Customer Experience Assistant

5 months ago

Sheffield, United Kingdom Veezu Full time

Veezu are currently looking for a **Customer Experience Assistant** in **Sheffield **to join our growing team This is an exciting opportunity to join a fast growing and award-winning company, on a full-time, permanent basis.

**Who are Veezu?**

Veezu is the UK’s #1 hyperlocal, multi region private vehicle hire provider. We provide efficient, safe and easy ways for people to travel, combining the reliable knowledge of experienced local Driver Partners with advanced consumer technology. Focused on local passenger needs we deliver over 1.5 million journeys per month, keeping our towns and cities moving safely and efficiently.

Not only does Veezu create amazing journeys for our customers, but we also strive to ensure that our colleagues have amazing journeys in their careers.
- **Veezu Values, because we**:_
- Do the right thing._
- Make it simple._
- Are bold. Think differently._
- Together, we create amazing journeys._

**What can you expect as a Customer Experience Assistant?**

**WORKING HOURS**

This is a part time role, working 46 hours per week.
- Wednesday18:00 - 06:00
- Thursday 18:00 - 06:00
- Friday 18:00 - 06:00
- Saturday 18:00 - 06:00

**During your journey as a Customer Experience Assistant, you will**
- Manage existing bookings and make sure they can be fulfilled.
- Manage advanced bookings and make sure this is checked regularly for any extra bookings taken.
- Create a great customer experience by checking vehicles in the area and support drivers and riders where needed.
- For long distance journeys you must work with the rider to secure pre-payment by using the online booking system.
- Work with local schools and drivers to assist in the safe travel of students.
- Support the callcentre team to resolve any driver or rider queries when required.
- Provide on the job training to support the callcentre team with company protocols and call handling when required.
- Work to company values and treat riders and drivers as you would wish to be, by being polite and courteous at all time.
- Be helpful and efficient always, developing positive customer relationships.
- Have great attention to detail and understand the importance of using the dispatch system correctly to achieve the best rider experience.
- Have an ability to ask the right questions to ascertain the rider’s needs.
- Monitor, coach and mentor call centre staff from all sites to enable the best rider and driver experience.
- Have great written and verbal communications skills and understand the importance of information sharing for a smoother service.
- Guide drivers and riders through the lost property process where appropriate.
- Work closely with account customers to ensure great customer service.

**Our expectations of you**
- Customer Service experience
- Excellent communication skills
- Computer literate (Microsoft Word, Outlook, Excel)
- Motivated and able to act proactively and independently
- Have good administration and organisation skills
- The ability to multi-task
- The ability to remain calm and professional when working under pressure

**Employee Benefits**:

- 28 days paid annual leave
- Workplace Pension
- Access to our employee perks, wellness & recognition platform provided via ‘Perk Box’
- Employee Assistance Programme: access to a 24/7 helpline providing employees and their partner and dependants with professional support, guidance and counselling when they need it the most.
- Learning & development opportunities to help you progress in your career

**Job Type**: Part-time
Part-time hours: 35 per week

**Benefits**:

- Company events
- Company pension
- Gym membership

Schedule:

- 12 hour shift
- Every weekend
- Night shift

Work Location: In person

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