Dispatcher

Role overview

Veezu is seeking a Dispatcher for its Journey Booking Centre in Ipswich. In this role, you will coordinate bookings with Driver Partners and external JBC partners so journeys are assigned efficiently and passengers reach their destinations on time. The position focuses on improving Driver Partner completion rates through careful dispatch handling, clear communication, and strong operational control.

You will report to the Team Manager or JBC Manager and help balance Driver Partner availability and resource capacity. A key part of the job is supporting offshore booking agents, keeping passengers informed, and making sure Driver Partners have a smooth and positive experience.

About Veezu

Veezu is a rapidly expanding taxi and private hire technology platform operating across many towns and cities in the UK. The business is built around technology-enabled, on-demand mobility and a strong focus on supporting local communities.

What you will do

• Build a strong understanding of the local Driver Partner network, including their needs, concerns, and working style, so you become a trusted point of contact.
• Work toward your KPIs and take ownership of meeting and exceeding your targets.
• Assign and dispatch trips through the booking system while communicating clearly, politely, professionally, and accurately with Driver Partners by message or phone when needed.
• Monitor passenger demand so bookings stay on schedule, using the zone controller and wait-time wallboard where relevant, and pass delay updates to offshore booking teams when required.
• Handle walk-in passenger bookings at regional hubs where this applies.
• Work with offshore partners to manage passenger questions and booking requests.
• Respond promptly and professionally to Driver Partner alerts and queries by telephone or dispatch chat.
• Support Driver Partners with complex issues or direct them to the Driver Partner portal or messaging tools.
• Deliver strong handling of passenger bookings, especially high-value and commercial account journeys, as well as passenger care enquiries.
• Make sure any special instructions attached to account bookings are communicated and completed correctly.
• Keep service for commercial account customers efficient and well managed at all times.
• Minimise call transfers and avoid blind transfers altogether.
• Use Slack, Dispatch messaging, and other internal channels during your shift to stay up to date with operational and business information.
• Work with teams such as Commercial and IT to resolve issues quickly and within agreed service levels.
• Spot opportunities to reduce avoidable contact, improve processes and policies, grow sales, and enhance the passenger experience, then raise these with your Team Manager.
• Encourage passengers, account customers, and Driver Partners to use self-service options whenever possible.
• Process cash, card, account, and app bookings in line with company procedures.
• Promote AirPay or the Driver Partner’s in-car payment device to help reduce call duration where appropriate.
• Keep the zone controller accurate and current throughout the shift so booking information remains reliable and journeys are optimised.

Self-development and compliance

• Complete all required mandatory training.
• Take responsibility for your own learning and development.
• Prepare proactively for one-to-one meetings and appraisals with your Team Manager or JBC Manager.
• Work in line with Veezu’s values and principles.
• Challenge ideas constructively, ask questions, look for improvements, and act with kindness.
• Help build a strong sense of community.
• Be fair, ethical, objective, and consistent in your work.
• Treat customers, passengers, Driver Partners, and colleagues fairly and professionally at all times.
• Follow legal and contractual requirements.
• Maintain regular attendance, punctuality, professional presentation, and compliance with health and safety procedures.
• Be prepared to support other areas of the business when required.
• Follow company policies and procedures.
• Protect customer, passenger, Driver Partner, and colleague information at all times in line with GDPR.
• Support the company’s ISO27001 certification and maintain high standards of information security compliance.
• Keep information security standards aligned with business requirements.
• Follow all information security policies and procedures.

Work location

This role is based in the Ipswich office.

Inclusive hiring

Veezu welcomes applications from people of all backgrounds, experiences, and communities and is committed to fair, inclusive recruitment.