Dispatcher

About the Role at Veezu

As a Dispatcher working in our Journey Booking Centre, your primary responsibility will be coordinating with Driver Partners and external Booking Centre partners to ensure timely and efficient journey dispatching. You will focus on maximizing completion rates for Driver Partners through effective management of inbound bookings and clear communication.

Reporting to the Team or JBC Manager, you will optimize resource capacity, aid Off-Shore Booking Agents in updating passengers, and deliver a positive experience to Driver Partners.

Company Overview

Veezu is a leading and rapidly expanding taxi and private hire tech platform in the UK, serving numerous towns and cities. The company emphasizes technology-driven, on-demand mobility services to empower and support local communities.

Key Responsibilities

• Gain an in-depth understanding of the local Driver Partner community, their concerns, needs, and behaviors to build trust.
• Meet or exceed objectives and key performance indicators (KPIs).
• Use the Dispatch booking system to allocate and dispatch journeys, communicating clearly and professionally via messaging or phone with Driver Partners.
• Manage passenger demand to ensure on-time journey execution, effectively using tools like the zone controller and wait time wallboard; report delays to Offshore Booking as necessary.
• Handle walk-in passenger bookings at regional hubs as applicable.
• Coordinate with off-shore partners for passenger queries and booking support.
• Respond promptly and courteously to Driver Partner alerts and inquiries through telephone or chat.
• Assist Driver Partners with complex questions or guide them to use the Driver Partner portal and messaging system.
• Deliver outstanding service especially for high-value commercial account journeys and passenger care requests.
• Ensure compliance with account-specific instructions for customer journey bookings.
• Maintain efficient service delivery for commercial account customers at all times.
• Minimize call transfers and avoid blind transferring calls.
• Communicate using Slack, Dispatch messaging, and other internal communication tools to stay updated during shifts.
• Collaborate with Veezu Commercial and IT departments to solve issues swiftly within agreed service levels.
• Identify opportunities to decrease unnecessary contact, improve policies, boost sales, or enhance passenger experience and share suggestions with your manager.
• Encourage passengers, account customers, and Driver Partners towards self-service options where feasible.
• Process cash, card, account, and app bookings following company protocols.
• Promote the use of AirPay or Driver Partner’s in-car payment machines to reduce call durations.
• Ensure the zone controller data remains accurate and updated throughout the shift to optimize bookings and passenger information.

Self-Development and Compliance

• Complete all mandatory training on time.
• Take responsibility for personal knowledge growth.
• Prepare proactively for one-on-one meetings and performance appraisals.
• Embodiment of Veezu’s core values in day-to-day work.
• Practice constructive feedback, continuous improvement, and kindness.
• Foster a strong sense of community spirit among colleagues.
• Maintain fairness, objectivity, ethics, and consistency in dealings.
• Ensure professional conduct and fair treatment of customers, passengers, Driver Partners, and co-workers.
• Comply with legal and contractual requirements.
• Adhere rigorously to attendance, punctuality, dress code, and health and safety guidelines.
• Support other business functions as needed.
• Follow all company policies and procedures.
• Safeguard sensitive information of customers, passengers, Driver Partners, and colleagues in line with GDPR standards.
• Commit to ISO27001 information security standards and uphold high compliance levels.
• Maintain data security measures according to business requirements.

Required Skills and Qualifications

• Proven customer service skills with a strong focus on quality delivery.
• Confidence engaging with people over the phone.
• Proficiency with multiple computer software platforms used simultaneously.
• Excellent listening and communication capabilities.
• Professional attitude and dedication to role responsibilities.
• Ability to manage demanding and challenging customer situations effectively.
• Capability to thrive in fast-paced environments.
• Strong multitasking skills and resilience under pressure.
• Independent worker and cooperative team member.
• Flexibility to work outside conventional office hours.
• High attention to detail and accuracy in work.

Location

This position is based at Veezu’s office in Shrewsbury, England.

Equal Opportunity

Veezu is dedicated to promoting fairness and inclusivity in hiring practices and welcomes applications from diverse backgrounds and communities.