Part-Time Complaints & Customer Experience Exec

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

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.