PEOPLE MANAGEMENT

• Be objective, fair, ethical, and consistent in leadership and management.
• Get to know your colleagues at a professional level & understand what makes a high performer and a high performing team.
• Assist with recruitment and development of high caliber individuals who are resilient and who have the potential to live our values.
• Support the implementation of induction and plan and oversee any buddying support using the L&D function.
• Inspire, engage, and empower teams and individuals to live our values and to understand the importance of achieving and exceeding targets.
• Grow resilience and emotional intelligence amongst team members.
• Build a sanctuary in which teams feel safe to question, have a laugh and be human; make your team a great place to work.
• Proactively drive a strong community spirit across teams – seeking opportunities for team working and cross functional networking – explain to your team how all the different teams work together to achieve Veezu’s strategy.
• Identify team members at risk of attrition and report to your Manager any risks and potential resignations.
• Host a regular (minimum weekly) huddle/ briefing with the team to motivate them and communicate any KPIs and initiatives.
• Utilise Slack channels, iCabbi messaging and any other relevant internal communication channels throughout your shift to receive any relevant business and / or operational updates.

QUALITY MANAGEMENT AND CONTINUOUS IMPROVEMENT

• Develop a strong understanding of relevant business specific systems, for example iCabbi, DiSC and the Google suite.
• Ensure that both the team and you are fully conversant with relevant company policies, processes and operations, products, rates, brands, promotions and services.
• Liaise with other departments such as Pricing & Commercial, Driver Partner Experience, Passenger Experience &Compliance to ensure issues are resolved efficiently and within agreed SLAs.
• When needed, take escalations and support the team; be responsible for answering telephone, emails and resolving any issues in a professional manner, in keeping with each brand approach.
• Follow policies and procedures to ensure that customer service processes run smoothly and the customer is satisfied.
• Ensure that internal databases are kept up to date with accurate and relevant information held on records.
• Handle bookings and general queries and information requests in an efficient and timely manner.
• Maintain accurate records of all communications within the relevant databases.
• Log and manage complaints in line with the complaints procedure; where possible provide solutions and alternatives within timeframes and follow up.
• Ensure all employees understand how Veezu Academy operates and that training modules are completed in a timely manner.

SELF-DEVELOPMENT & COMPLIANCE

• Manage own self-development to improve knowledge and skills.
• Meet with the Driver Partner Executive/s and Account Managers at least once a month.
• Make time to talk to Drivers and Passengers about their experiences.
• Proactively prepare for 1:1 meetings and appraisals with your manager.
• Understand and embody the Veezu values.
• Constructively challenge, question, seek to improve, evolve and be kind.
• Contribute to a strong community spirit.
• Be objective, fair, ethical, and consistent.
• Ensure fair treatment of customers, passengers, Driver Partners and colleagues and act in a professional manner at all times.
• Follow information security policies and procedures.
• Ensure legal and contractual compliance.
• Maintain regular consistent and professional attendance, punctuality, personal appearance, and adherence to relevant health & safety procedures.
• Ensure completion of all mandatory training.
• Be willing to support other business areas as needed.
• Adhere to company policies and procedures.
• Ensure that customer, passenger, Driver Partner & colleagues’ information is safeguarded at all times, in line with the General Data Protection Regulation (GDPR).
• Maintain information security to a recognised required standard in line with business needs
• Follow information security policies and procedures.
• Demonstrate a personal commitment and comply with procedures relating to information security.
• Undertake information security training and help your team understand what is required of them under the company’s information security policies and procedures.
• Lead by example and act in compliance with GDPR, the Company’s policies and information security requirements at all times.
• Be committed to maintaining our ISO27001 certification and set high standards for Information Security compliance.

What you’ll need:

• Excellent customer service skills
• People Management skills.
• Attention for detail.
• A positive and upbeat attitude.
• Exceptional interpersonal skills.
• Excellent written and verbal communication skills.
• Good time management and organizational skills.
• Patience, good listening skills and the ability to show empathy.
• The ability to make decisions and use own initiative.
• Ability to lead a team of customer care specialists in a high-volume service & care environment.
• Work well under pressure and take a pro-active approach to problem solving.
• Strong computer skills, including using multiple software platforms collaboratively.
• An effective decision maker and able to control workflow in busy periods.
• Analytical and data driven.
• Lead by example and inspire others.
• Experience in our industry is helpful but not essential.

Where you’ll be:

This role will be based out of our Cardiff HQ.

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