Senior Operations Associate (Supply)
Location: London
FREENOW empowers smarter mobility decisions helping people to move freely and cities to thrive. The UK market plays such a key role in reaching FREENOW’s goal of staying the biggest licensed taxi company in Europe. And it is one of our strongest markets, with FREENOW being the biggest black cab app in London.
This exciting customer-facing role assisting the Operations Manager UK aims to develop, manage & build relationships with our most important customers - our drivers. In this role, you will ensure that drivers using the FREENOW platform are offering the best service possible by identifying, proposing new ideas and developing our engagement propositions. You will strive to deliver a superior level of service to drivers using the FREENOW App, so they in turn can provide a superior level of service to our passengers.
YOUR DAILY ADVENTURES WILL INCLUDE:
- Supply engagement via various communication means: ranks, phone line, SMS and all relevant outreaches (physical and digital)
- Business development and special projects around increasing brand awareness and engaging our supply base, particularly London Black Cab drivers
- Rider feedback & driver data analysis, detecting trends in driver behaviours by reviewing both numerical and qualitative data
- Reporting and presentation of findings on a periodic basis to direct manager and relevant superiors
- Support to Driver Onboarding and Driver Care teams around tasks such as phone line handling, general in person support, driver onboarding and on car advertising
- Point of interests and EV local UK championship programs
- Testing both the passenger and driver app & travelling within London, occasionally beyond in the UK
Our Tools: MS Suite | GSuite | Zendesk | Jira
TO BE SUCCESSFUL IN THIS ROLE:
- Demonstrated experience in an operational or customer facing role.
- You are a relationship-builder, enjoy meeting new people and are great at quickly understanding how to best work together.
- Excellent customer service & organisational skills, eye for detail and problem-solving mindset.
- Proactive, personable, confident and able to deal with an array of different characters and tailor your communication accordingly.
- Great time management: able to prioritise accordingly and able to adapt to change quickly.
- Excellent level of written, analytical and verbal communication skills in English.
- Experience as a licensed London Black Cab driver or student currently studying for The Knowledge is a big bonus.
BENEFITS & PERKS IN A NUTSHELL:
- Flexible working arrangements
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- Sabbatical & special leave policies
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- Birthday, 24th + 31st December off
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- Short term EU work policy
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- Employee assistance program
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DIVERSITY, EQUITY & INCLUSION:
FREENOW is an equal opportunity employer and we consider qualified applicants regardless of race, religion, national origin, gender, gender identity, sexual orientation, disability or age. We want you to grow and evolve, bring your true self to work.
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