Dispatcher

Overview of the Role

As a Dispatcher within Veezu's Journey Booking Centre based in Sheffield, you will collaborate closely with Driver Partners and external partners to ensure bookings are assigned efficiently, guaranteeing timely passenger transport. Your focus will be on optimizing Driver Partner completion rates by effectively managing incoming dispatch bookings and maintaining clear communication.

Key Responsibilities

• Establish thorough knowledge of local Driver Partner community needs and behaviors, building trustful relationships.
• Take ownership of achieving and surpassing individual objectives and KPIs.
• Allocate and dispatch rides using the dispatch booking system, communicating clearly and professionally through messaging and telephone.
• Balance passenger demand to keep trips on schedule, effectively utilizing zone controller and wait time tools, and report delays to offshore teams.
• Coordinate walk-in passenger bookings at regional hubs when applicable.
• Work closely with offshore partners to manage passenger inquiries and bookings.
• Respond promptly and professionally to Driver Partner alerts and queries via phone or chat.
• Assist Driver Partners with complex issues or direct them to appropriate self-service portals.
• Handle passenger bookings with excellence, especially for premier commercial accounts and passenger care.
• Ensure account-specific journey instructions are followed accurately.
• Maintain efficient service delivery for commercial account customers at all times.
• Minimize call transferring and avoid blind transfers to maintain service quality.
• Use internal communication channels such as Slack and Dispatch messaging for updates throughout shifts.
• Coordinate with other departments including Commercial and IT to resolve issues swiftly within agreed service levels.
• Identify improvements to reduce unnecessary contacts, enhance policies, increase sales, and improve passenger experience, reporting ideas to management.
• Promote self-service options for passengers, accounts, and Driver Partners.
• Process all booking transactions—including cash, card, account, and app payments—in line with company guidelines.
• Encourage use of AirPay or in-car payment systems to reduce call duration.
• Maintain accurate and up-to-date zone controller information throughout shifts for optimal booking management.

Self-Development and Compliance

• Complete all mandatory training requirements.
• Continuously improve personal knowledge and skills.
• Prepare proactively for one-to-one meetings and appraisals with managers.
• Embody company values, foster community spirit, and engage constructively to improve processes and culture.
• Maintain ethical, fair, consistent, and professional conduct towards customers, colleagues, and Driver Partners.
• Adhere strictly to legal, contractual, and internal company policies, including health and safety procedures.
• Support business areas beyond own role when needed.
• Protect personal data according to GDPR standards and contribute to maintaining ISO27001 information security certification.
• Keep information security standards in line with organisational requirements.

Required Skills and Attributes

• Exceptional customer service aptitude.
• Confidence and clarity when communicating over the phone.
• Proficient computer skills with experience handling multiple software applications simultaneously.
• Strong listening and verbal communication abilities.
• Professionalism and dedication.
• Capability to effectively manage difficult customer service situations.
• Thrives in fast-paced, high-pressure environments.
• Excellent multitasking and independent work abilities, while also functioning well within a team.
• Flexible availability including outside standard hours.
• High attention to detail and accuracy.

Location

This full-time position is based at Veezu’s Sheffield hub.

Diversity and Inclusion

Veezu embraces fair and inclusive hiring practices and encourages candidates from all backgrounds and experiences to apply.