{"id":755224,"url":"https://alion.io/job/veezu-contact-centre-agent","title":"Contact Centre Agent","company":{"id":8269,"name":"Veezu","domain":"veezu.co.uk","url":"https://alion.io/company/veezu","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":{"grade":"A","score":95,"open_postings":3,"ghost_share":0,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":63,"computed_at":"2026-10-24T06:02:35Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Shrewsbury, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":36000,"max_usd":93000,"period":"year","method":"role_country_seniority_unknown","sample_n":196},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"GDPR","optional":false},{"name":"ISO 27001","optional":false},{"name":"Slack","optional":false}],"status":"live","first_seen_at":"2026-08-06T16:10:07Z","employer_posted_date":"2026-10-22","last_verified_at":"2026-10-25T00:38:27Z","board_verified":true,"closed_at":null,"days_open":79,"trust":{"level":"ok","repost_count":1,"flags":[],"days_open":78},"description":"Your role at Veezu:\nAs a Dispatcher in our Journey Booking Centre, you will work in partnership with Driver Partners and our external JBC Partners to ensure bookings are dispatched efficiently so that passengers are transported on time. You will maximise Driver Partner completion rates through efficient management of the dispatch of inbound bookings and good communication with Driver Partners.\nReporting into the Team Manager or JBC Manager, your role will involve optimising Driver Partner and resource capacity, helping our Off-Shore Booking Agents to keep our Passengers updated and giving the Driver Partners a great experience.\nWho are Veezu?\nVeezu 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!\nWhat you’ll do:\nQUALITY DELIVERY AND CONTINUOUS IMPROVEMENT\nDevelop a deep knowledge and understanding of the local Driver Partner community - their needs, concerns and behaviours - become someone that they trust.\n\nTake responsibility for understanding, meeting and exceeding your objectives and set KPIs\n\nAllocate and dispatch journeys on the Dispatch booking system, communicating positively, politely, professionally and precisely with Driver Partners via the messaging service/telephone as and when required.\n\nManage passenger demand to ensure bookings run on time and use the zone controller tool and wait time wallboard (if applicable) effectively. Feedback any delays to Offshore Booking as required.\n\nArrange bookings for walk-in passengers where applicable at regional hubs.\n\nLiaise with off-shore partners in respect of handling passenger queries and bookings.\n\nRespond to Driver Partner alerts and Driver Partner queries via the telephone and / or Dispatch driver chat in a timely, courteous and professional manner.\n\nAssist Driver Partners with complex queries or directing them to the Driver Partner portal and / or messaging service.\n\nDemonstrate excellence in the handling of passenger bookings, mainly related to our high value and commercial account journeys and passenger care queries\n\nEnsure specific or set instructions for account customer journey bookings are communicated and processed accordingly.\n\nEnsure service delivery to commercial account customers is efficient and well managed at all times.\n\nEnsure transferring of calls is kept to a minimum and avoid blind transferring at all times.\n\nUtilise Slack channels, Dispatch messaging and any other relevant internal communication channels throughout your shift to receive any relevant business and / or operational updates.\n\nLiaise with other departments such as Veezu Commercial, Veezu IT to ensure issues are resolved efficiently and within agreed SLAs.\n\nIdentify opportunities to reduce unnecessary contact, improve policies and processes, increase sales and/ or improve the passenger experience and feed these into your Team Manager.\n\nSeek to support passengers, account customers and Driver Partners to self-serve wherever possible.\n\nProcess all cash, card, account, and app bookings in accordance with company procedures.\n\nEncourage the use of AirPay / use of a Driver Partner’s in-car payment machine to reduce call time wherever possible.\n\nManage and keep the zone controller accurate (if applicable) and up to date throughout the shift so that the right information can be provided to Passengers and bookings can be optimised.\n\nSELF-DEVELOPMENT AND COMPLIANCE\nEnsure completion of all mandatory training.\n\nManage your own self-development to improve knowledge.\n\nProactively prepare for 1:1 meetings and appraisals with Team Manager or JBC Manager.\n\nUnderstand and embody the Veezu values.\n\nConstructively challenge, question, seek to improve, evolve and be kind.\n\nContribute to a strong community spirit.\n\nBe objective, fair, ethical, and consistent.\n\nEnsure fair treatment of customers, passengers, Driver Partners and colleagues and act in a professional manner at all times.\n\nEnsure legal and contractual compliance.\n\nMaintain regular consistent and professional attendance, punctuality, personal appearance, and adherence to relevant health & safety procedures.\n\nBe willing to support other business areas as needed.\n\nAdhere to company policies and procedures.\n\nEnsure that customer, passenger, Driver Partner and colleagues’ information is safeguarded at all times, in line with the General Data Protection Regulation (GDPR).\n\nBe committed to maintaining our ISO27001 certification and set high standards for Information Security compliance.\n\nMaintain information security to a recognised required standard in line with business needs\n\nWhat you’ll need:\nAbility to deliver excellent customer service.\n\nConfidence in speaking to people on the phone.\n\nStrong computer skills, including using multiple software platforms collaboratively.\n\nExcellent listening and communication skills.\n\nProfessional and committed.\n\nAbility to deal with challenging customer service situations.\n\nAbility to work in a fast-paced environment.\n\nAbility to multitask and work under pressure.\n\nAbility to work independently and as part of a team.\n\nFlexibility to work outside of standard working hours.\n\nExcellent accuracy and attention to detail.\n\nWhere you’ll be:\nThis role will be based out of our Shrewsbury office.\n\nVeezu is committed to fair and inclusive recruitment, 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