Your role at Veezu

As a Driver Partner Experience Executive, you will be responsible for the day-to-day interaction with Driver Partners, working closely with Veezu Services and Veezu Assist and using the Driver Partner Portal as the primary communication tool. Reporting into the Regional Operations Manager, you will be expected to ensure a high level of service and efficiency is maintained and executed.

Who are Veezu?

Veezu is the UK's fastest growing taxi and private hire technology business operating across hundreds of UK towns and cities. We are a tech-driven on-demand mobility service that supports our hyper-local communities, helping them thrive and so much more!

What you’ll do:

RESPONSIBILITIES - DRIVER PARTNER INTERACTION

Champion a “best customer service approach” to Driver Partners.

Be the face of Veezu for Driver Partners, being available at the Hub to engage in face-to-face interaction with DPs regarding any issues related to their engagement with VSL. This will include supporting DPs with the uploading of documents to the Driver Partner Portal (or equivalent) when either dealing with new DP engagement or dealing with documentation renewal or changes for existing DPs

Verification of DP profile set-up in Cab9.

Provide on the ground support to ensure any new DP attraction campaigns launched are effective and successful.

Actively identify DP cohorts based on their utilisation of the system to increase their usage through customer service delivery and implement all DP incentives as instructed by VSL.

Be the local point of contact for DPs where queries / matters cannot be addressed via the Driver Partner Portal (or equivalent) or where face-to-face contact is required or requested. (e.g. supporting with relevant document uploads, accessing the Driver App and the Driver Partner Portal (or equivalent), handling complaints).

Collaborate with Veezu’s Central Compliance Team and VSL’s Team to ensure timely and efficient resolution of any issues related to DP engagement.

Collaborate with Veezu Assist to increase utilisation of hire vehicles by providing face-to-face support for hire vehicles hand over. This may include the movement of any vehicles as and when necessary and ensuring that hire vehicles are visually checked prior to being issued to Driver Partners and upon their return.

Promote the use and functionality of the Driver Partner Portal (or equivalent), knowing how and when to use by and on behalf of DPs.

Manage, respond and action all relevant tickets issued via Intercom in a timely manner.

Be a champion of the Driver Partner Portal (or equivalent).

RESPONSIBILITIES - VEEZU SERVICES INTERACTION

Process and maintain the weekly administration documentation for Veezu Services, informing the Veezu Services Team of any necessary local Operator credits to Driver Partner weekly access fee sheets via the Veezu Portal.

Respond to Intercom tickets allocated to you in a timely manner.

Identify potential development and/or improvement elements within our Journey Booking System, Driver Partner App, Driver Partner Portal (or equivalent), Consumer App and or any other tech product used by Driver Partners or for the benefit of Driver Partners. In so doing, raising a ticket on Intercom wherever relevant and in order for your query or suggestion to be reviewed, resolved and closed appropriately. Continually provide recommendations that are capable of improving service delivery outcomes.

Support the Regional Operations Manager with identifying and informing VSL on any DP marketing campaign needs.

LICENSING

Investigate and where relevant, assist in complaints received about DPs from passengers, members of the public, local authorities and from other DPs, escalating to the Regional Operations Manager where appropriate. In so doing, ensuring full compliance with the relevant process, tracking and reporting measures in place.

Assist with the careful monitoring, identification and follow up of any ongoing investigation in relation to potential DP issues of concern (e.g. licensing concerns, fraud and / or confirmed cases of fraud).