Your role at Veezu: The focus of the Commercial Operations Administration Hub is to provide a professional and efficient booking experience for Veezu’s most valued Commercial account holders from the private and public sector. Reporting to the Commercial Team Manager, the Commercial Team Leader is responsible for working with a group of Commercial Team Coordinators that manages private hire bookings from end-to-end Enterprise and Key commercial account holders via phone and email. You will ensure that the day-to-day service and operational delivery within the team is maintained to the highest standards, and will need to be proactive in resolving or escalating any service or performance issues in a timely manner. The shift pattern for this role will be: Monday to Saturday, with a varying shift pattern between core hours of 06:00 to 22:00. Some flexibility will be needed to spend time with the team when necessary within their varying shift pattern between 06:00 and 22:00, Monday to Saturday. Who are Veezu? Veezu is the UK's fastest growing taxi and private hire technology platform operating across hundreds of UK towns and cities. We are a tech-driven on-demand mobility service that supports our hyper-local communities, helping them thrive and so much more! What you’ll do: Support your team in handling inbound, outbound calls and emails from Veezu’s Enterprise and Key account holders to the highest standard of professionalism and customer service. Assist your manager in coordinating coaching, training, and development opportunities to improve service quality and productivity. Assisting in managing staffing levels, schedules, and resource allocation to ensure optimum shift coverage and efficiency. Have an understanding of service level agreements on a range of commercial accounts, as well as internal and external KPIs Ensure your team follows procedures and protocols around phone call and email handling. Monitor the internal dispatch system to ensure punctuality on commercial account bookings is achieved throughout the working day, and encourage your team to communicate with Veezu’s Driver Partners to facilitate this. Liaise with the Commercial Account Team and other internal stakeholders to feedback and resolve any issues arising from Commercial bookings and ensure account holder retention is maintained. Have an understanding of key performance indicators and service level agreements on a range of commercial accounts. Ensure that customer, passenger, Driver Partner & colleagues’ information is safeguarded at all times, in line with the General Data Protection Regulation (GDPR) Be committed to maintaining our ISO27001 certification and set high standards for Information Security compliance What you’ll need: Proven experience in managing and motivating a large team in a challenging, customer focused environment. An analytical mindset with the ability to interpret data and drive performance improvements. Experience monitoring KPIs and implementing improvement strategies. Experience managing commercial accounts or B2B client relationships. Knowledge of private hire regulations or transport industry operations. Intermediate Excel and Powerpoint skills. Where you’ll be: This role will be based out of our Sheffield hub Veezu is committed to fair and inclusive recruitment, welcoming applications from all backgrounds, experiences, and communities.