Service Delivery Specialist
Shift: Mon - Fri, 1pm - 10pm. 1 Weekend in 5. Location: Remote, UK Zeelo has an ever-growing number of services and we’re trusted to provide a safe and efficient service to our clients, riders and operators each and every day.This team is integral to ensuring the safe and efficient operation of 1.6M trips each year. We’re defining excellence through our service standards by ‘going the extra mile’ for our customers. The Service Delivery Team, or Pod as we call it at Zeelo, consists of the Head of Service Delivery, Service Delivery Managers plus shift based Zeeloites covering the early, mid and late shifts.
This gives us 24/7 coverage across all countries. Each shift has a Team Leader plus 2-4 Live Operation Specialists.
About Zeelo
Zeelo is an
Enterprise
TransitTech
company that provides
software
and
services
to organizations to increase
trust, efficiency and sustainability
in
commuter shuttle
and
home-to-school
bus programs
- We’re on a mission to connect the world to work and education through affordable and sustainable transportation
- We sell turnkey, managed and software solutions to employers (office-based and shift-based) and schools (private schools and universities)
- We have developed a best-in-class technology platform that connects organizations with riders and operator partners via a route optimization platform, mobile apps and operations management system
- We are asset light, partnering with the best operators and then fully managing service delivery to ensure the highest service standards
- We’re just over 7-years old, backed with over $35M of venture capital from ETF Partners, InMotion Ventures (Jaguar Land Rover) Flatz Hoffmann and Dynamo.VC
- We’re a team of 130+ across 3 offices (London, Boston and Barcelona) and are live in 2 markets (UK & Ireland and US)
- Our core values are Trust, Efficiency and Drive:
- Trust - Prioritizing safety, quality and relationships whilst empowering one another
- Efficiency - Doing more with what we have, making data-driven decision and being transparent in feedback to constantly improve
- Drive - to make an impact everyday, utilising tenacity and persistence as we challenge the status quo
What you’ll do
- Managing journeys using our live journey management software to identify and fix alerts/issues by actioning the appropriate solution internally, with operators, riders or clients.
- Effective communication with operators, drivers, riders and clients (where required) especially through driver messages and updates sent from the Zeelo Driver App
- Respond to Emergency situations with safety and service excellence in mind, communicate these effectively both internally and externally and provide the appropriate assistance, support and escalation where necessary.
- Provide telephone, email and App support to ‘on-the-day’ questions and issues from our riders, clients, drivers & operators
- Execute tasks managed through the “service delivery workstreams” outside of peak hours
- Route building and changes implementation.
- Reviewing and analysing client requirements (including route and vehicle planning) to proactively make recommendations to improve service delivery.
- Driver training and interceptions for performance improvement.
- Analysing schedule/timetable and driver performance to assist in suggested changes and alterations to improve performance.
- Launch preparation (in relation with OPS Management
- Participation in the out of hours on call rota may be required on occasion
- Support the driver compliance pod for urgent compliance onboarding matters where required.
- Utilising Monday.com, Looker or Quicksight or other software solutions as provided, for team tasks and accountability.
- First line contact for live service calls & live service issues/incidents identifying immediate problems and following them through to resolution
- Other duties may be assigned from time to time.
What makes you a good fit for the role
- Personable and patient – we’re here to provide excellent service to our drivers / operators
- Ability to work under pressure; remaining calm and professional at all times
- Naturally inquisitive, with a view to preventing problems for clients, riders and operators
- Prioritise solutions over blame, team workers.
- Stickler for detail
- Able to think on your feet
- Very comfortable with using technology
- Flexible - in terms of working hours and way of working
- Strong command of the English Language
- Be able to work remotely in a professional and safe environment with an excellent wifi connection
- Beneficial:
- Have experience as a live operations controller talking to drivers who are responsible for the end service delivery
- Have experience working in an operations team, especially if in a transport or logistics company
Skills
- Process Driven
- Organisation and administration skills and the ability to learn and adapt quickly
- Confidence to respectfully challenge
- Resilience
- Ability to think clearly under pressure
- Strong communication skills
- An amazing brand ambassador
