Head of Passenger Experience & Complaints (Hybrid)

Veezu; Portsmouth; Híbrido; GBP 45.000 - 60.000; Jornada completa

Descripción de la vacante

Veezu, the UK's fastest growing taxi and private hire technology business, seeks a Passenger Experience Lead to oversee the end-to-end complaints process, driving fair, timely resolutions and continuous improvements across the business. You will lead the Passenger Experience team to investigate concerns and coordinate with operations to enhance the passenger journey.

This hybrid role involves reporting to the Director of Operational Compliance and Complaints, developing metrics, providing

Formación

• Experience in complaints handling or passenger service management.
• Ability to investigate high-risk, complex, or escalated complaints.
• Proven track record in leading and developing teams.
• Strong written and verbal communication with proven stakeholder influence.

Responsabilidades

• Lead and manage the Passenger Experience Team.
• Oversee the end-to-end complaints process across regions.
• Investigate high-risk or sensitive passenger complaints.
• Ensure complaints are resolved within agreed service levels and quality standards.
• Review complaint outcomes for consistency, fairness and accuracy.
• Act as escalation point for complex passenger concerns.
• Lead ongoing development and optimisation of Intercom and other systems.
• Identify opportunities to improve processes, automation, reporting and passenger journeys.

Conocimientos

Complaint handling

Team leadership

Investigation

Stakeholder influence

Analytical skills

Communication

Intercom proficiency

Microsoft Office

Herramientas

Intercom

Descripción del empleo

Veezu, the UK's fastest growing taxi and private hire technology business, seeks a Passenger Experience Lead to oversee the end-to-end complaints process, driving fair, timely resolutions and continuous improvements across the business. You will lead the Passenger Experience team to investigate concerns and coordinate with operations to enhance the passenger journey.

This hybrid role involves reporting to the Director of Operational Compliance and Complaints, developing metrics, providing