Complaints Handler

Your role at Veezu: As a Passenger Experience Executive, you will drive the resolution of complaints and uphold the Company brand by providing exceptional customer service. You will ensure that all complaints are acknowledged in a timely manner, keeping customers informed throughout the resolution process. Please note: this is a part-time position at 16 hours per week. We are trying to fill gaps Mon 09:00–15:00 / Wed & Fri 09:00–14:00. 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! What you’ll do: - Deliver a high level of customer service, including the careful management of service user expectations. - Ensure all complaints are acknowledged and resolved efficiently and in a timely manner. - Ensure service users are kept 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 and patterns of complaints. - Continually suggesting areas of improvement to reduce complaints and to improve the passenger experience. - Escalate higher level complaints to senior management, as necessary. - Maintain strong lines of communication with service users and other parties as appropriate, using various channels of communication (i.e., written, telephonic and verbal). - Work collaboratively with third parties and other departments to source further information and provide a consistently high level of accuracy and attention to detail when investigating complaints. - Ensure records are up to date and maintained at all times. - Ensure fair treatment of customers, passengers, Driver Partners and colleagues and act in a professional manner at all times. - Follow information security policies and procedures. - Ensure legal and contractual compliance. - Maintain regular consistent and professional attendance, punctuality, personal appearance, and adherence to relevant health & safety procedures. - Ensure completion of all mandatory training. - Be willing to support other business areas as needed. - Adhere to company policies and procedures. - Ensure that customer, passenger, Driver Partner and colleagues’ information is safeguarded at all times, in line with the General Data Protection Regulation (GDPR). - Maintain information security to a recognised required standard in line with business needs - Follow information security policies and procedures. - Be committed to maintaining our ISO27001 certification and set high standards for Information Security compliance. What you’ll need: - 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. Where you’ll be: - The role is flexible on location with a requirement to attend meetings at Veezu office locations across the country as needed. Veezu is committed to fair and inclusive recruitment, welcoming applications from all backgrounds, experiences, and communities.