Service Improvement Executive

Veezu

Your role at Veezu: As a Dispatcher in our Journey Booking Centre, you will work in partnership with Driver Partners and our external JBC Partners to ensure bookings are dispatched efficiently so that passengers are transported on time. You will maximise Driver Partner completion rates through efficient management of the dispatch of inbound bookings and good communication with Driver Partners. Reporting into the Team Manager or JBC Manager, your role will involve optimising Driver Partner and resource capacity, helping our Off-Shore Booking Agents to keep our Passengers updated and giving the Driver Partners a great experience. 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: QUALITY DELIVERY AND CONTINUOUS IMPROVEMENT * Develop a deep knowledge and understanding of the local Driver Partner community - their needs, concerns and behaviours – become someone that they trust. * Take responsibility for understanding, meeting and exceeding your objectives and set KPIs * Allocate and dispatch journeys on the Dispatch booking system, communicating positively, politely, professionally and precisely with Driver Partners via the messaging service/telephone as and when required. * Manage passenger demand to ensure bookings run on time and use the zone controller tool and wait time wallboard (if applicable) effectively. Feedback any delays to Offshore Booking as required. * Arrange bookings for walk-in passengers where applicable at regional hubs. * Liaise with off-shore partners in respect of handling passenger queries and bookings. * Respond to Driver Partner alerts and Driver Partner queries via the telephone and / or Dispatch driver chat in a timely, courteous and professional manner. * Assist Driver Partners with complex queries or directing them to the Driver Partner portal and / or messaging service. * Demonstrate excellence in the handling of passenger bookings, mainly related to our high value and commercial account journeys and passenger care queries * Ensure specific or set instructions for account customer journey bookings are communicated and processed accordingly. * Ensure service delivery to commercial account customers is efficient and well managed at all times. * Ensure transferring of calls is kept to a minimum and avoid blind transferring at all times. * Utilise Slack channels, Dispatch messaging and any other relevant internal communication channels throughout your shift to receive any relevant business and / or operational updates. * Liaise with other departments such as Veezu Commercial, Veezu IT 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 passenger experience and feed these into your Team Manager. * Seek to support passengers, account customers and Driver Partners to self-serve wherever possible. * Process all cash, card, account, and app bookings in accordance with company procedures. * Encourage the use of AirPay / use of a Driver Partner’s in-car payment machine to reduce call time wherever possible. * Manage and keep the zone controller accurate (if applicable) and up to date throughout the shift so that the right information can be provided to Passengers and bookings can be optimised. SELF-DEVELOPMENT AND COMPLIANCE * Ensure completion of all mandatory training. * Manage your own self-development to improve knowledge. * Proactively prepare for 1:1 meetings and appraisals with Team Manager or JBC Manager. * Understand and embody the Veezu values. * Constructively challenge, question, seek to improve, evolve and be kind. * Contribute to a strong community spirit. * Be objective, fair, ethical, and consistent. * Ensure fair treatment of customers, passengers, Driver Partners and colleagues and act in a professional manner at all times. * Ensure legal and contractual compliance. * Maintain regular consistent and professional attendance, punctuality, personal appearance, and adherence to relevant health & safety procedures. * 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). * Be committed to maintaining our ISO27001 certification and set high standards for Information Security compliance. * Maintain information security to a recognised required standard in line with business needs What you’ll need: * Ability to deliver excellent customer service. * Confidence in speaking to people on the phone. * Strong computer skills, including using multiple software platforms collaboratively. * Excellent listening and communication skills. * Professional and committed. * Ability to deal with challenging customer service situations. * Ability to work in a fast-paced environment. * Ability to multitask and work under pressure. * Ability to work independently and as part of a team. * Flexibility to work outside of standard working hours. * Excellent accuracy and attention to detail. Where you’ll be: * This role will be based out of our Sheffield hub. Veezu is committed to fair and inclusive recruitment, welcoming applications from all backgrounds, experiences, and communities.

Veezu

Your role at Veezu: As a Trading Manager you will use data to determine the growth strategies of cities across the UK and play a key role in helping us to grow the business and enhance our market position. Reporting into the VP Marketplace, your role will involve reviewing operational KPI’s, evaluating competitive landscapes, highlighting opportunities, developing and executing innovative strategic plans to grow Veezu cities. 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: * Deep dive locational performance to understand city dynamics and determine opportunities to identify growth opportunities and improve performance. * Develop, co-ordinate and implement trading strategies that capitalise on market insights to drive business growth, working collaboratively with cross functional teams including Brand & Performance Marketing, Passenger & Driver Lifecycle, Driver Partner Experience, Data Science and Legal. * Monitor key performance indicators (KPIs) and metrics to track the effectiveness of trading strategies and initiatives. Providing regular reports on performance trends, opportunities and challenges. * Provide feedback to internal departments on how to improve service delivery to passengers and driver partners. * Present insights and recommendations to stakeholders to support data driven decision making * Ownership and ongoing maintenance of tariffs within Veezu’s internal systems, ensuring accuracy and timely resolution of issues * Maintain accurate and up-to-date records of all tariffs and pricing structures * Act as the subject matter expert for technical queries relating to tariffs and pricing configurations * Support the development, build and testing of pricing strategies and system capabilities with the Data Science Function * Be committed to maintaining our ISO27001 certification and set high standards for Information Security compliance What you’ll need: * Organised and diligent with high attention to detail * Ability to manage tasks methodically, maintain accurate records and ensure work is completed thoroughly and without errors * Strong problem-solving skills, with the ability to interpret market data, identify trends and make data-driven decisions. * Strategic thinker with a results-orientated mindset and a passion for driving innovation and growth. Where you’ll be: * This role is hybrid, with your base being your home address. However, it is expected that you could work from our Cardiff HQ and other locations as necessary for a minimum of 1 day per month Veezu is committed to fair and inclusive recruitment, welcoming applications from all backgrounds, experiences, and communities.

Everfield

About Everfield Everfield buys, builds, and grows European vertical market and specialist software companies, providing them with the tools they need to move to the next level. Our mission is to foster ambition, fuel growth, and unlock opportunities for Europe’s software ecosystem. Companies in the Everfield ecosystem follow a decentralised model, maintaining their team, brand, and offices, while focusing on what they do best - building products and supporting customers. Everfield provides support in talent acquisition, HR, and access to a team of experts in building and growing European B2B SaaS companies who consult on financial and operational topics. Founded in 2022, Everfield has an ecosystem presence in 7 countries, and growing. About Us Motivity is a highly customisable electronic job sheet system used daily by thousands of engineers across the UK and Ireland. With over 200 customers and ambitious growth targets, we are focused on strengthening long-term client relationships, driving product adoption, and identifying opportunities for account growth. Position Overview You will own a portfolio of mid-market service businesses (avg. £5,000 ACV), taking full ownership for retention, renewals, and account growth. You will drive product adoption, identify upsell opportunities, and expand existing accounts, while building strong, trusted relationships. You’ll work closely with sales and product teams to ensure customer success translates into measurable business outcomes and revenue growth. Key Responsibilities * Account management & relationship ownership — Build strong relationships with customers and act as their trusted advisor * Retention & growth — Own renewals, reduce churn, and identify upsell opportunities across your portfolio * Customer engagement & adoption — Drive product usage and ensure customers achieve maximum value from Motivity * Issue resolution & escalation — Manage customer concerns, coordinate internally, and ensure timely resolution * CRM excellence — Maintain accurate account data, track renewals and expansion pipeline, and ensure nothing is missed * Customer insight & opportunity identification — Monitor customer needs, identify risks and growth opportunities, and act proactively * Guide customers through initial setup, trial, and early adoption Required Qualifications * Professional-level English (written and spoken) * Proven experience in B2B SaaS customer success, account management, or similar role (3+ years) * Strong communication and relationship-building skills with the ability to influence stakeholders * Commercial mindset with experience in renewals, retention, or upsell * Excellent time management and ability to prioritise across multiple accounts * Proactive, self-motivated, and comfortable working with minimal supervision * CRM proficiency * We know nobody ticks every box. If the role energizes you and you want to grow with our customers, please apply—even if you don’t meet 100% of the criteria. * Experience working with operational or field service teams is a strong plus What We Offer * Base salary of £30,000–£40,000 per annum + performance-based bonus tied to renewals and upsell metrics * Direct impact on customer growth and retention in a scaling SaaS business * Hybrid setup with flexible working hours * A small, experienced, and supportive team * A modern tool stack, including Intercom, Pipedrive, Slack, and Chargebee * Clear product value and established customer base to build on * Workations, team events, and a strong internal culture