Dispatcher

Dispatcher Veezu is the UK's fastest growing taxi and private hire technology platform operating across hundreds of UK towns and cities. Join us to dispatch bookings efficiently, ensuring passengers are transported on time and Driver Partners have a great experience. Your Role As a Dispatcher in our Journey Booking Centre, you will work with Driver Partners and external JBC Partners to maximise completion rates and keep passengers updated. Shift Patterns 6:00am - 6:00pm, 36 hours a week, rota basis 6:00am - 6:00pm, 36 hours a week, rota basis 6:00pm - 6:00am, 48 hours a week, rota basis Quality Delivery and Continuous Improvement Develop a deep knowledge and understanding of the local Driver Partner community – their needs, concerns and behaviours, becoming someone they trust. Take responsibility for understanding, meeting and exceeding your objectives and set KPIs. Allocate and dispatch journeys on the Dispatch booking system, communicating positively, politely, professionally and precisely with Driver Partners via the messaging service or telephone when required. Manage passenger demand to ensure bookings run on time, using the zone controller tool and wait time wallboard (if applicable) effectively; provide delay feedback to Offshore Booking as required. Arrange bookings for walk‑in passengers where applicable at regional hubs. Liaise with off‑shore partners regarding passenger queries and bookings. Respond to Driver Partner alerts and queries via telephone or Dispatch driver chat in a timely, courteous, and professional manner. Assist Driver Partners with complex queries or direct them to the Driver Partner portal and/or messaging service. Demonstrate excellence in handling passenger bookings, especially for high‑value commercial account journeys and passenger care queries. Ensure specific or set instructions for account customer journey bookings are communicated and processed accordingly. Ensure service delivery to commercial account customers is efficient and well managed at all times. Keep transferring of calls to a minimum and avoid blind transferring. Utilise Slack channels, Dispatch messaging and other relevant internal communication channels throughout your shift to receive any relevant business and/or operational updates. Liaise with other departments such as Veezu Commercial and Veezu IT to resolve issues efficiently and within agreed SLAs. Identify opportunities to reduce unnecessary contact, improve policies and processes, increase sales and/or improve the passenger experience and feed these into your Team Manager. Seek to support passengers, account customers and Driver Partners to self‑serve wherever possible. Process all cash, card, account and app bookings in accordance with company procedures. Encourage the use of AirPay or a Driver Partner’s in‑car payment machine to reduce call time wherever possible. Manage and keep the zone controller accurate (if applicable) and up to date throughout the shift so that the right information can be provided to Passengers and bookings can be optimised. Self‑Development and Compliance Ensure completion of all mandatory training. Manage your own self‑development to improve knowledge. Proactively prepare for 1:1 meetings and appraisals with Team Manager or JBC 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. Ensure legal and contractual compliance. Maintain regular, consistent and professional attendance, punctuality, personal appearance, and adherence to relevant health & safety procedures. Be willing to support other business areas as needed. Adhere to company policies and procedures. Ensure that customer, passenger, Driver Partner and colleague information is safeguarded at all times, in line with GDPR. Be committed to maintaining our ISO27001 certification and set high standards for Information Security compliance. Maintain information security to a recognised required standard in line with business needs. What You’ll Need Ability to deliver excellent customer service. Confidence in speaking to people on the phone. Strong computer skills, including using multiple software platforms collaboratively. Excellent listening and communication skills. Professional and committed. Ability to deal with challenging customer service situations. Ability to work in a fast‑paced environment. Ability to multitask and work under pressure. Ability to work independently and as part of a team. Flexibility to work outside of standard working hours. Excellent accuracy and attention to detail. Where You’ll Be This role will be based out of our Cardiff office. Veezu is committed to fair and inclusive recruitment, welcoming applications from all backgrounds, experiences, and communities. #J-18808-Ljbffr