Operations Team Lead

Location: Split between Home/Office (London, Southwark)

We are currently looking for an Operations Team Lead. The role will report to the Head of Operations UK and will be responsible for ensuring a great quality of service.

This is a role that offers a variety of responsibilities across Private Hire and Black Cab (Taxi) operations, assisting in ensuring that our drivers using the FREENOW platform are offering the best quality of service possible by identifying and actioning a variety of driver behaviours. This role offers a great managerial opportunity to be involved in a wide range of operational tasks in a fast-paced environment within a growing company.

YOUR DAILY ADVENTURES WILL INCLUDE:

Managing and owning all aspects of the Quality of Service team (4 people) in the UK
Ensuring that the Quality of Service OKRs and driver-partners KPIs are top of mind and reported on regularly
Assessing and analysing tour, driver and feedback data to identify driver behaviours and investigate potential fraudulent activity
Presenting findings, actions and next steps on a weekly basis to the Head of Operations and the wider business
Using a variety of tools and live channels to deal with driver behaviour in real-time and provide an excellent quality of service for FREENOW users
Supporting and managing supply/drivers based initiatives and process improvements in our service

Your profile:

Demonstrated experience in managing an operational or customer facing team
You have an eye for detail and a focus on quality in everything you do
You are personable, managerial and confident and are able to deal with an array of different characters and tailor your communication accordingly
You are a proactive self-starter who holds themselves and others accountable in reaching goals
You have an excellent level of written and verbal communication and presentation skills
You are analytical and data savvy and already have experience with SQL

BENEFITS & PERKS IN A NUTSHELL:

Hybrid working models	Free Udemy e-learning access
Sabbatical & special leave policies	Subsidised gym membership
Birthday, 24th + 31st December off	Private health insurance
Mobility Benefits card	Private pension plan
Employee assistance program	Personal development budget

DIVERSITY, EQUITY & INCLUSION:

FREE NOW 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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Do you have you experience managing customer support teams? *

How many people were/are you managing in your team? *

Are you used to leveraging data to make judgments and create processes? *

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