Driver Support

Time zone
Full Time
Opening date
Closing date
29 Nov 2021

Zeelo is a safe bus-sharing company, providing smart transportation services for commuting and school runs; equipped with social distancing and infection measures during the current situation.

Location: Remote (possible requirements to travel to London HQ in Holborn)

Training: Three day induction training in our London office before buddying into role on day four and five.

Salary: Dependent on experience

Team Zeelo are looking for a Journey Controller / Driver & Operator Support to join our Global Operations team.

Zeelo has an ever-growing number of services in regions across the UK/SA/USA and we pride ourselves on providing a personal and efficient service to our drivers and operators each and every day.

This team is integral to ensuring the efficient running of these services and driving excellent service standards by ‘going the extra mile’ for our customers by supporting our drivers and operators to manage the end service delivery.

This is an exciting opportunity to be an integral part of a small team with huge ambition.

This role will be remote, initially Monday to Friday 14:00 – 23:00.

Your role:

  • Managing journeys by exception using our bespoke journey management software [Mission Control]
  • Respond to journey issues and action any rider and client comms
  • Respond to driver messages and updates sent from the Zeelo Driver App
  • Oversee live operations to ensure the smooth running of our services by liaising directly with drivers and our partner operators in conjunction with our journey tracking and management tools
  • Provide telephone, email and App support to ‘on-the-day’ questions and issues from our drivers & operators
  • Identify and resolve any ‘on-the-day’ issues regarding drivers, vehicles and service changes.
  • Support with the development of FAQs and other self-service educational products for our drivers, operators and customers
  • Provide continuous feedback to the operations and product teams regarding how we can improve the process and tools that underpin our service
  • Some data entry and assistance with pulling together reports for the wider team and submitting operational report forms for our Regional Operations Managers
  • Liaising with our customer support team regarding live services and our regional operations managers to manage follow up actions

You should be: 

  • Personable and patient – we’re here to provide excellent service to our drivers / operators
  • Prioritise solutions over blame
  • Stickler for detail
  • A strong communicator – not only with drivers and operators, but also with the wider team
  • Motivated by helping drivers and operators and receiving feedback
  • Able to think on your feet – you’ll often have to think beyond what’s in the manual, taking a pragmatic approach to resolving issues
  • 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

We’d really like it if you:

  • 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
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Position: Driver Support.

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