At a Glance
- Tasks: As a Dispatcher, you'll manage bookings and ensure timely rides for passengers.
- Company: Join Veezu, the UK's fastest-growing taxi tech platform, supporting local communities.
- Benefits: Enjoy flexible shifts, competitive pay, and opportunities for personal development.
- Other info: Work in a vibrant Portsmouth office with a supportive team culture.
- Why this job: Be part of a dynamic team that values community and innovation in transport.
- Qualifications: Excellent communication skills and a passion for customer service are essential.
The predicted salary is between 24000 - 36000 £ per year.
Dispatcher
Location
Portsmouth
Employment Type
Full time
Location Type
On-site
Department
Customer Support
What you’ll do:
Quality Delivery and Continuous ImprovementDevelop a deep knowledge and understanding of the local Driver Partner community – their needs, concerns and behaviours – become someone that they trust.
Take responsibility for understanding, meeting and exceeding your objectives and set KPIs.
Allocate and dispatch journeys on the Dispatch booking system, communicating positively, politely, professionally and precisely with Driver Partners via the messaging service/telephone as and when required.
Manage passenger demand to ensure bookings run on time and use the zone controller tool and wait time wallboard (if applicable) effectively. Feedback any delays to Offshore Booking as required.
Arrange bookings for walk-in passengers where applicable at regional hubs.
Liaise with off-shore partners in respect of handling passenger queries and bookings.
Respond to Driver Partner alerts and Driver Partner queries via the telephone and / or Dispatch driver chat in a timely, courteous and professional manner.
Assist Driver Partners with complex queries or directing them to the Driver Partner portal and / or messaging service.
Demonstrate excellence in the handling of passenger bookings, mainly related to our high value and commercial account journeys and passenger care queries.
Ensure specific or set instructions for account customer journey bookings are communicated and processed accordingly.
Ensure service delivery to commercial account customers is efficient and well managed at all times.
Ensure transferring of calls is kept to a minimum and avoid blind transferring at all times.
Utilise Slack channels, Dispatch messaging and any other relevant internal communication channels throughout your shift to receive any relevant business and / or operational updates.
Liaise with other departments such as Veezu Commercial, Veezu IT to ensure issues are resolved efficiently and within agreed SLAs.
Identify opportunities to reduce unnecessary contact, improve policies and processes, increase sales and/ or improve the passenger experience and feed these into your Team Manager.
Seek to support passengers, account customers and Driver Partners to self-serve wherever possible.
Process all cash, card, account, and app bookings in accordance with company procedures.
Encourage the use of AirPay / use of a Driver Partner’s in-car payment machine to reduce call time wherever possible.
Manage and keep the zone controller accurate (if applicable) and up to date throughout the shift so that the right information can be provided to Passengers and bookings can be optimised.
Self-development and complianceEnsure completion of all mandatory training.
Manage your own self-development to improve knowledge.
Proactively prepare for 1:1 meetings and appraisals with Team Manager or JBC Manager.
Understand and embody the Veezu values.
Constructively challenge, question, seek to improve, evolve and be kind.
Contribute to a strong community spirit.
Be objective, fair, ethical, and consistent.
Ensure fair treatment of customers, passengers, Driver Partners and colleagues and act in a professional manner at all times.
Ensure legal and contractual compliance.
Maintain regular consistent and professional attendance, punctuality, personal appearance, and adherence to relevant health & safety procedures.
Be willing to support other business areas as needed.
Adhere to company policies and procedures.
Ensure that customer, passenger, Driver Partner and colleagues’ information is safeguarded at all times, in line with the General Data Protection Regulation (GDPR).
Be committed to maintaining our ISO27001 certification and set high standards for Information Security compliance.
Maintain information security to a recognised required standard in line with business needs.
What you’ll need:
Ability to deliver excellent customer service.
Confidence in speaking to people on the phone.
Excellent listening and communication skills.
Professional and committed.
Ability to deal with challenging customer service situations.
Ability to work in a fast-paced environment.
Ability to multitask and work under pressure.
Ability to work independently and as part of a team.
Flexibility to work outside of standard working hours.
Excellent accuracy and attention to detail.
Where you’ll be:
This role will be based out of our Portsmouth office.
Veezu is committed to fair and inclusive recruitment, welcoming applications from all backgrounds, experiences, and communities.
Dispatcher in Portsmouth employer: Veezu Group
At Veezu, we pride ourselves on being a dynamic and supportive employer, offering a vibrant work culture that values collaboration and innovation. As a Dispatcher in our Portsmouth office, you'll enjoy a flexible shift pattern of 3 days on, 3 days off, allowing for a healthy work-life balance, while also benefiting from continuous professional development opportunities and a commitment to inclusivity. Join us in shaping the future of local transport and be part of a team that truly cares about its Driver Partners and passengers alike.
StudySmarter Expert Advice🤫
We think this is how you could land Dispatcher in Portsmouth
✨Tip Number 1
Familiarise yourself with the local area and the specific needs of Driver Partners in Portsmouth. Understanding their concerns and behaviours will help you build trust and rapport, which is crucial for a Dispatcher role.
✨Tip Number 2
Practice your communication skills, especially over the phone. As a Dispatcher, you'll need to convey information clearly and professionally, so consider role-playing scenarios with friends or family to enhance your confidence.
✨Tip Number 3
Get comfortable with using dispatch systems and tools. Familiarity with technology will not only make you more efficient but also demonstrate your readiness to adapt to Veezu's tech-driven environment.
✨Tip Number 4
Show your commitment to customer service by preparing examples of how you've handled challenging situations in the past. This will highlight your problem-solving skills and ability to remain calm under pressure, both essential for this role.
We think you need these skills to ace Dispatcher in Portsmouth
Some tips for your application 🫡
Understand the Role:Before applying, make sure you fully understand the responsibilities of a Dispatcher at Veezu. Highlight your relevant experience in customer service and communication skills in your application.
Tailor Your CV:Customise your CV to reflect the skills and experiences that align with the job description. Emphasise your ability to work in a fast-paced environment and your experience in managing bookings or similar tasks.
Craft a Strong Cover Letter:Write a compelling cover letter that showcases your passion for the role and the company. Mention specific examples of how you've successfully handled customer service situations or worked with teams to improve processes.
Proofread Your Application:Before submitting, carefully proofread your application materials. Check for any spelling or grammatical errors, as well as ensuring that all information is accurate and complete.
How to prepare for a job interview at Veezu Group
✨Know the Company Inside Out
Before your interview, make sure you research Veezu thoroughly. Understand their mission, values, and the services they provide. This will not only help you answer questions more effectively but also show your genuine interest in the company.
✨Demonstrate Your Communication Skills
As a Dispatcher, communication is key. Be prepared to showcase your ability to communicate clearly and professionally. Practice answering questions in a concise manner and consider how you would handle difficult customer service situations.
✨Showcase Your Problem-Solving Abilities
Think of examples from your past experiences where you've successfully resolved issues or improved processes. Highlighting your problem-solving skills will demonstrate your capability to manage the fast-paced environment of dispatching effectively.
✨Prepare Questions for Your Interviewers
Having thoughtful questions ready shows that you're engaged and interested in the role. Ask about the team dynamics, the tools used for dispatching, or how success is measured in the position. This can also help you determine if the company culture is a good fit for you.
