Passenger Experience Manager

Veezu; Shrewsbury; Hybrid; GBP 65,000 - 75,000; Full time

Job summary

Veezu is seeking a strategic leader to oversee the Passenger Experience & Complaints function, driving fair, timely resolutions and continuous improvements across the business. You will lead investigations, manage escalations and collaborate with operations to enhance the passenger journey.

You will own reporting on complaints, trends and root causes, while coaching a team and refining processes and systems such as Intercom to raise passenger satisfaction.

Qualifications

• Experience handling complaints and resolving passenger issues with fairness.
• Proven ability to manage escalated complaints and lead teams.
• Strong investigative, analytical and problem-solving skills.
• Excellent written and verbal communication; stakeholder influence.
• Detail-oriented with ability to work across multiple teams.

Responsibilities

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

Skills

Complaint handling

Team leadership

Investigation

Analytical thinking

Communication

Stakeholder management

Microsoft Office

Intercom experience

Tools

Intercom

CRM tools

Microsoft Office Suite

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.

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.