Team Leader

Veezu are currently looking for an experienced Team Leader to join our Journey Booking Contact Centre in our brand new, Cardiff office on a full time, permanent basis

This is an exciting opportunity to join our fast growing and award-winning company; the successful applicant will be joining the Veezu Group during a period of real development and sustained growth. Our Journey Booking Centres are where many amazing journeys start.

With a focus on people management and ensuring high standards of customer service delivery, our Team Leaders ensure that a smooth, effective and efficient operation is maintained within our Contact Centres. The Contact Centre receives inbound calls only and does not involve selling products or services.

**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 its passengers, 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._

**What can you expect as a Team Leader?**

**WORKING PATTERN**:
**Monday **14:00 - 22:00

**Tuesday **14:00 - 22:00

**Wednesday** 11:00 - 19:00

**Saturday **06:00 - 14:00

**Sunday **06:00 - 14:00
- 8 hour shifts
- 40 hours per week
- Morning / Afternoon day working

**During your journey as a Team Leader, you will**
- Monitor, organise, coach and inspire your team on a day-to-day basis.
- Liaise with the Operations Management team and the Training & Quality team in all aspects of people management to support and to drive performance and effectively support any training requirements employees may need, and to ensure that all staff training is up to date.
- Proactively monitor the attendance, performance & development of your team, utilising the tools and documents available, to ensure that agreed standards are met and KPI targets are delivered.
- Ensure the Journey Booking Centre is resourced effectively, utilising additional capacity when required and ensuring that lone working is avoided where possible.
- Support the Journey Booking Centre during busy periods by responding promptly and courteously to telephone bookings, capturing accurate information and processing this in an efficient manner.
- Collate & update reports to help measure the Journey Booking Centre’s performance & improvement needs.

**Our expectations of you**
- Previous supervisory experience is essential in a Team Leader / Supervisor / Assistant Manager role.
- Excellent customer service & people management skills
- Attention to detail.
- A positive, upbeat attitude and strong interpersonal skills.
- Excellent written and verbal communication skills.
- Good time management and organisational 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 and 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.
- Lead by example and inspire others.

**Employee Benefits**:

- 30 days paid annual leave
- Weekly pay
- Workplace Pension
- Life Assurance
- Enhanced sick pay
- Access to Private Medical Insurance provided by BUPA
- New, modern city-centre office location with access to free snacks and drinks and organised social events.
- Access to our employee perks, wellness & recognition platform provided via 'Perk Box', which includes high street discounts at shops, restaurants + much more
- 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

**At Veezu we believe in creating amazing journeys for all our colleagues. To start your journey with us, click ‘apply’ now**
- *Permanent employment is conditional on having a satisfactory DBS check. You will therefore be asked to disclose any unspent convictions during the recruitment process. If you start employment with us, you will be asked to engage in the formal DBS checking process._

**Job Types**: Full-time, Permanent

**Salary**: £13.50 per hour

Expected hours: 40 per week

**Benefits**:

- Canteen
- Company events
- Company pension
- Discounted or free food
- Health & wellbeing programme
- Private medical insurance
- Sick pay
- Store discount