Part-Time Passenger Experience Specialist

Veezu; Cardiff; Hybrid; GBP 10,000 - 14,000; Part time

Job summary

Veezu is recruiting a Passenger Experience Executive to drive the resolution of complaints and uphold the brand by delivering exceptional customer service. You will ensure complaints are acknowledged promptly and keep customers informed throughout the resolution process.

This is a part-time role of 16 hours per week, with shifts Mon 09:00–15:00 and Wed & Fri 09:00–14:00. The position offers location flexibility, with the expectation to attend Veezu office meetings across the country as needed.

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 and manage service user expectations.
• Ensure all complaints are acknowledged and resolved efficiently.
• Keep service users 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.
• Continually suggesting areas of improvement to reduce complaints and improve passenger experience.
• Escalate higher level complaints to senior management, as necessary.
• Maintain strong lines of communication with service users and other parties as appropriate.
• Collaborate with third parties and other departments to source information and provide accuracy in investigations.
• Ensure records are up to date and compliant with GDPR and information security policies.

Skills

Customer service

Organised

Analytical skills

Teamwork

Self-motivated

Prioritisation

MS Office

Job description

Veezu is recruiting a Passenger Experience Executive to drive the resolution of complaints and uphold the brand by delivering exceptional customer service. You will ensure complaints are acknowledged promptly and keep customers informed throughout the resolution process.

This is a part-time role of 16 hours per week, with shifts Mon 09:00–15:00 and Wed & Fri 09:00–14:00. The position offers location flexibility, with the expectation to attend Veezu office meetings across the country as needed.