Key Responsibilities:Gain a thorough understanding of the local Driver Partner community, addressing their needs, concerns, and behaviors, and becoming a trusted point of contact. Take ownership of achieving and exceeding your set objectives and KPIs. Utilize the Dispatch booking system to allocate and dispatch journeys, maintaining positive, polite, and professional communication with Driver Partners via messaging and telephone. Manage passenger demand effectively to ensure timely bookings, utilizing tools such as the zone controller and wait time wallboard, while providing feedback on delays to Offshore Booking as necessary. Facilitate bookings for walk-in passengers at regional hubs when appropriate. Coordinate with offshore partners regarding passenger inquiries and bookings. Address Driver Partner alerts and queries promptly and courteously via telephone and Dispatch driver chat. Assist Driver Partners with complex inquiries or direct them to the Driver Partner portal and messaging service as needed. Exhibit excellence in managing passenger bookings, particularly for high-value and commercial account journeys, ensuring superior passenger care.
About the role
Veezu is looking for a Contact Centre Representative to join the Journey Booking Centre at the Cardiff HQ. This role focuses on coordinating bookings between passengers, Driver Partners, and external JBC Partners. The main goal: ensure bookings are dispatched smoothly so passengers arrive on time.
Main Responsibilities
Work closely with Driver Partners and JBC Partners to manage and dispatch bookings efficiently.
Monitor and optimize Driver Partner completion rates by handling incoming bookings with care and accuracy.
Communicate effectively with Driver Partners to support their work and resolve issues as they arise.
Support Off-Shore Booking Agents in keeping passengers updated about their journeys.
Help maximize resource capacity and contribute to a positive experience for Driver Partners.
Reporting Structure
This position reports directly to the Team Manager or JBC Manager.
Schedule
The shift pattern is 3 days on, then 3 days off, with working hours from 6am to 6pm.
About Veezu
Veezu is the UK's most rapidly expanding taxi and private hire technology company, operating in numerous towns and cities across the UK. We're a tech-driven, on-demand mobility service dedicated to supporting our hyper-local communities and helping them flourish.
Your role at Veezu:As a Senior Fullstack Engineer, you will be among the pioneering members of a newly established engineering team tasked with modernizing and enhancing Veezu’s technology infrastructure. Collaborating with a select group of seasoned engineers, you will have a direct impact on the design, architecture, and engineering culture of our systems.…
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