Enterprise Commercial Contact Centre Lead in Sheffield

Your role at Veezu: The focus of the Commercial Operations Administration Hub is to provide a professional and efficient booking experience for Veezu’s most valued Commercial account holders from the private and public sector. The Commercial Contact Centre Manager is responsible for leading and developing a team of Commercial Team Coordinators and a Commercial Team Supervisor that manages private hire bookings from end-to-end Enterprise and Key commercial account holders via phone and email. This role requires a key focus on exceptional service delivery, operational efficiency, and adherence to internal and external Key Performance Indicators (KPIs).

The core shift pattern for this role is 08:30 to 17:00 Monday to Friday, but some flexibility will be needed to spend time with the team, when necessary, within their varying shift patterns between 06:00 to 22:00, Monday to Saturday.

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:

• Proactively manage your team to ensure they are handling inbound and outbound calls, as well as emails from Veezu’s Enterprise and Key account holders, to the highest standard of professionalism and customer service.
• Take full responsibility for managing staffing levels, schedules, and resource allocation to ensure optimum shift coverage and efficiency.
• Drive performance reviews, spot emerging issues, and apply targeted fixes to keep results on track.
• Deliver clear, data driven performance reports and insights to senior management.
• Maintain a consistent, procedure focused approach to how the team manages calls and email responses.
• Work with cross functional teams to stay aligned with business goals and KPI expectations.
• Ensure full compliance and safeguarding across the booking and dispatch process, escalating concerns to the appropriate teams or account holders.
• Uphold adherence to all Veezu HR policies.
• Hold deep knowledge of SLAs across multiple commercial accounts.
• Track and assess internal and external KPIs, including call handling times, booking accuracy, customer satisfaction, and SLA performance.
• Ensure that customer, passenger, Driver Partner & 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.

What you’ll need:

• Proven experience in managing and motivating a large team in a challenging, customer focused environment.
• An analytical mindset with the ability to interpret data and drive performance improvements.
• Experience monitoring KPIs and implementing improvement strategies.
• Experience managing commercial accounts or B2B client relationships.
• Knowledge of private hire regulations or transport industry operations.
• Intermediate Excel and Powerpoint skills.

Where you’ll be: This role will be based out of our Sheffield hub. Veezu is committed to fair and inclusive recruitment, welcoming applications from all backgrounds, experiences, and communities.