At a Glance
- Tasks: Lead the Passenger Experience team and oversee complaint resolutions for a better passenger journey.
- Company: Join Veezu, the UK's fastest growing taxi and private hire tech business.
- Benefits: Hybrid work model, competitive salary, and opportunities for personal growth.
- Other info: Dynamic role with opportunities to travel and collaborate across the UK.
- Why this job: Make a real difference in passenger experiences while driving continuous improvements.
- Qualifications: Experience in complaints handling and team management is essential.
The predicted salary is between 34650 - 42350 £ per year.
Your Role At Veezu
Reporting directly to the Director of Operational Compliance and Complaints, you will be responsible for overseeing the end-to-end complaints process, ensuring passengers receive fair, timely and professional resolutions while driving continuous improvements across the business.
You will lead the Passenger Experience team responsible for investigating passenger concerns, managing escalated complaints, identifying trends and working with operational teams to improve the overall passenger journey.
Your Role At Veezu
Reporting directly to the Director of Operational Compliance and Complaints, you will be responsible for overseeing the end-to-end complaints process, ensuring passengers receive fair, timely and professional resolutions while driving continuous improvements across the business.
You will lead the Passenger Experience team responsible for investigating passenger concerns, managing escalated complaints, identifying trends and working with operational teams to improve the overall passenger journey.
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!
Key Responsibilities
- Passenger Experience & Complaints
- Lead and manage the Passenger Experience Team.
- Oversee the end-to-end complaints process across all regions.
- Investigate high-risk, complex or sensitive passenger complaints.
- Ensure complaints are resolved within agreed service levels and quality standards.
- Review complaint outcomes to ensure consistency, fairness and accuracy.
- Act as the escalation point for complex passenger concerns.
- Lead the ongoing development and optimisation of Intercom and other passenger experience systems used across the business
- Identify opportunities to improve processes, automation, reporting and passenger journeys through system enhancements.
- Reporting & Continuous Improvement
- Produce regular reports on complaint volumes, trends and root causes.
- Analyse passenger feedback and identify opportunities to improve the passenger experience.
- Work with operational teams to reduce recurring complaints
- Monitor complaint performance metrics and team productivity.
- Provide recommendations to senior stakeholders based on passenger insights and emerging trends.
- Support business initiatives aimed at improving passenger satisfaction and retention.
- Team Leadership
- Coach, develop and support Passenger Experience Executives.
- Conduct regular quality reviews and performance discussions.
- Support recruitment, onboarding and training of new team members.
- Ensure processes, guidance and knowledge resources remain up to date.
Skills & Experience Required
- Proven experience in complaints handling, passenger resolution or passenger service management.
- Experience managing complex or escalated complaints.
- Experience leading or managing teams.
- Strong passenger focus with the ability to balance empathy and commercial decision-making.
- Excellent investigation, analytical and problem-solving skills.
- Strong written and verbal communication skills.
- Ability to influence stakeholders and drive positive outcomes.
- High level of attention to detail and organisational skills.
- Ability to work independently and collaboratively across multiple teams.
- Proficiency in Microsoft Office Suite.
- Experience using passenger service platforms such as Intercom or similar systems is desirable.
- Experience within transport, mobility, passenger operations or regulated environments is desirable.
- Where You’ll Be
This role will be hybrid, with the expectation that you will travel to and work from our hubs across the UK as and when needed for the proper performance of your role.
Veezu is committed to fair and inclusive recruitment, welcoming applications from all backgrounds, experiences, and communities.
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Passenger Experience Manager in Sheffield employer: Veezu
Veezu is an exceptional employer that prioritises employee growth and development, offering a dynamic work culture where innovation and collaboration thrive. With a focus on meaningful engagement and a commitment to excellence in service delivery, employees enjoy the unique advantage of working in a fast-paced environment that encourages nationwide travel and personal connections with key accounts across the UK.
StudySmarter Expert Advice🤫
We think this is how you could land Passenger Experience Manager in Sheffield
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Veezu. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Veezu before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Passenger Experience Manager in Sheffield
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Veezu:Your cover letter is your chance to shine! Tell us why you want to work at Veezu specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Veezu!
How to prepare for a job interview at Veezu
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
