---
title: 'Complaints Handler at Veezu'
canonical: 'https://feeny.ai/job/complaints-handler-veezu-cardiff-h3kj9qh1hevf'
type: 'job'
last_seen: '2026-10-15'
---

# Complaints Handler at Veezu

- **Company:** Veezu
- **Location:** Cardiff, United Kingdom
- **Employment:** part-time
- **Posted:** 2026-09-18
- **Last confirmed live:** 2026-10-15
- **Apply:** https://jobs.ashbyhq.com/veezu/07345d0c-4836-4180-bd54-b0b4ffdd3b6f

## Job description

Your role at Veezu: As a Passenger Experience Executive, you will drive the resolution of complaints and uphold the Company brand by providing exceptional customer service. You will ensure that all complaints are acknowledged in a timely manner, keeping customers informed throughout the resolution process.

Please note: this is a part-time position at 16 hours per week. We are trying to fill gaps Mon 09:00–15:00 / Wed & Fri 09:00–14:00.

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:

- Deliver a high level of customer service, including the careful management of service user expectations.
- Ensure all complaints are acknowledged and resolved efficiently and in a timely manner.
- Ensure service users are kept informed throughout the complaints process, as necessary.
- Conduct full and thorough investigations into any complaints raised.
- Work collaboratively with the team to report on complaints and provide feedback on trends and patterns of complaints.
- Continually suggesting areas of improvement to reduce complaints and to improve the passenger experience.
- Escalate higher level complaints to senior management, as necessary.
- Maintain strong lines of communication with service users and other parties as appropriate, using various channels of communication (i.e., written, telephonic and verbal).
- Work collaboratively with third parties and other departments to source further information and provide a consistently high level of accuracy and attention to detail when investigating complaints.
- Ensure records are up to date and maintained at all times.
- Ensure fair treatment of customers, passengers, Driver Partners and colleagues and act in a professional manner at all times.
- Follow information security policies and procedures.
- Ensure legal and contractual compliance.
- Maintain regular consistent and professional attendance, punctuality, personal appearance, and adherence to relevant health & safety procedures.
- Ensure completion of all mandatory training.
- Be willing to support other business areas as needed.
- Adhere to company policies and procedures.
- Ensure that customer, passenger, Driver Partner and colleagues’ information is safeguarded at all times, in line with the General Data Protection Regulation (GDPR).
- Maintain information security to a recognised required standard in line with business needs
- Follow information security policies and procedures.
- Be committed to maintaining our ISO27001 certification and set high standards for Information Security compliance.

What you’ll need:

- Excellent customer service skills, with strong written and verbal communication.
- Highly organised and self-motivated.
- Numerate with strong analytical skills and attention to detail.
- Ability to work individually or as part of a team.
- Willingness to develop within the role.
- The ability to prioritise workload and multi-task when required.
- Confident using Microsoft Office suite.

Where you’ll be:

- The role is flexible on location with a requirement to attend meetings at Veezu office locations across the country as needed.

Veezu is committed to fair and inclusive recruitment, welcoming applications from all backgrounds, experiences, and communities.

## About Veezu

## Company Overview
- **One-liner**: Veezu is the UK’s fastest-growing taxi and private hire technology business, operating a tech-driven, hyper-local on-demand mobility platform across hundreds of UK towns and cities.
- **Entity Type**: Private (Backed by MML Capital Partners and TDC)
- **Headquarters**: Cardiff, United Kingdom (also has an office in Newport, England)
- **Founded**: 2013
- **Founders**: Not publicly disclosed

## Core Business
- **Primary industry**: Transportation, Logistics, Supply Chain and Storage; specifically, the private hire taxi and mobility-as-a-service (MaaS) industry.
- **Target customers**: B2C (passengers in local communities), B2B (business travel accounts), and B2C (self-employed driver-partners).
- **Mission or purpose statement**: "Focusing on local transportation needs, we use our expertise and experience in delivering millions of rides to support local communities and help keep towns and cities moving safely and efficiently." [veezu.co.uk](https://www.veezu.co.uk/about)

## Products & Services
- **Ride-Hailing App (Passenger)**: A user-friendly mobile app (iOS & Android) allowing passengers to book local rides, hail a cab, pre-book, or order airport transfers. Features include real-time driver tracking, priority pickups, and multi-payment options (cash, card, Apple Pay, Google Pay).  **Type**: Mobile App / Service
- **Veezu for Business**: A business travel management platform offering safe and reliable rides for employees and customers. Provides an easy way to manage corporate transportation needs. **Type**: B2B Service
- **Driver-Partner Platform**: A flexible earnings platform for self-employed taxi and private hire drivers. Offers low commission rates, daily payments, and 100% tips retention. **Type**: B2B Platform

## Market Standing
- **Valuation/Market Cap**: Not publicly disclosed (Private company).
- **Key Metric**: Annual Revenue of $202.3M (est.),
- **Total Funding**: Backed by MML Capital Partners and TDC. Specific rounds not publicly detailed on Crunchbase/CB Insights.
- **Notable Investors/Partners**: MML Capital Partners, TDC. Key partners include local councils, driver-partners, and community organizations.
- **Growth Signals**:
    - **Headcount**: 156 employees (+35.4% YoY, +92 people).
    - **Scale**: 25 million+ rides annually; 1 million+ app users; 16,000+ active driver-partners.
    - **Operations**: Licensed by 63 local authorities across the UK.
    - **Recent Acquisition**: Acquired Go Cars, the largest private hire operator in Bedfordshire (Luton), expanding into a strategic commuter and airport hub. [cbinsights.com](https://www.cbinsights.com/company/veezu)
    - **Sustainability**: Invested over £3.25 million in low emission cars in the last three years.

## Competitive Advantages
- **Hyper-Local Focus**: Unlike global aggregators, Veezu’s model is deeply embedded in specific UK towns and cities, understanding and serving local community transportation needs.
- **Integrated Local Operator Model**: Veezu grows by acquiring established regional taxi firms (e.g., Go Cars) and integrating them into a unified tech platform, creating a strong network effect and local brand trust.
- **Driver Partnership Model**: The platform’s low commission rates, daily payments, and cash/card flexibility attract and retain a large, loyal driver base.
- **Sustainability Commitment**: A concrete investment in low-emission vehicles provides an edge as local cities push for greener transport solutions.

## Strategic Focus
- **National Expansion**: Actively building a "truly national network" through organic growth and strategic acquisitions of regional operators in key commuter and airport-servicing towns. [cbinsights.com](https://www.cbinsights.com/company/veezu)
- **Technology Modernization**: Continually enhancing the passenger app (real-time tracking, multiple payment options) and driver platform to improve efficiency and user experience.
- **Sustainability**: Continuing to reduce fleet emissions and supporting local community projects.

## Why Work Here
- **Culture**: Described as a business that values "fairness," "doing the right thing," and has a "human touch." The company emphasizes community support and sustainable growth. [veezu.co.uk](https://www.veezu.co.uk/about)
- **Growth Trajectory**: With 35%+ YoY headcount growth, aggressive M&A, and a large, under-penetrated UK market, Veezu offers significant career development opportunities.
- **Hybrid/Remote**: The role likely reflects a hybrid setup based in their Cardiff headquarters, given the recent hiring for roles like Human Resources Advisor and Pricing Executive.
- **Impact**: Employees have the chance to shape the technology for a fast-growing national network, directly impacting millions of local rides each year.
- **Recent Openings (as of search date)**: Roles include Human Resources Advisor, Accounts Administrator, and Pricing Executives, indicating growth in core support functions. [linkedin.com](https://uk.linkedin.com/company/veezu)

## Sources
1. [Veezu - About Page](https://www.veezu.co.uk/about)
2. [Veezu - Careers Page](https://www.veezu.co.uk/about/careers)
3. [Veezu - LinkedIn Company Page](https://uk.linkedin.com/company/veezu)
4. [Veezu - CB Insights Profile](https://www.cbinsights.com/company/veezu)
5. [Veezu - Homepage](https://www.veezu.co.uk/home)

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