Dispatcher

Role overview

Veezu is hiring a Dispatcher to join its Journey Booking Centre in Cardiff. In this position, you will work closely with Driver Partners and external JBC partners to make sure journeys are allocated promptly so passengers reach their destinations on time. A key part of the job is improving Driver Partner completion rates through efficient booking dispatch and clear communication.

You will report to either the Team Manager or the JBC Manager and help balance Driver Partner availability and operational capacity. The role also supports offshore booking agents by keeping passengers informed and ensuring Driver Partners have a smooth experience.

Working pattern: this position follows a rota of 3 days per week, from 6:00am to 6:00pm.

About the company

Veezu is a rapidly expanding UK taxi and private hire technology company serving hundreds of towns and cities. It provides an on-demand mobility service built around local communities.

What you will do

• Build a strong understanding of the local Driver Partner community, including their needs, concerns, and working patterns, so you become a trusted point of contact.
• Work toward individual objectives and KPIs, making sure targets are met or exceeded.
• Assign and dispatch journeys through the booking system, communicating clearly, politely, professionally, and accurately with Driver Partners by phone or messaging when needed.
• Manage passenger demand so bookings stay on schedule, using the zone controller and wait-time wallboard where relevant, and passing on delays to offshore booking teams.
• Handle walk-in passenger bookings at regional hubs where applicable.
• Work with offshore partners on passenger enquiries and booking administration.
• Respond quickly and professionally to Driver Partner alerts and questions through phone support or dispatch chat.
• Support Driver Partners with more complex issues or guide them to the Driver Partner portal or messaging tools.
• Deliver high-quality handling of bookings, especially for premium, commercial account, and passenger care requests.
• Make sure account journey instructions are followed correctly and communicated clearly.
• Keep service delivery for commercial account customers efficient and well controlled.
• Minimise call transfers and avoid blind transfers entirely.
• Use Slack, Dispatch messaging, and other internal communication channels during your shift to stay updated on operational and business changes.
• Coordinate with teams such as Veezu Commercial and Veezu IT to resolve issues within agreed service levels.
• Spot ways to reduce avoidable contacts, improve procedures, grow sales, and enhance the passenger experience, then share these ideas with your manager.
• Encourage passengers, account customers, and Driver Partners to use self-service options whenever possible.
• Process cash, card, account, and app bookings according to company rules.
• Promote AirPay or the Driver Partner’s in-car payment device to help reduce call duration where possible.
• Keep the zone controller accurate and updated throughout the shift so the right information is always available and bookings can be optimised.

Compliance and development

• Complete all required training on time.
• Take ownership of your own development and learning.
• Come prepared for 1:1 meetings and performance reviews with your manager.
• Work in line with Veezu’s values.
• Challenge ideas constructively, ask questions, look for improvements, and act with kindness.
• Help strengthen team and community spirit.
• Stay objective, fair, ethical, and consistent in your approach.
• Treat customers, passengers, Driver Partners, and colleagues fairly and professionally at all times.
• Follow legal and contractual requirements.
• Maintain reliable attendance, punctuality, professional presentation, and compliance with health and safety procedures.
• Be ready to support other parts of the business when needed.
• Follow company policies and procedures.
• Protect customer, passenger, Driver Partner, and colleague information at all times in line with GDPR.
• Support the company’s ISO27001 certification by maintaining high information security standards.
• Keep information security practices aligned with business requirements.

What you need

• Strong customer service skills.
• Confidence communicating by phone.
• Good computer literacy, including working across several software platforms at once.
• Excellent listening and communication skills.
• A professional and committed attitude.
• The ability to handle difficult customer service situations.
• Comfort working in a fast-moving environment.
• The ability to multitask and stay calm under pressure.
• Capacity to work both independently and as part of a team.
• Willingness to work outside standard hours.
• High accuracy and strong attention to detail.

Location

This role is based in Veezu’s Cardiff office in Wales, United Kingdom.

Equal opportunities

Veezu welcomes applicants from all backgrounds, experiences, and communities and is committed to fair, inclusive hiring.