Dispatcher

About the Role

As a Dispatcher at Veezu's Journey Booking Centre, you will collaborate with Driver Partners and external JBC Partners to efficiently allocate bookings, ensuring timely passenger transport. Your focus will be on maximising Driver Partner completion rates through streamlined dispatch processes and strong communication.

Key Responsibilities

• Develop thorough understanding of the local Driver Partner network, earning their trust by addressing their needs and concerns.
• Take ownership of achieving and surpassing set objectives and key performance indicators.
• Use the Dispatch booking system to allocate and manage journeys while maintaining professional communication with Driver Partners via messaging and telephone.
• Balance passenger demand to ensure timely booking fulfillment, using tools like the zone controller and wait time wallboard effectively, reporting delays to Offshore Booking when necessary.
• Coordinate bookings for walk-in passengers at regional hubs as appropriate.
• Collaborate with offshore partners to manage passenger queries and bookings efficiently.
• Respond promptly and courteously to Driver Partner alerts and questions through telephone or Dispatch driver chat.
• Assist with complex Driver Partner issues and guide them in using the Driver Partner portal and messaging service.
• Handle passenger bookings with excellence, focusing especially on high-value and commercial accounts and accompanying passenger care queries.
• Ensure adherence to specific instructions for commercial account journeys and maintain effective service delivery at all times.
• Minimise call transfers and avoid blind transfers among calls.
• Stay informed via Slack, Dispatch messaging, and other internal communication platforms for business and operational updates.
• Work closely with departments such as Veezu Commercial and IT to resolve issues within agreed service level agreements.
• Identify and suggest improvements to reduce unnecessary contact, enhance policies and processes, boost sales, and improve passenger experiences.
• Encourage self-service among passengers, account customers, and Driver Partners.
• Process cash, card, account, and app bookings according to company protocols.
• Promote use of AirPay and in-car payment devices to reduce call duration.
• Maintain accurate and up-to-date zone controller information throughout shifts to optimise bookings and inform passengers.

Self-Development and Compliance

• Complete all mandatory training requirements.
• Engage proactively in personal development to enhance knowledge.
• Prepare actively for one-on-one meetings and performance appraisals.
• Embody Veezu's values by being ethical, fair, kind, and consistent.
• Contribute positively to community spirit among colleagues and partners.
• Ensure professional conduct with fair treatment of customers, passengers, Driver Partners, and coworkers.
• Maintain legal and contractual compliance at all times.
• Adhere to attendance, punctuality, appearance, and health & safety standards.
• Support other business units as required.
• Follow company policies and protect personal data in line with GDPR.
• Commit to maintaining ISO27001 certification and uphold high information security standards aligned with business needs.

Required Skills and Qualifications

• Proven ability to provide outstanding customer service.
• Confidence and professionalism in telephone communication.
• Strong aptitude for using multiple computer software platforms effectively.
• Excellent listening and verbal communication skills.
• Professional attitude and dedication.
• Capability to handle difficult customer service interactions.
• Aptitude for working efficiently in fast-paced environments.
• Ability to multitask and work effectively under pressure.
• Self-motivated with the ability to work both independently and collaboratively.
• Willingness to work flexible hours beyond the standard schedule.
• High level of accuracy and attention to detail.

Location

This position is based at the Portsmouth office.

Equal Opportunity

Veezu values diversity and inclusion, encouraging applications from all backgrounds and communities.