The posting
Your role at Veezu:
As a Commercial Account Manager, you will be responsible for managing several account-based customers across the country. This incudes taking ownership and delivery of ongoing account plans, account profitability, contract management and the escalation of service standards.
You will play a key role in the onboarding and retention of new and current businesses account customers through your dedicated book of business, assisting with complex queries and complaints.
Who are Veezu?
Veezu is the UK's fastest growing taxi and private hire technology business 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:
Account Management
Build and maintain strong relationships with key stakeholders within your Commercial customer portfolio through regular client engagement.
- Implement quarterly/6 monthly reviews with applicable commercial account customers.
- Ensuring all commercial customers have either a formal signed contract or are operating to a standard Veezu set of Terms & Conditions. All contract details to be stored electronically on the company electronic filing system.
- Ensuring any of your Home to School accounts align with our HTS Strategy.
- Ensure HTS Pricing Assistant has the relevant information to submit tenders for individual School run.
- Ensure service standards from other departments align with our HTS Strategy.
- Ensure all Veezu Departments are adhering to Local Authority requirements and processes.
- Support with any other tasks relevant to the servicing of school contracts.
- Proactivity reviewing outstanding payments and ensuring that all efforts are made to retrieve any outstanding amounts in a timely manner for your commercial customer portfolio.
Account Growth & Retention
- Responsible for account retention and the development of new revenue streams within existing customers – utilising data and comparing with other account customer information to make effective and informed decisions.
- Responsible for facilitating the onboarding of new business, account set up, tariffs and ongoing monitoring of the performance and growth of the account, in line with the on-boarding strategy.
Customer Service
- Assisting account customers with queries and resolving complaints via email, tickets, and over the phone in a timely manner, following procedures, and always striving to provide an excellent level of customer service.
- Continuously follow the customer experience processes and look to improve the customer experience by suggesting changes to service delivery and supporting the Head of Commercial Account Management to implement any agreed changes.
- Act as a point of escalation for serious or complicated complaints, to include safeguarding concerns, flagging and escalating this as necessary.
- Review any feedback from corporate account holders to ensure that any concerns are resolved efficiently and politely, and in accordance with any regulatory obligations (e.g., licensing, GDPR etc.).
Service Delivery
- Monitor Veezu’s performance against customer-specific SLA’s and KPIs, ensuring consistent service excellence.
- Liaise with Regional JBC Managers and Regional Operation Manager to ensure excellent customer service delivery is always achieved.
- Identify corporate account customers, who’s bookings are made manually with a keen focus to move to an automated offering wherever possible.
- Embrace the introduction of any new technologies or corporate account interaction and work to ensure its successful implementation within the Region.
- Liaise with Regional Management in the Journey Booking Centre and Veezu Drive to provide useful feedback on the account service level fulfilments with the aim of improving customer service delivery.
- Work closely with other Commercial Account Managers to share best practices.
Integration
- Liaise as a first point of contact for all new business, working closely with regional BDM’s and Head of Commercial Sales.
- Account Set up and Integration
- Liaise as a first point of contact for all new business through acquisitions to align with our M&A Strategy.
- Support on wider integration aspects within Veezu (new software, technology, etc)
General
- Support members of the wider Group Commercial team as and when required.
- Supporting other account managers if they are away on away from work (e.g. AL / Sickness).
- Prepared to travel to other Veezu hubs and visit clients in your book of business, to fulfil the account management role and as required by the business for training.
Compliance
- Understand the Veezu Safety First approach and behave accordingly.
- Understand the Veezu Data Principles and behave accordingly.
- Understand the Passenger Terms & Conditions.
- Understand the Corporate Account Customer Terms & Conditions.
- Undertake all mandatory training.
- Maintain information security to a recognised required standard in line with business needs.
- You are committed to maintaining our ISO27001 certification and set high standards for Information Security compliance.
- Ensure legal and contractual compliance.
What you’ll need:
- Strong and polite communication skills both on the phone, in person and by email.
- Ability to multitask and prioritise projects.
- Must be team focused.
- Guide commercial operations in your region, supporting the execution of the Group commercial strategy.
Where you’ll be:
- The role is flexible on location, but we expect that you would work from one of our hubs (Cardiff, Manchester, Shrewsbury, Sheffield, Leeds, Liverpool, or Cambridge) 3 days per week
Veezu is committed to fair and inclusive recruitment, welcoming applications from all backgrounds, experiences, and communities.
