Shift Manager

Your role at Veezu:

The Shift Manager will oversee daily operations, manage and mentor agents, ensuring high performance and adherence to KPIs. They will handle escalations, streamline processes, and foster a positive work environment. A strong focus on quality service, team engagement, and operational efficiency is essential for success in this role.

This role plays a crucial role in improving passenger experience by ensuring prompt and effective resolution of passenger or driver partner inquiries and complaints. By mentoring agents to provide high-quality service, the shift manager reduces complaint resolution time and improves first-contact resolution rates. Their ability to streamline processes and handle escalations efficiently leads to a significant reduction in complaints, enhancing overall passenger and driver partner satisfaction.

Who are Veezu?

Veezu is the UK's fastest growing taxi and private hire technology platform 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!

• Lead, manage and motivate the team to ensure that objectives are achieved and the performance of individuals within the team is monitored and continuously improved.
• Take responsibility for understanding, meeting and exceeding your objectives, KPIs and targets.
• Motivate a team of Booking & Dispatch Executives to ensure they achieve their objectives, KPIs and targets.
• Create an outstanding results focused culture that balances passenger and Driver Partner retention and growth with achievement of commercial targets.
• Plan and organise training and ongoing coaching to your team to ensure that the highest standards of bookings, customer service, satisfaction and care are met.
• Regularly support team members by sitting in, call listening and coaching.
• Ensure that all Team members have performance targets, PDPs, regular 1:1 meetings and performance discussions.
• Work with your Manager to ensure that you have access to appropriate performance reports and metrics. Review these regularly and proactively communicate up and down the line any variances to targets and next step actions.
• Drive a culture that is both fun and professional by designing and implementing motivational activities which will both support delivery of performance targets and support job satisfaction.
• Ensure that the team is organised effectively and that rosters are planned and communicated; find solutions for shortages and gaps.
• Actively manage attendance, overtime, timekeeping, holidays, sickness and any other absence through accurate record keeping and the following of all company procedures related to these aspects.
• Take proactive steps as required relating to any performance or disciplinary issues by resolving day to day issue in line with company procedure, having constructive conversations and/ or escalating with suggested solutions to your Manager.
• Attend regular performance meetings with Management; bringing your ideas for improvement and supporting in relevant improvement initiatives and projects.
• Liaise with other departments such as Pricing and Commercial, Driver Partner Experience, Passenger Experience, I.T & HR to ensure issues are resolved efficiently and within agreed SLAs.
• Identify opportunities to reduce unnecessary contact, improve policies and processes, increase sales and/ or improve the customer, passenger and Driver Partner experience and feed these back to your Manager.
• Seek to support passengers, customers, and Driver Partners to self-serve wherever possible.

• Be objective, fair, ethical, and consistent in leadership and management.
• Get to know your colleagues at a professional level & understand what makes a high performer and a high performing team.
• Assist with recruitment and development of high caliber individuals who are resilient and who have the potential to live our values.
• Support the implementation of induction and plan and oversee any buddying support using the L&D function.
• Inspire, engage, and empower teams and individuals to live our values and to understand the…