The Business: |
CityFleet Networks Limited is part of ComfortDelGro Corporation Ltd, one of the world’s largest specialist ground transport operations. |
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.
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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
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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:
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Department:
Operations
Vacancy Category:
Office
Line Manager:
DQO Manager
Vacancy Code:
CFN050
Location:
, 31 Colville Road W3 8BL
Closing Date:
31st Dec '20