Driver Operations Executive

FREE NOW; London; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

Join a leading mobility company as an Operations Executive in London, where you'll support and engage with drivers on the FREENOW platform. This hybrid role involves onboarding drivers, gathering feedback, and collaborating across departments to enhance service quality. Enjoy flexible working arrangements and a diverse team culture.

Benefits

Flexible working arrangements

LinkedIn Learning access

Sabbatical and special leave policies

Health Insurance

Mobility Credit

Qualifications

• 6 months to 1 year experience in an operational or customer-facing role.
• Experience in the ride-hailing industry is a bonus.
• Excellent written and verbal communication skills.

Responsibilities

• Provide excellent and personalized support to drivers.
• Engage with drivers to gather feedback and improve service.
• Implement driver engagement campaigns.

Skills

Customer Service

Relationship Building

Problem Solving

Data-Driven Decision Making

Communication

Tools

ZenDesk

Slack

GSuite

Job description

Location: Come and join us in London

FREENOW empowers smarter mobility decisions, helping people to move freely and cities to thrive.

This exciting customer-facing role, assisting the Senior Operations Manager, aims to develop, manage, and build relationships with our most important customers - our drivers. In this role, you will ensure that drivers using the FREENOW platform offer the best quality of service by identifying, proposing new ideas, and actioning various driver behaviors. You will strive to deliver a superior level of service to drivers via the FREE NOW App, enabling them to provide excellent service to passengers.

Be ready to work in a multinational, diverse, highly motivated, and collaborative team of passionate Operations Executives who strive for excellence and enjoy having fun. Are you ready for your next ride?

This role is hybrid, requiring a minimum of 3 days per week in our London office, with a 12-month duration starting July 15th.

YOUR DAILY ADVENTURES WILL INCLUDE:

1. Being the first point of contact for drivers, providing excellent and personalized support through calls and face-to-face visits.
2. Onboarding drivers, including those with zero-emission vehicles, ensuring accuracy and high-quality face-to-face service.
3. Driver Outreach: engaging with drivers on the streets of London to gather feedback, improve engagement, and increase FREENOW's visibility among the London Black Cab community.
4. Collaborating across departments to promote FREENOW's strategy among existing drivers.
5. Implementing driver engagement campaigns to enhance performance.
6. Supporting additional projects such as driver quality and engagement follow-ups, deployment of in-car advertisements, driver app improvements, bug reporting, testing, and market analysis.

Our Tools/Core Competences: ZenDesk, Calendly, JotForm, Workday, Slack, GSuite

TO BE SUCCESSFUL IN THIS ROLE:

• 6 months to 1 year experience in an operational or customer-facing role; experience in the ride-hailing industry is a bonus.
• You are a relationship-builder, enjoy meeting new people, and can quickly understand how to work effectively with others.
• A passion for leveraging AI tools and identifying automation opportunities to streamline workflows and improve efficiency.
• Excellent customer service and organizational skills, with an eye for detail and a problem-solving mindset.
• Proactive, personable, confident, and adaptable in communication with diverse characters.
• Outgoing and highly engaging, capable of energizing others and building rapport quickly.
• Comfortable working with datasets and making data-driven decisions.
• Excellent written and verbal communication skills.

BENEFITS & PERKS IN A NUTSHELL:

• Flexible working arrangements
• LinkedIn Learning access
• Sabbatical and special leave policies
• WeRoad partnership
• Birthday, 24th & 31st December off
• Short-term EU work policy
• Mobility Credit
• Health Insurance
• Employee assistance program

Plus more local benefits depending on your work location!

DIVERSITY, EQUITY & INCLUSION:

FREENOW is an equal opportunity employer. We consider qualified applicants regardless of race, religion, national origin, gender, gender identity, sexual orientation, disability, or age.
We encourage you to grow and evolve, and to bring your true self to work.

WHAT OUR COLLEAGUES SAY ABOUT US:

ABOUT FREENOW:

FREENOW is the Mobility Super App with the largest vehicle choice for consumers across Europe. With over 54 million users in 16 markets and in more than 170 cities, users can move freely from A to B by accessing a wide range of mobility options within one app.

Through the integration of mobility brands and payment services, users can book taxis, private hire vehicles, car sharing, or micro-mobility options like eScooters, eMopeds, and eBikes. FREENOW aims to make urban mobility more efficient and sustainable without increasing street congestion.