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.


  • 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


  • 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


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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