Regional Operations Manager in Shrewsbury

Your role at Veezu: The Regional Operations Manager will oversee the maintenance of booking and dispatch systems, ensuring optimal utilisation practices for the business and all Driver Partners. This role is also responsible for the daily operations of the Journey Booking Centre (JBC) and will collaborate closely with the Driver Partner Experience Team to maintain established Weekly Access Fee procedures for Driver Partners. Additionally, the role will work with our third-party payroll provider to ensure payroll data accuracy and timeliness for regular pay runs. Reporting directly to the Regional Operations Director (ROD), this role will manage the Driver Partner Executive function and the JBC at our Norwich sites, ensuring compliance with Health & Safety standards to promote a safe working environment.

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:

• Manage the performance of JBC colleagues, optimisation of the service delivery systems and dispatch of bookings to Driver Partners.
• Analyse the call centre performance against KPI's, investigate any cause for concern and always look to improve service efficiency and quality.
• Address any feedback received from any passenger with the support of the Veezu Compliance Team if necessary and direct to the relevant local team to resolve.
• Working with the ROD, review and improve the Dispatch system utilisation according to supply and demand.
• Implement fare and tariff changes if and when required.
• Ensure JBC operations run smoothly by maintaining IT equipment and any operational Dispatch issues.
• Provide cover for ROD on holiday and non-working days.
• Identify areas for system and process improvement, prioritise and take responsibility for the successful implementation.
• Build and maintain effective call routing systems within the telephony system and will continually monitor the effectiveness and efficiency against set KPI's.
• Flexibility and potential for some out of hours and weekend work acknowledging that the business is a 365 day a year, 24/7 operation.

People & Resource Management:

• Control colleague hours and performance effectively to limit missed calls, pause times, cancellations and no-shows whilst retaining excellent stakeholder service delivery.
• Ensure that the call centre is resourced effectively to adjust to local trends in booking volumes and anticipated volumes due to local events / circumstances.
• Execute effective engagement practices to maximise colleague productivity.
• When required work alongside the People Team to drive an effective on-boarding process to support all new starters.
• Understand the workings of relevant business systems and consistently identify areas for improvement.
• Ensure all employees understand how Veezu Academy operates and that training modules are completed in a timely manner.
• Ensure that your team are highly efficient and familiar with all relevant systems by ensuring training and competency is consistently assessed.

Compliance:

• Maintain the highest standards of Health & Safety.
• Maintain quality standards within the call centre, investigating and resolving any complaints through a 360-degree feedback loop.
• Be committed to maintaining our ISO 27001 accreditation and set high standards for Information Security compliance, supporting both internal and external audits.
• Responsible for Information Security compliance within the call centre and undertake an annual audit and Information Security training.
• Lead by example and act in compliance with GDPR, our policies and area specific requirements at all times.
• Act in accordance with Information Governance at all times.

What you'll need:

• The role can be fast paced so you must be able to work under pressure and have a can-do attitude.
• You have great IT skills.
• You are analytical and data driven.
• Flexibility and potential for some out of hours and weekend work acknowledging that the business is a 365 day a year, 24/7 operation.
• You lead by example and inspire others.
• You are an excellent communicator.
• You are experienced at managing a team.
• You are experienced in the private hire and taxi industry.

Where you'll be: This role will be based out of our Shrewsbury office, with the expectation that you will travel to and work from our hubs across the UK and Ireland 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.