Driver Partner Experience Executive

Overview

Join Veezu as a Driver Partner Experience Executive where your primary responsibility is to manage daily communications and relationships with Driver Partners, leveraging tools such as the Driver Partner Portal to ensure operational efficiency and compliance. Reporting to the Regional Driver Partner Experience Manager, you will support Veezu's mission as the fastest growing UK taxi technology leader, delivering superior service in multiple towns and cities.

Key Duties

• Deliver outstanding customer service to Driver Partners, prioritizing their satisfaction and compliance with company and local regulations.
• Manage the onboarding process of new Driver Partners, strictly following licensing requirements set by local authorities.
• Implement procedures for temporary disabling and dis-engagement of Driver Partners when necessary.
• Provide assistance to Driver Partners in completing all mandatory licensing documentation to support successful attraction campaigns.
• Serve as a local point of contact for Driver Partners when issues cannot be resolved online or require in-person intervention, including handling complaints and portal access.
• Promote and proficiently use the Driver Partner Portal internally and externally, ensuring timely response and resolution of tickets via Zendesk.
• Coordinate with Veezu Services to administer weekly documentation related to operator charges and credits, reporting appropriately.
• Identify opportunities for system improvements within iCabbi and escalate these creatively through Zendesk.
• Support campaign marketing initiatives and compliance with local licensing laws, maintaining accurate vehicle and licensing records.
• Investigate and assist with complaints and fraud cases related to Driver Partners, ensuring thorough follow-ups.
• Collaborate with Veezu Assist to professionally recommend and promote ancillary products and services, respecting any Financial Conduct Authority regulations.
• Administer vehicle hire records accurately and support regional development by assisting in event planning and business integrations that grow the Driver Partner network.
• Adhere strictly to Veezu’s safety, data privacy, and information security standards, including ISO27001 compliance, and complete all required training.

Candidate Profile

• Exceptional attention to detail with strong organizational capabilities.
• Effective verbal and written communication skills.
• Ability to manage multiple priorities efficiently in a dynamic environment.
• Proficient with Microsoft Office applications.
• Methodical and highly dependable approach to work.
• Excellent customer service orientation with a calm and professional demeanor.

Work Location

This role is based at Veezu's Norwich office and requires full onsite presence.

Equal Opportunity

Veezu is dedicated to fair recruitment and values diversity, welcoming candidates from all backgrounds and experiences.