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- Tasks: As a Dispatcher, you'll manage bookings and ensure timely transport for passengers.
- Company: Veezu is the UK's fastest-growing taxi tech platform, enhancing local communities through mobility services.
- Benefits: Enjoy flexible shifts, a supportive team environment, and opportunities for personal development.
- Why this job: Join a dynamic team, make a real impact, and develop valuable skills in a fast-paced setting.
- Qualifications: Strong communication skills, customer service experience, and the ability to multitask are essential.
- Other info: This entry-level role is based in Leeds and welcomes applicants from all backgrounds.
The predicted salary is between 24000 - 36000 £ per year.
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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.
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.
Your Shift Patterns Would Be
12:00pm – 8:00pm – Friday and Sunday.
Who are Veezu?
Veezu is the UK\’s fastest growing taxi and private hire technology platform 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 Leeds office.
Veezu is committed to fair and inclusive recruitment, welcoming applications from all backgrounds, experiences, and communities.
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Dispatcher employer: Veezu
Contact Detail:
Veezu Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Dispatcher
✨Tip Number 1
Familiarise yourself with Veezu's operations and values. Understanding their commitment to customer service and community engagement will help you align your responses during interviews, showcasing that you're a good fit for their culture.
✨Tip Number 2
Brush up on your communication skills, especially over the phone. As a Dispatcher, you'll need to communicate effectively with Driver Partners and passengers, so practice clear and concise speaking to demonstrate your ability in this area.
✨Tip Number 3
Get comfortable with technology and multiple software platforms. Since the role involves using a Dispatch booking system and other tools, being tech-savvy will give you an edge and show that you can adapt quickly to their systems.
✨Tip Number 4
Prepare for situational questions that may arise during the interview. Think of examples from your past experiences where you've successfully handled challenging customer service situations, as this will highlight your problem-solving skills.
We think you need these skills to ace Dispatcher
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities of a Dispatcher at Veezu. Highlight your ability to manage bookings efficiently and communicate effectively with Driver Partners in your application.
Tailor Your CV: Customise your CV to reflect the skills and experiences that align with the job description. Emphasise your customer service experience, communication skills, and ability to work under pressure.
Craft a Strong Cover Letter: Write a compelling cover letter that showcases your enthusiasm for the role and the company. Mention specific examples of how your past experiences make you a great fit for the Dispatcher position.
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
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the Dispatcher role at Veezu. Familiarise yourself with the responsibilities, such as managing bookings and communicating with Driver Partners. This will help you answer questions confidently and demonstrate your genuine interest in the position.
✨Showcase Your Communication Skills
As a Dispatcher, effective communication is key. Prepare examples of how you've successfully communicated in previous roles, especially in challenging situations. Highlight your ability to remain professional and courteous, even under pressure, as this aligns with Veezu's values.
✨Demonstrate Problem-Solving Abilities
Be ready to discuss scenarios where you've had to think on your feet or resolve issues quickly. Veezu values efficiency and customer satisfaction, so showcasing your problem-solving skills will set you apart from other candidates.
✨Emphasise Teamwork and Flexibility
The Dispatcher role requires collaboration with various teams and flexibility in working hours. Share experiences that highlight your ability to work well in a team and adapt to changing circumstances, which is crucial for success in this fast-paced environment.