Contact Centre Representative in Cardiff

Your role at Veezu: As a Dispatcher in our Journey Booking Centre, you will work in partnership with Driver Partners and our external JBC Partners to ensure bookings are dispatched efficiently so that passengers are transported on time. You will maximise Driver Partner completion rates through efficient management of the dispatch of inbound bookings and good communication with Driver Partners. Reporting into the Team Manager or JBC Manager, your role will involve optimising Driver Partner and resource capacity, helping our Off‑Shore Booking Agents to keep our Passengers updated and giving the Driver Partners a great experience. Please note the rota for this role is 3 days on, 3 days off 6am - 6pm.

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:

• QUALITY DELIVERY AND CONTINUOUS IMPROVEMENT
• Develop 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 COMPLIANCE

• Ensure 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.
• Strong computer skills, including using multiple software platforms collaboratively.
• 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 Cardiff office.

Veezu is committed to fair and inclusive recruitment, welcoming applications from all backgrounds, experiences, and communities.