Part-Time Passenger Experience Executive (Complaints)

Veezu; Shrewsbury; Hybrid; GBP 12,398,000 - 24,797,000; Part time

Job summary

Veezu is seeking a Passenger Experience Executive to drive the resolution of complaints and uphold the company brand by delivering exceptional customer service. The role supports customers across the UK on a 16-hour part-time schedule, with fixed hours Mon 09:00–15:00 and Wed & Fri 09:00–14:00, and a requirement to attend meetings at Veezu office locations as needed.

You will thoroughly investigate complaints, keep customers informed throughout the process, escalate where appropriate, and

Qualifications

• Excellent customer service skills with strong written and verbal communication.
• Highly organised and self-motivated, able to manage multiple tasks.
• 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 and learn new skills.
• Able to prioritise workload and multi-task when required.

Responsibilities

• Deliver a high level of customer service and manage service user expectations.
• Acknowledge and resolve all complaints efficiently and timely.
• Keep service users informed throughout the complaints process.
• Conduct full investigations into complaints raised.
• Collaborate with the team to report trends and improvements.
• Escalate higher level complaints to senior management as needed.
• Maintain clear communication with customers and third parties.
• Ensure records are up to date and protect customer data.

Skills

Excellent customer service

Highly organised

Numerate with analytical skills

Teamwork & collaboration

Willingness to develop

Prioritise & multi-task

Microsoft Office proficient

Tools

Microsoft Office

Job description

Veezu is seeking a Passenger Experience Executive to drive the resolution of complaints and uphold the company brand by delivering exceptional customer service. The role supports customers across the UK on a 16-hour part-time schedule, with fixed hours Mon 09:00–15:00 and Wed & Fri 09:00–14:00, and a requirement to attend meetings at Veezu office locations as needed.

You will thoroughly investigate complaints, keep customers informed throughout the process, escalate where appropriate, and