Dispatcher

Overview

Join Veezu as a Dispatcher located in Cardiff, where you'll play a vital role in coordinating bookings within our Journey Booking Centre. Partnering closely with Driver Partners and external booking collaborators, your focus will be ensuring timely and efficient transportation of passengers. You'll optimize completion rates by smartly allocating inbound bookings and maintaining clear communication with Driver Partners.

Key Responsibilities

• Gain a thorough understanding of the local Driver Partner network, building trust by addressing their needs and concerns.
• Meet and exceed assigned performance targets and key performance indicators.
• Use the Dispatch booking system to allocate and communicate journey details to Driver Partners clearly, professionally, and politely, utilizing messaging services or phone calls as needed.
• Manage passenger demand effectively, ensuring punctual booking runs, and use zone controller tools and wait time boards to monitor operations; communicate delays to Offshore Booking agents promptly.
• Handle walk-in passenger bookings at regional hubs when applicable.
• Collaborate with offshore partners to resolve passenger queries and manage bookings smoothly.
• Provide timely, courteous support to Driver Partners through phone and chat platforms, assisting with complex queries and guiding them to available portals and messaging services.
• Demonstrate high-quality handling of passenger bookings, especially concerning premium and commercial accounts, ensuring all specific instructions are correctly followed.
• Minimize call transfers and avoid blind call transfers, enhancing customer service efficiency.
• Stay updated via internal communication channels like Slack and Dispatch messaging about operational news and updates throughout shifts.
• Coordinate efficiently with various departments such as Commercial and IT to resolve issues within agreed service level agreements.
• Identify and suggest improvements to reduce unnecessary contacts, refine policies, boost sales, and enhance the passenger experience to management.
• Encourage self-service options for passengers, account clients, and Driver Partners to streamline interactions.
• Process all bookings adhering to company policies for cash, card, account, and app-based payments.
• Promote the usage of AirPay and in-car payment machines to decrease call durations.
• Keep the zone controller data accurate and current throughout shifts for reliable passenger information and optimized booking management.

Personal Development & Compliance

• Complete all mandatory training sessions on time.
• Invest in self-directed learning to deepen knowledge and competence.
• Prepare proactively for one-on-one meetings and performance reviews with supervisors.
• Embody Veezu’s core values, promoting fairness, kindness, and ethical behavior.
• Maintain a cooperative, ethical, and professional approach in all dealings with customers, Driver Partners, and colleagues.
• Comply with laws, contracts, company policies, and health & safety guidelines consistently.
• Support other business divisions whenever necessary.
• Safeguard sensitive information of all stakeholders in line with GDPR and uphold standards supporting the company’s ISO27001 certification.
• Prioritize information security to meet organizational standards.

Candidate Requirements

• Proven ability to provide exceptional customer service.
• Confidence and clarity in telephone communications.
• Proficient computer skills, particularly in managing multiple software platforms simultaneously.
• Strong active listening and effective communication abilities.
• Professionalism, reliability, and commitment to responsibilities.
• Capability to manage difficult customer interactions calmly.
• Resilience in a fast-paced work environment.
• Adept multitasker who performs well under pressure.
• Ability to operate both independently and collaboratively within a team.
• Willingness to work outside conventional hours as needed.
• High attention to detail and accuracy in all tasks.

Location

This position is based at Veezu’s office in Cardiff, Wales.

Inclusion Statement

Veezu values diversity and inclusiveness, encouraging applicants of all backgrounds, experiences, and communities to apply.