Driver Partner Experience Executive

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 Driver Partner Experience Manager, you will be expected to ensure a high level of efficiency and compliance is maintained and executed correctly at all times in line with our Group policies and processes.

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.

• Adhere to and execute the Driver Partner (DP) set up procedure for all new DPs, complying with local authority licensing requirements.

• Follow and execute the process of temporarily disabling DPs if required by VSL.

• Follow and execute the DP dis-engagement process.

• Assist DPs in completing all relevant licensing paperwork to ensure any DP attraction campaigns launched are effective and successful.

• Follow the instructions of the Regional Driver Partner Experience Manager when required.

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

• Promote the use and functionality of the Driver Partner Portal, knowing how and when to use by and on behalf of DPs.

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

• Be a champion user of the Driver Partner Portal for internal use.

RESPONSIBILITIES (VEEZU SERVICES INTERACTION)

• Process & maintain the weekly administration documentation for Veezu Services, informing the Veezu Services Team of any local Operator charges and credits to be processed accordingly, on a weekly basis.

• Respond to Zendesk tickets allocated to you in a timely manner.

• Identify elements of iCabbi development and / or improvement, raising a ticket on Zendesk 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 Driver Partner Experience Manager with identifying and informing VSL on any DP marketing campaign needs.

LICENSING

• Adhere to local licensing regulations and continually ensuring that Driver Partners vehicle & licensing records are kept accurate and up to date on iCabbi.

• Investigate and where relevant, assist in complaints received about DPs from passengers, members of the public, local authorities and from other DPs.

• Assist with the careful monitoring, identification and follow up of any ongoing investigation in relation to potential DP fraud and / or confirmed cases of fraud.

ANCILLARY PRODUCTS

• Subject to any Financial Conduct Authority restrictions, work closely with Veezu Assist to inform, promote and upsell ancillary products & services to DPs in a professional manner. Where any products are regulated by the Financial Conduct Authority, understand what your responsibilities are.

• Complete all Vehicle Hire administration accurately, correctly and in a timely manner, ensuring Veezu Services are notified of any charges to be processed via the Weekly Access Fee Sheets (WAFS).

REGIONAL DEVELOPMENT

• Where necessary, identify regional events and assist with planning activities that would result in an increased supply of bookings and an increased demand for DPs.

• Support with acquisition growth by assisting the Regional Driver Partner Experience Manager with integrating any new businesses into the Region.

COMPLIANCE

• Understand the Veezu Safety First approach and behave accordingly.

• Understand the Veezu Data Principles and behave accordingly.

• Understand the Driver Partner and Passenger Terms & Conditions.

• Undertake all mandatory training.

• Maintain information security to a recognised required standard in line with business needs.

• You are committed to maintaining our ISO27001 certification and set high standards for Information Security compliance.

• Follow information security policies and procedures.

• Ensure legal and contractual compliance.

What you’ll need:

• Exceptional attention to detail and organisation skills

• Excellent communication skills both written and verbally

• Ability to multitask and prioritise numerous conflicting priorities

• Strong Microsoft Office Suite skills

• Highly organised and methodical

• Excellent Customer Service skills with calm and professional approach

Where you’ll be:

• This role will be based out of our Solihull office.

• This role will be fully on-site

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