Dispatcher

Overview

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, you will optimise Driver Partner and resource capacity, help our Off-Shore Booking Agents keep Passengers updated, and provide Driver Partners with a great experience. The rota for this role is 3 days on, 3 days off, 6am – 6pm.

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 they trust.
• Take responsibility for understanding, meeting and exceeding objectives and setting KPIs.
• Allocate and dispatch journeys on the Dispatch booking system, communicating positively, politely, professionally and precisely with Driver Partners via messaging or telephone as 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 regarding handling passenger queries and bookings.
• Respond to Driver Partner alerts and queries in a timely, courteous and professional manner via telephone or Dispatch driver chat.
• Assist Driver Partners with complex queries or directing them to the Driver Partner portal and/or messaging service.
• Demonstrate excellence in handling passenger bookings, especially for 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.
• Minimise call transfers and avoid blind transfers at all times.
• Utilise Slack channels, Dispatch messaging and other internal channels to receive relevant updates during the shift.
• Liaise with other departments such as Veezu Commercial and Veezu IT to resolve issues within agreed SLAs.
• Identify opportunities to reduce unnecessary contact, improve policies/processes, increase sales and/or improve the passenger experience and feedback to your Team Manager.
• 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 or a Driver Partner’s in-car payment machine to reduce call time where possible.
• Keep the zone controller accurate and up to date so 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.
• 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 professionally at all times.
• Ensure legal and contractual compliance.
• Maintain regular, consistent and professional attendance, punctuality, appearance, and adherence to relevant health & safety procedures.
• Be willing to support other business areas as needed.
• Adhere to company policies and procedures.
• Ensure customer, passenger, Driver Partner and colleague information is safeguarded at all times, in line with GDPR.
• Commit to maintaining ISO27001 certification and uphold information security standards.
• Maintain information security to a recognised 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.