Operations Executive (Quality of Service)2024-03-28T06:30:20+00:00
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Operations Executive (Quality of Service) Job Vacancy in London, England, UK
FREE NOW
Driver Operations Executive (Quality of Service)
Location : London
This is a role which offers a variety of responsibilities across Private Hire and Black Cab (Taxi) operations, assisting in ensuring the drivers using the FREE NOW platform are offering the best quality of service possible. This role offers a great opportunity to be involved in a wide range of operational tasks in the fast-paced environment of a growing company.
YOUR DAILY ADVENTURES WILL INCLUDE:
Working with the drivers using the FREE NOW platform & make them aware of the use of the application and the need for an excellent quality of service for FREE NOW users
Tracking performance of the driver partners across certain KPIs
Reviewing rides with low ratings to see what could and should have been better
Handling contact with our driver partners via telephone, SMS & email
Ad-hoc assisting in other supply/driver based initiatives
Measures of success
Driver Rating
Driver Cancellations
Driver Accept Rate
Impact of driver error & abuse to the booking funnel
Average Handling Time / First Reply Time of customer feedback and complaints
TO BE SUCCESSFUL IN THIS ROLE:
You thrive in a fast paced, constantly changing working environment
Initial experience in an operational or customer facing role . Experience in the ride-hailing industry is a bonus
You have an eye for detail and a focus on quality in everything you do
You are personable, confident and are able to deal with an array of different characters and tailor your communication accordingly
You have an excellent level of English, both written and verbal communication skills
Experience using G Suite applications (Google Slides, Google Sheets, etc.)
Working hours:
9am – 5:30pm, Monday – Friday
Location:
Southwark, London (one day/week onsite)
BENEFITS & PERKS IN A NUTSHELL:
Hybrid working models
Free Udemy e-learning access
Sabbatical & special leave policies
Subsidised gym membership
Birthday, 24th + 31st December off
Partner product discounts
Mobility budget for FREE NOW App
Free language courses
Employee assistance program
Personal development budget
DIVERSITY, EQUITY & INCLUSION:
FREE NOW is an equal opportunity employer and we consider qualified applicants regardless of race, religion, national origin, gender, gender identity, sexual orientation, disability or age.
We want you to grow and evolve, bring your true self to work.