Service Delivery Specialist: Mon - Fri. 1pm - 10pm
Location: Remote, UK
Zeelo is an Enterprise TransitTech company that builds the technology to enable and manages the end to end delivery of Transport services toorganisations to increase efficiency and sustainability in commuter shuttle and home-to-school bus programs.
You will be highly relevant for this role if:
- You have experience in a Customer Support role - we use phone, sms, email, and push notifications through our software
- 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
Zeelo has an ever-growing number of services and we’re trusted to provide a safe andefficient 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 eachyear. We’re defining excellence through our service standards by ‘going the extra mile’for our customers. We pride ourselves on exceptional service levels. The Service Delivery Team, or Pod as we call it at Zeelo, consists of the Head ofService Delivery, Service Delivery Managers plus shift based Zeeloites covering theearly, mid and late shifts.
This gives us 24/7 coverage across all countries. Each shifthas a Team Leader plus 24 Live Operation Specialists.
What you’ll do
- Managing journeys using our live journey management software to identify andfix alerts/issues by actioning the appropriate solution internally, with operators,riders or clients.
- Effective communication with operators, drivers, riders and clients (whererequired) especially through driver messages and updates sent from the ZeeloDriver App
- Respond to Emergency situations with safety and service excellence in mind,communicate these effectively both internally and externally and provide theappropriate assistance, support and escalation where necessary.
- Provide telephone, email and App support to ‘on-the-day’ questions and issuesfrom our riders, clients, drivers & operators
- Execute tasks managed through the “service delivery workstreams” outside ofpeak hours- Route building and changes implementation.- Reviewing and analysing client requirements (including route and vehicleplanning) to proactively make recommendations to improve servicedelivery.- Driver training and interceptions for performance improvement.- Analysing schedule/timetable and driver performance to assist insuggested 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 onboardingmatters where required.
- Utilising Monday.com, Looker or Quicksight or other software solutions asprovided, for team tasks and accountability.
- First line contact for live service calls & live service issues/incidents identifyingimmediate 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 anexcellent wifi connection
Skills:
- Process Driven
- Organisation and administration skills and the ability to learn and adaptquickly
- Confidence to respectfully challenge
- Resilience
- Ability to think clearly under pressure
- Strong communication skills
- An amazing brand ambassador
About Zeelo
- We’re on a mission to connect the world to work and education throughaffordable and sustainable transportation
- We sell turnkey, managed and software solutions to employers (office-based andshift-based) and schools (private schools and universities)
- We have developed a best-in-class technology platform that connectsorganizations 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 managingservice delivery to ensure the highest service standards
- We’re just over 7-years old, backed with over $35M of venture capital from ETFPartners, InMotion Ventures Jaguar Land Rover) Flatz Hoffmann and Dynamo.VC
- We’re a team of 130 across 3 offices London, Boston and Barcelona) and arelive in 2 markets UK & Ireland and US
- Our core values are Trust, Efficiency and Drive:Trust - Prioritizing safety, quality and relationships whilst empowering oneanotherEfficiency - Doing more with what we have, making data-driven decisionand being transparent in feedback to constantly improveDrive - to make an impact everyday, utilising tenacity and persistence aswe challenge the status quo
