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Dispatcher (Journey Booking Centre) – Cardiff
Your Role at Veezu
As a Dispatcher in our Journey Booking Centre, you will collaborate with Driver Partners and external JBC Partners to ensure seamless journey dispatch, ensuring passengers travel on time. Your role focuses on maximising Driver Partner completion rates by optimising dispatch efficiency and fostering strong communication.
Reporting to the Team Manager or JBC Manager, you’ll:
- Balance Driver Partner and resource capacity
- Support Off-Shore Booking Agents in passenger updates
- Deliver a premium experience for Driver Partners
Note: Rota – 3 days per week, 6am–6pm.
About Veezu
Veezu is the UK’s fastest-growing taxi and private hire technology business, Operating across hundreds of towns and cities. Our tech-driven mobility service builds thriving local communities and helps them grow—while driving innovation in transport.
What You’ll Do
Quality Delivery & Continuous Improvement
- Build trusting relationships with Driver Partners by understanding their needs, concerns, and behaviours.
- Take ownership of KPIs and objectives, ensuring your metrics are met and exceeded.
- Dispatch journeys efficiently via the Booking System, communicating professionally via messaging/phone.
- Manage passenger demand to keep bookings on track, using tools like the Zone Controller and Wait Time Wallboard.
- Handle walk-in bookings at regional hubs where applicable.
- Liaise with Offshore Booking Partners on passenger queries and booking updates.
- Respond promptly to Driver Partner alerts and queries (phone/dispatch chat).
- Provide industry-leading support for account customer journeys and passenger care.
- Ensure compliance with account-specific instructions (e.g., VIP/tourist transport).
- Minimise call transfers (no blind transfers) and escalate issues efficiently.
- Stay updated via Slack, Dispatch messaging, and internal comms.
- Collaborate with departments (Veezu Commercial, IT) to resolve issues within SLAs.
- Continuously improve processes, reduce unnecessary contact time, increase sales, and enhance passenger experience.
- Promote self-service options for passengers and Driver Partners.
- Process all bookings (cash, card, account, app) per company procedures.
- Encourage AirPay/vehicle payment products to streamline transactions.
- Maintain accuracy in the Zone Controller to enable optimal dispatch.
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Self-Development & Compliance
- Complete mandatory certifications.
- Engage in self-led professional development to refine operational knowledge.
- Prepare for 1:1 appraisals with Team Manager/JBC Manager.
- Embody Veezu’s values:
- Innovate, be kind, and champion progress.
- Deliver fair, ethical, and consistent service.
- Uphold legal/contractual compliance and corporate policies.
- Ensure professional attendance, punctuality, and adherence to health & safety.
- Maintain cybersecurity standards (ISO27001, GDPR compliance).
- Prioritise data privacy and safeguarding (customer, employee info).
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What You’ll Need
- Passion for delivery excellence and customer service.
- Strong phone communication skills (patience, clarity, professionalism).
- Proficient technological skills (multi-software collaboration).
- Confidence under pressure in a dynamic environment.
- Accuracy & attention to detail (particularly during high-demand periods).
- Ability to multitask independently/with a team.
- Openness to flexible working outside standard hours.
- Commitment to empathy, fairness, and self-driven improvement.
Where You’ll Be
Based out of our Cardiff office—where we welcome diversity and inclusion. ✨
Veezu values fairness and encourages applications from all backgrounds.
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
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