DQO Despatch Operator (Temp)

The Business:

CityFleet Networks Limited is part of ComfortDelGro Corporation Ltd, one of the world’s largest specialist ground transport operations.   

CityFleet operates Licensed Taxis in London through Dial-a-Cab and ComCab and in Liverpool and Aberdeen as well as Private Hire vehicles in London via Comfort Executive and Liverpool through Argyle Satellite.

In addition to our company owned fleets, our CityFleet Business brand is recognised as one of the leading ground transport providers to the UK corporate market providing users with access to all forms of ground transportation services in the UK and globally via telephone, web and mobile app booking systems.

Scope:

The DQO despatch team comprises two teams of 2-3 staff working on 4 days on and 4 days off rosters either on nights or days. 

The DQO despatch team provide a dynamic frontline service to the drivers, and dealing with driver enquiries, and ensuring that journeys are dispatched on time, at minimum cost to the company.

This role includes a high element of focussed monitoring operational dispatch system, phone systems and liaison between Drivers, Vendors, PHV Controllers, Call Centre and Passengers. Respond to emergencies and disaster recoveries.

Authority over:

No authority

Functional authority over:

NA

Authority to:

Apply job incentives and take live despatch decisions in line with company policies. Take pro-active decisions affecting the promptness of trip allocation.

Most Relevant Policies and Procedures

Equal Opportunities, Health and Safety, Internet and E-mail user, Data Protection, Quality Action.

Overall job purpose:

To ensure that trips are monitored and covered effectively to meet customer SLA’s. To handle driver queries in line with departmental KPIs. To provide a highly focused level of attention to key accounts and respond to emergencies.

Tasks: Service Delivery

Monitor and take ownership of key accounts

Ensure journeys are monitored effectively and customers do not suffer delays

Ensure trips are covered in cost effective way and to meet customer SLAs

Intervene on jobs likely to be problematic

Refer upwards likely service failures and issues

Deal with driver queries and requests

Dispatch jobs to service partners

Approve incentive payments in line with financial authority limits

Forward complaints against drivers, staff or customers to line manager

Tasks: Projects and Planning

To comprehensively document problems and opportunities, and to liase with other departments to identify the requirements necessary to implement improvements/solutions.

Policies

To comply with the Company’s health and safety policy and procedures.

To comply with the Company’s equal opportunities policy and procedures.

Other tasks

To undertake such other suitable tasks as may from time to time be required.

Salary

Competitive

The Equality Act

CityFleet Networks Limited is an equal opportunity employer and all qualified applicants will receive consideration for employment with due regard to legal obligations for protected characteristics i.e. age, disability, marriage and civil partnership, gender reassignment, pregnancy and maternity, race, religion and belief, sex and sexual orientation.

Applicants from under-represented groups (Black, Asian and Minority Ethnic) and/or those with other protected characteristics are encouraged to apply. Applicants with a disability who meet the minimum requirements for the role will be guaranteed an interview.

How to apply

Please send a covering letter of application and CV to:  [email protected]  Alternatively, please post them to Jacqui Reed, HR Administrator, Human Resources, ComfortDelGro House, 329 Edgware Road, Cricklewood, NW2 6JP

Applications

Applications should include:

• the reasons you are applying for the post
• why you believe you are a suitable candidate
• any relevant qualifications or experience