Driver Support Advisor – Fleet Services

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.

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. Computer Cab plc prides itself on providing the best suite of services to drivers in the industry and a dynamic business requires that driver’s accounts are managed professionally and queries are dealt with promptly and efficiently.

With the growth in passenger journey numbers, Computer Cab plc endorses an ongoing recruitment programme to attract and retain new drivers on the radio circuit to ensure the supply can keep up with demand. Computer Cab plc prides itself on being innovative in the offerings it provides to new drivers joining the circuit.

Scope

The Driver Support Advisor is required to proactively manage a selection of drivers with the primary aim of building and developing the relationships and communications so that drivers remain satisfied, loyal and provide excellent service to our passengers.

The Driver Support Advisor needs to ensure that the best possible service is delivered by these drivers at all times, whilst continually monitoring and evaluating the performance of each driver against respective service level agreements such as ‘On Time Arrival’ and ‘Low Trip Rejections’. The Driver Support Advisor needs to make sure that the driver’s accounts are up to date with low account arrears.

The role requires a great deal of flexibility and the individual will be expected to spend the majority of their office time based at our CityFleet head office located in Colville Road Acton.

Authority over:

None

Functional authority over:

Team of Drivers 

Authority to:

Action changes to a drivers account, book, amend, clear jobs, credit or debit drivers account in line with authority limits and controls.

Line diagram:

See attached

Most Relevant Policies and Procedures

Driver Support/Fleet Services staff are expected to adhere to some clearly laid out procedures relating to specific driver related functions including compliance rules, policies to protect customers interests and policies relating to job clearances, credits and debits.

In addition, it is essential that Fleet Services staff adhere to policies and procedures relating to The Data Protection Act, Equal Opportunities, Health and Safety, Internet and E-mail user policy and Quality Action.

Overall job purpose

The purpose of this role is to provide an excellent level of service to the designated team of drivers who subscribe to CityFleet Networks.

Main Duties

Main responsibilities include:

• Act as the primary contact between CityFleet and the driver by building strong working relationships.
• Maintain driver records on Operational System.
• Respond to dynamic telephone, email, SMS, WhatsApp, trip related, account and general queries on a day-to-day basis.
• Processing job clearances in line with company policies and procedures, processing credits and debits to a driver’s accounts. There will be some processing and handling of financial transactions.
• Provide weekly and monthly reports.

•    Manage assigned driver accounts on a day-to-day basis ensuring drivers account balance is kept up to date and drivers are active and working.
•    Ensuring drivers are regularly communicated with and kept informed
•    Continually monitor and evaluate driver activity against agreed Service Level Agreements.
•    Facilitate contact meetings with drivers to review account activity.
•    Monitor any queries that come in from drivers, seeing them through to resolution.
•    Feedback comments from drivers through appropriate internal channels to ensure continuous improvement of the services provided by Computer Cab Plc.
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The DSTM must have the ability to use electronic communication channels, live chats and Social Media. Handle a busy ‘call taking’ role and to be able to prioritise other tasks around responding to new queries. They will require experience using Microsoft Office (Outlook, Word, Excel) and good level of computer skills. Good telephone manner, time management and patient approach to queries are essential in this role.

Other tasks

The team member will be expected to carry out other tasks and duties as may be required from time to time.

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