Passenger Experience Manager

Veezu; Cardiff; Hybrid; GBP 52,000 - 68,000; Full time

Job summary

Veezu is seeking a leader to oversee the end-to-end complaints process, reporting to the Director of Operational Compliance and Complaints. You will head the Passenger Experience team responsible for investigating passenger concerns and driving improvements across the business, ensuring timely, fair resolutions and a high standard of service.

This hybrid role involves collaboration with operational teams, travel to UK hubs as needed, and leveraging Intercom and other systems to track trends,

Qualifications

• Proven experience handling complaints and resolving passenger issues.
• Experience leading or managing teams within a service or transport environment.
• Strong investigative, analytical and communication skills.

Responsibilities

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

Skills

Complaints handling

Passenger resolution

Team leadership

Investigation

Analytical skills

Written & verbal communication

Stakeholder influence

Attention to detail

MS Office

Intercom

Passenger service platforms

Transport/mobility experience

Tools

Intercom

MS Office

Job description

Your role at Veezu:

Reporting directly to the Director of Operational Compliance and Complaints, you will be responsible for overseeing the end-to-end complaints process, ensuring passengers receive fair, timely and professional resolutions while driving continuous improvements across the business. You will lead the Passenger Experience team responsible for investigating passenger concerns, managing escalated complaints, identifying trends and working with operational teams to improve the overall passenger journey.

Who are Veezu?

Veezu is the UK's fastest growing taxi and private hire technology business operating across hundreds of UK towns and cities. We are a tech-driven on-demand mobility service that supports our hyper-local communities, helping them thrive and so much more!

Key Responsibilities:

Passenger Experience & Complaints

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

Reporting & Continuous Improvement

• Produce regular reports on complaint volumes, trends and root causes.
• Analyse passenger feedback and identify opportunities to improve the passenger experience.
• Work with operational teams to reduce recurring complaints
• Monitor complaint performance metrics and team productivity.
• Provide recommendations to senior stakeholders based on passenger insights and emerging trends.
• Support business initiatives aimed at improving passenger satisfaction and retention.

Team Leadership

• Coach, develop and support Passenger Experience Executives.
• Conduct regular quality reviews and performance discussions.
• Support recruitment, onboarding and training of new team members.
• Ensure processes, guidance and knowledge resources remain up to date.

Skills & Experience Required

• Proven experience in complaints handling, passenger resolution or passenger service management.
• Experience managing complex or escalated complaints.
• Experience leading or managing teams.
• Strong passenger focus with the ability to balance empathy and commercial decision-making.
• Excellent investigation, analytical and problem-solving skills.
• Strong written and verbal communication skills.
• Ability to influence stakeholders and drive positive outcomes.
• High level of attention to detail and organisational skills.
• Ability to work independently and collaboratively across multiple teams.
• Proficiency in Microsoft Office Suite.
• Experience using passenger service platforms such as Intercom or similar systems is desirable.
• Experience within transport, mobility, passenger operations or regulated environments is desirable.

Where you’ll be:

This role will be hybrid, with the expectation that you will travel to and work from our hubs across the UK as and when needed for the proper performance of your role.

Veezu is committed to fair and inclusive recruitment, welcoming applications from all backgrounds, experiences, and communities.