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.