Complaints Handler

veezu; Cardiff; Hybrid; GBP 12,000 - 18,000; Part time

Job summary

Veezu is seeking a Passenger Experience Executive for a part-time role (16 hours weekly) to drive complaint resolution and uphold the brand with exceptional customer service. The position supports flexible attendance across Veezu office locations, with key hours Mon 09:00-15:00, Wed 09:00-14:00, and Fri 09:00-14:00.

Responsibilities include managing expectations, investigating complaints thoroughly, keeping customers informed, and reporting trends to improve the passenger experience.

Qualifications

• Excellent customer service skills with strong written and verbal communication.
• Highly organised and self-motivated.
• Numerate with strong analytical skills and attention to detail.
• Ability to work individually or as part of a team.
• Willingness to develop within the role.
• The ability to prioritise workload and multi-task when required.
• Confident using Microsoft Office suite.

Responsibilities

• Deliver a high level of customer service, including management of customer expectations.
• Ensure all complaints are acknowledged and resolved efficiently and in a timely manner.
• Keep service users informed throughout the complaints process.
• Conduct full investigations into complaints raised.
• Collaborate with the team to report on complaints and identify trends.
• Suggest areas of improvement to reduce complaints and enhance passenger experience.
• Escalate higher level complaints to senior management when necessary.
• Maintain clear communication with customers and other parties via written, phone, and verbal channels.
• Work with third parties and other departments to source information and ensure accuracy.

Skills

Customer service

Organised

Analytical

Teamwork

Development minded

Prioritisation

MS Office

Tools

Microsoft Office

Job description

Your role at Veezu:

As a Passenger Experience Executive, you will drive the resolution of complaints and uphold the Company brand by providing exceptional customer service. You will ensure that all complaints are acknowledged in a timely manner, keeping customers informed throughout the resolution process.

Please note: this is a part-time position at 16 hours per week. We are trying to fill gaps Mon 09:00-15:00 / Wed & Fri 09:00-14:00.

Who are Veezu?

Veezu is the UK's fastest growing taxi and private hire technology business operating across hundreds of UK towns and cities. We are a tech-driven on-demand mobility service that supports our hyper-local communities, helping them thrive and so much more!

What you'll do:

• Deliver a high level of customer service, including the careful management of service user expectations.
• Ensure all complaints are acknowledged and resolved efficiently and in a timely manner.
• Ensure service users are kept informed throughout the complaints process, as necessary.
• Conduct full and thorough investigations into any complaints raised.
• Work collaboratively with the team to report on complaints and provide feedback on trends and patterns of complaints.
• Continually suggesting areas of improvement to reduce complaints and to improve the passenger experience.
• Escalate higher level complaints to senior management, as necessary.
• Maintain strong lines of communication with service users and other parties as appropriate, using various channels of communication (i.e., written, telephonic and verbal).
• Work collaboratively with third parties and other departments to source further information and provide a consistently high level of accuracy and attention to detail when investigating complaints.
• Ensure records are up to date and maintained at all times.
• Ensure fair treatment of customers, passengers, Driver Partners and colleagues and act in a professional manner at all times.
• Follow information security policies and procedures.
• Ensure legal and contractual compliance.
• Maintain regular consistent and professional attendance, punctuality, personal appearance, and adherence to relevant health & safety procedures.
• Ensure completion of all mandatory training.
• Be willing to support other business areas as needed.
• Adhere to company policies and procedures.
• Ensure that customer, passenger, Driver Partner and colleagues' information is safeguarded at all times, in line with the General Data Protection Regulation (GDPR).
• Maintain information security to a recognised required standard in line with business needs
• Follow information security policies and procedures.
• Be committed to maintaining our ISO27001 certification and set high standards for Information Security compliance.

What you'll need:

• Excellent customer service skills, with strong written and verbal communication.
• Highly organised and self-motivated.
• Numerate with strong analytical skills and attention to detail.
• Ability to work individually or as part of a team.
• Willingness to develop within the role.
• The ability to prioritise workload and multi-task when required.
• Confident using Microsoft Office suite.

Where you'll be:

The role is flexible on location with a requirement to attend meetings at Veezu office locations across the country as needed.

Veezu is committed to fair and inclusive recruitment, welcoming applications from all backgrounds, experiences, and communities.