Complaints Handler in Cardiff

Your role at Veezu: As a Passenger Experience Executive, you will drive the resolution of complaints and uphold the Company brand by providing exceptional customer service. You will ensure that all complaints are acknowledged in a timely manner, keeping customers informed throughout the resolution process.

Please note: this is a part-time position at 16 hours per week. We are trying to fill gaps Mon 09:00–15:00 / Wed & Fri 09:00–14:00.

Who are Veezu? Veezu is the UK's fastest growing taxi and private hire technology business operating across hundreds of UK towns and cities. We are a tech-driven on-demand mobility service that supports our hyper-local communities, helping them thrive and so much more!

What you’ll do:

• Deliver a high level of customer service, including the careful management of service user expectations.
• Ensure all complaints are acknowledged and resolved efficiently and in a timely manner.
• Ensure service users are kept informed throughout the complaints process, as necessary.
• Conduct full and thorough investigations into any complaints raised.
• Work collaboratively with the team to report on complaints and provide feedback on trends and patterns of complaints.
• Continually suggest areas of improvement to reduce complaints and to improve the passenger experience.
• Escalate higher level complaints to senior management, as necessary.
• Maintain strong lines of communication with service users and other parties as appropriate, using various channels of communication (i.e., written, telephonic and verbal).
• Work collaboratively with third parties and other departments to source further information and provide a consistently high level of accuracy and attention to detail when investigating complaints.
• Ensure records are up to date and maintained at all times.
• Ensure fair treatment of customers, passengers, Driver Partners and colleagues and act in a professional manner at all times.
• Follow information security policies and procedures.
• Ensure legal and contractual compliance.
• Maintain regular consistent and professional attendance, punctuality, personal appearance, and adherence to relevant health & safety procedures.
• Ensure completion of all mandatory training.
• 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).
• Maintain information security to a recognised required standard in line with business needs.
• Be committed to maintaining our ISO27001 certification and set high standards for Information Security compliance.

What you’ll need:

• Excellent customer service skills, with strong written and verbal communication.
• Highly organised and self-motivated.
• Numerate with strong analytical skills and attention to detail.
• Ability to work individually or as part of a team.
• Willingness to develop within the role.
• The ability to prioritise workload and multi-task when required.
• Confident using Microsoft Office suite.

Where you’ll be: The role is flexible on location with a requirement to attend meetings at Veezu office locations across the country as needed. Veezu is committed to fair and inclusive recruitment, welcoming applications from all backgrounds, experiences, and communities.