Passenger Experience Specialist - Part Time

Veezu; Shrewsbury; Hybrid; GBP 17,000 - 22,000; Part time

Job summary

Veezu, the UK’s fastest growing taxi and private hire technology business, is hiring a Passenger Experience Executive in the United Kingdom. This part-time role (16 hours per week) focuses on resolving complaints and upholding the Veezu brand through exceptional customer service.

You will acknowledge complaints promptly and keep customers informed during resolution. The position supports flexible location with meetings at Veezu office locations 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, managing service user 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 trends.
• Suggest improvements to reduce complaints and improve passenger experience.
• Escalate higher level complaints to senior management as needed.
• Maintain clear communication with service users and other parties via written, phone, and verbal channels.
• Work with third parties and other departments to gather information for accurate investigations.
• Ensure records are up to date and maintained at all times.
• Ensure fair treatment of customers, drivers, passengers, and colleagues; act professionally.
• Follow information security policies and procedures.
• Ensure legal and contractual compliance.
• Maintain consistent attendance, punctuality and appearance; adhere to health & safety procedures.
• Complete all mandatory training.
• Be willing to support other areas as needed.
• Adhere to company policies and GDPR guidelines.
• Maintain ISO27001 information security standards.

Skills

Customer service

Written communication

Verbal communication

Organisational skills

Analytical skills

Teamwork

Multitasking

Microsoft Office

Tools

Microsoft Office

Job description

Veezu, the UK’s fastest growing taxi and private hire technology business, is hiring a Passenger Experience Executive in the United Kingdom. This part-time role (16 hours per week) focuses on resolving complaints and upholding the Veezu brand through exceptional customer service.

You will acknowledge complaints promptly and keep customers informed during resolution. The position supports flexible location with meetings at Veezu office locations across the country as needed.