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Dispatcher - Journey Booking Centre
Your Role At Veezu
As a Dispatcher in our Journey Booking Centre, you will collaborate closely with Driver Partners and external JBC Partners to ensure smooth and timely dispatching of bookings. Maximise Driver Partner completion rates through efficient dispatch management and effective communication, while supporting Off-Shore Booking Agents to keep passengers informed.
You’ll report to the Team Manager or JBC Manager, focusing on optimising Dispatcher Partner effort while delivering exceptional service to both passengers and drivers.
Who are Veezu?
Veezu is the UK’s fastest-growing taxi and private hire technology business, operating across hundreds of towns and cities. A tech-driven on-demand mobility service, we empower our hyper-local communities while fostering growth.
What You’ll Do
Quality Delivery and Continuous Improvement
- Develop deep knowledge of the local Driver Partner community, understanding their needs, concerns, and behaviours to build trust.
- Take ownership of your KPIs and ensure objectives are met or exceeded.
- Dispatch journeys via the Dispatch booking system, communicating professionally with Driver Partners through messaging or telephone.
- Manage passenger demand to ensure on-time bookings, effectively using tools like the zone controller and wait time wallboard (if applicable), while feeding delays to Offshore Booking.
- Handle walk-in bookings at regional hubs where required.
- Liaise with off-shore partners on passenger queries and bookings.
- Respond promptly and courteously to Driver Partner alerts and queries via phone or in-app messaging.
- Assist with complex Driver Partner queries and direct them to the right resources (Driver Portal, messaging service).
- Deliver exceptional handling of passenger bookings, particularly high-value commercial accounts, ensuring smooth service execution.
- Ensure instructions for commercial account bookings are executed accurately and efficiently.
- Minimise call transfers and avoid blind transfers to improve efficiency.
- Stay updated via Slack, Dispatch messaging, and internal channels for operational alerts.
- Collaborate with Veezu Commercial and Veezu IT to troubleshoot issues within agreed SLAs.
- Identify opportunities to reduce unnecessary contact, enhance processes, increase sales, or improve passenger experience, sharing insights with your Team Manager.
- Promote self-service solutions for passengers, account customers, and Drivers where possible.
- Process all payment types (cash, card, account, app) per company procedures.
- Encourage AirPay usage or in-car payment machines to reduce handling time and improve efficiency.
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- Maintain zone controller accuracy (if applicable) to optimise bookings and provide clear information to passengers.
Self-Development and Compliance
- Complete mandatory training consistently.
- Upskill through proactive self-development aligned with 1:1 meetings and appraisals.
- Embody Veezu values: Collaborative problem-solving, kindness, fairness, objectivity, and ethical treatment of all stakeholders.
- Adhere to contractual, legal, and operational standards, including:
- Regular, punctual, and professional attendance.
- Strict adherence to health & safety procedures.
- Commitment to flexibility and willingness to support other business areas.
- Compliance with GDPR and safeguarding passenger/employee data.
- Maintain ISO27001 compliance and set rigorous Information Security standards for Veezu.
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What You’ll Need
✔ Outstanding customer service skills with ability to handle urgent or challenging situations. ✔ Strong telephone communication for driver inquiries and passenger updates. ✔ Confident multitasking and uninterrupted focus in a fast-paced environment. ✔ Proficient digital literacy: managing multiple software platforms, SMS/email, and collaboration tools. ✔ Attention to detail and high accuracy in handling (afternoon) bookings or data. ✔ Professionalism, flexibility and teamplayer mentality with willingness to work outside standard hours where necessary.
Where You’ll Be
This role will be based in our Portsmouth office.
Veezu is committed to fair, inclusive recruitment, welcoming applications from all backgrounds, experiences, and communities.
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