Shift Manager

Your role at Veezu:

The Shift Manager will oversee daily operations, manage and mentor agents, ensuring high performance and adherence to KPIs. They will handle escalations, streamline processes, and foster a positive work environment. A strong focus on quality service, team engagement, and operational efficiency is essential for success in this role.

This role plays a crucial role in improving passenger experience by ensuring prompt and effective resolution of passenger or driver partner inquiries and complaints. By mentoring agents to provide high-quality service, the shift manager reduces complaint resolution time and improves first-contact resolution rates. Their ability to streamline processes and handle escalations efficiently leads to a significant reduction in complaints, enhancing overall passenger and driver partner satisfaction.

Who are Veezu?

Veezu is the UK's fastest growing taxi and private hire technology platform 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: 

PERFORMANCE MANAGEMENT 

• Lead, manage and motivate the team to ensure that objectives are achieved and the performance of individuals within the team is monitored and continuously improved.

• Take responsibility for understanding, meeting and exceeding your objectives, KPIs and targets.

• Motivate a team of Booking & Dispatch Executives to ensure they achieve their objectives, KPIs and targets. 

• Create an outstanding results focused culture that balances passenger and Driver Partner retention and growth with achievement of commercial targets.

• Plan and organise training and ongoing coaching to your team to ensure that the highest standards of bookings, customer service, satisfaction and care are met.

• Regularly support team members by sitting in, call listening and coaching. 

• Ensure that all Team members have performance targets, PDPs, regular 1:1 meetings and performance discussions. 

• Work with your Manager to ensure that you have access to appropriate performance reports and metrics. Review these regularly and proactively communicate up and down the line any variances to targets and next step actions.

• Drive a culture that is both fun and professional by designing and implementing motivational activities which will both support delivery of performance targets and support job satisfaction.

• Ensure that the team is organised effectively and that rosters are planned and communicated; find solutions for shortages and gaps.

• Actively manage attendance, overtime, timekeeping, holidays, sickness and any other absence through accurate record keeping and the following of all company procedures related to these aspects.

• Take proactive steps as required relating to any performance or disciplinary issues by resolving day to day issue in line with company procedure, having constructive conversations and/ or escalating with suggested solutions to your Manager.

• Attend regular performance meetings with Management; bringing your ideas for improvement and supporting in relevant improvement initiatives and projects.

• Liaise with other departments such as Pricing and Commercial, Driver Partner Experience, Passenger Experience, I.T & HR to ensure issues are resolved efficiently and within agreed SLAs.

• Identify opportunities to reduce unnecessary contact, improve policies and processes, increase sales and/ or improve the customer, passenger and Driver Partner experience and feed these back to your Manager.

• Seek to support passengers, customers, and Driver Partners to self-serve wherever possible.

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.