The Business |
CityFleet Networks Limited is part of ComfortDelGro Corporation Ltd, one of the world’s largest specialist ground transport operations. 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:
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:
|
Department:
Operations
Vacancy Category:
Office
Line Manager:
Driver Support Manager
Vacancy Code:
CF050
Location:
31 Colville Road, Acton W3 8BL
Closing Date:
4th Dec '20