the Merchant experience and 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.
• Promote value add initiatives such as launching ads to improve merchant success on the platform.

Qualifications

• Proven ability to work independently, handling a high volume workload and driving tasks to a favourable outcome autonomously.
• Strong solution based mindset - organised 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 - always looking for ideas to improve the commercial return of Deliveroo Merchants.
• Operational curiosity - keen eye for detail and 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.

Benefits

• 25 days holiday + bank holidays 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.
• Funded single cover healthcare on core plan with option to add family members at own cost.
• On site gym (HQ) and discounted external gym membership.
• Access to wellbeing apps such as LesMills+, Strava, Headspace, and Yogaia via GymPass.
• Discounted dental insurance and other flexible benefits such as critical illness cover, partner life cover, travel insurance, health assessments, and life assurance.
• 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 for travel.
• Excellent learning and development opportunities, including access to RooLearn platform.
• Regular Employee Resource Group (ERG) led social events such as dinners, dance lessons, and in office yoga sessions.

Compensation Details

• Competitive pay based on role and location.
• Eligibility for annual cash bonus, sign on bonus, or relocation support depending on role.
• Up to 5% matched pension contributions.

Equity

• Some roles may be eligible for share awards, giving ownership in Deliveroo.

Food

• Free Deliveroo Plus with free delivery and access to special offers.
• Team lunches from local restaurants.

Time Away

• 25 days annual leave plus bank holidays, increasing with length of service.
• One day of paid leave per year to volunteer with a registered charity.

Diversity, Equity and Inclusion

Deliveroo is committed to fostering an inclusive environment where everyone can do their best work and belong. We welcome candidates from all backgrounds and provide reasonable adjustments during the recruitment process where needed.