Driver Partner Experience Executive

Your role at Veezu:

As a Driver Partner Experience Executive, you will be responsible for the day-to-day interaction with Driver Partners, working closely with Veezu Services and Veezu Assist and using the Driver Partner Portal as the primary communication tool. Reporting into the Regional Operations Manager, you will be expected to ensure a high level of service and efficiency is maintained and executed.

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!

What you’ll do:

RESPONSIBILITIES - DRIVER PARTNER INTERACTION

• Champion a “best customer service approach” to Driver Partners.

• Be the face of Veezu for Driver Partners, being available at the Hub to engage in face-to-face interaction with DPs regarding any issues related to their engagement with VSL. This will include supporting DPs with the uploading of documents to the Driver Partner Portal (or equivalent) when either dealing with new DP engagement or dealing with documentation renewal or changes for existing DPs

• Verification of DP profile set-up in Cab9.

• Provide on the ground support to ensure any new DP attraction campaigns launched are effective and successful.

• Actively identify DP cohorts based on their utilisation of the system to increase their usage through customer service delivery and implement all DP incentives as instructed by VSL.

• Be the local point of contact for DPs where queries / matters cannot be addressed via the Driver Partner Portal (or equivalent) or where face-to-face contact is required or requested. (e.g. supporting with relevant document uploads, accessing the Driver App and the Driver Partner Portal (or equivalent), handling complaints).

• Collaborate with Veezu’s Central Compliance Team and VSL’s Team to ensure timely and efficient resolution of any issues related to DP engagement.

• Collaborate with Veezu Assist to increase utilisation of hire vehicles by providing face-to-face support for hire vehicles hand over. This may include the movement of any vehicles as and when necessary and ensuring that hire vehicles are visually checked prior to being issued to Driver Partners and upon their return.

• Promote the use and functionality of the Driver Partner Portal (or equivalent), knowing how and when to use by and on behalf of DPs.

• Manage, respond and action all relevant tickets issued via Intercom in a timely manner.

• Be a champion of the Driver Partner Portal (or equivalent).

RESPONSIBILITIES - VEEZU SERVICES INTERACTION

• Process and maintain the weekly administration documentation for Veezu Services, informing the Veezu Services Team of any necessary local Operator credits to Driver Partner weekly access fee sheets via the Veezu Portal.

• Respond to Intercom tickets allocated to you in a timely manner.

• Identify potential development and/or improvement elements within our Journey Booking System, Driver Partner App, Driver Partner Portal (or equivalent), Consumer App and or any other tech product used by Driver Partners or for the benefit of Driver Partners. In so doing, raising a ticket on Intercom wherever relevant and in order for your query or suggestion to be reviewed, resolved and closed appropriately. Continually provide recommendations that are capable of improving service delivery outcomes.

• Support the Regional Operations Manager with identifying and informing VSL on any DP marketing campaign needs.

LICENSING

• Investigate and where relevant, assist in complaints received about DPs from passengers, members of the public, local authorities and from other DPs, escalating to the Regional Operations Manager where appropriate. In so doing, ensuring full compliance with the relevant process, tracking and reporting measures in place.

• Assist with the careful monitoring, identification and follow up of any ongoing investigation in relation to potential DP issues of concern (e.g. licensing concerns, fraud and / or confirmed cases of fraud).

• Engage with other Veezu Teams (including but not limited to Veezu Central Compliance, Veezu Legal & Licensing where necessary to ensure full collaboration and communication for the benefit of best customer service to the Driver Partner and compliance of Veezu’s licensing obligations.

ANCILLARY PRODUCTS

• Subject to any Financial Conduct Authority restrictions, work closely with Veezu Assist to inform, promote and upsell ancillary products & services to DPs in a professional manner. Where any products are regulated by the Financial Conduct Authority, understand what your responsibilities are.

REGIONAL DEVELOPMENT

• Where necessary, identify regional events and assist with planning activities that would result in an increased supply of bookings and an increased demand for DPs.

• Support with acquisition growth by assisting the Regional Operations Manager with integrating any new businesses into the region.

GENERAL COMPLIANCE

• Understand the Local Licensing PHO, PHD and PHV licensing conditions applicable to the area in which you are based, and keep abreast of any updates in conditions or legislation applicable to Veezu’s PHO status.

• Understand the Veezu Safety First approach and behave accordingly.

• Understand the Veezu Data Principles and behave accordingly.

• Understand the Driver Partner and Passenger Terms & Conditions.

• Undertake all mandatory training.

• Maintain information security to a recognised required standard in line with business needs.

• You are committed to maintaining our ISO27001 certification and set high standards for Information Security compliance.

• Follow information security policies and procedures.

• Ensure legal and contractual compliance.

What you’ll need:

• Exceptional attention to detail and organisation skills

• Excellent communication skills both written and verbally

• Ability to multitask and prioritise numerous conflicting priorities

• Strong Microsoft Office Suite skills

• Highly organised and methodical

• Excellent Customer Service skills with calm and professional approach

Where you’ll be:

• This role will be based out of our Huntingdon office.

• This role will be fully on-site

Veezu is committed to fair and inclusive recruitment, welcoming applications from all backgrounds, experiences, and communities.