Department: 
Operations
Vacancy Category: 
Office
Line Manager: 
Director, London Operations
Vacancy Code: 
CFN049
Location: 
CityFleet Networks, 31 Colville Rd Acton W3 8BL
Closing Date: 
6th Nov '20

 

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

Maternity cover for a period of 9 months for the role of Driver Support Manager which entails day to day overseeing workings of driver support operation at CityFleet Networks, the London Taxi and Private Hire business. During the 9 month period operation will migrate onto a new booking and dispatch system and therefore this role will also be required to manage change to operation and setting up new processes.

Authority over:

Driver Support Team and Drivers.

Authority to:

As per the Financial Authority Limits.

Line diagram:

To follow

Most Relevant Policies and Procedures

Driver Support, Customer Services and all other operational policies and procedures, Quality Action, ISO 9001 and ISO14001 policies

Financial Authority Limits

Overall job purpose:

To ensure the stability, growth and profitability of operation, driver satisfaction and quality of service delivered to the end customer. 

Driver Support

  • Leading and motivating a team of ‘Fleet Services’ driver support team members
  • Performance management, identifying skills gaps, mentoring and coaching staff
  • Managing drivers and adding value to the driver offering to maximise subscriptions yield whilst remaining competitive
  • Provide high quality and efficient customer service for drivers
  • Ensure  service provided by drivers to passengers is of very high standard and within agreed SLAs
  • Ensure complaints about drivers are kept within the KPIs, investigating complaints about drivers such as late pick-ups and taking appropriate actions
  • Identifying driver resources requirement, areas where improvements to coverage needs to be made and submitting requirements to recruitment team
  • Manage an efficient and pro-active driver regulatory compliance process
  • Ensure drivers are complying with company policies and instructions
  • Ensure payments to drivers are accurate and prompt
  • Ensure driver records are accurately maintained on operational systems and provide regular Management Information (MI) reports
  • Ensure debts incurred by drivers are managed and kept to a minimum and manage debt recovery process in collaboration with the finance team
  • Ensure regular and timely communication with drivers is maintained with regular updates on driver feedback, issues and proposed resolutions
  • Maintaining driver portal with quality content and up to date information on company, new business streams, changes in regulatory requirements, customer requirements, policies and other information relevant to drivers
  • Driver engagement through Portfolio Driver Management system
  • Maintaining productive relationships with internal and external stakeholders

Regulatory/Control

  • Ensure drivers and owner driver vehicles comply with Taxi and PHV Rules
  • Ensure drivers have valid licence to drive and operate Hackney Carriage/Hire & Reward and have valid insurance in place along with other regulatory requirements
  • Maintain compliance data on Operational System
  • Provide regular MI reports on regulatory compliance
  • Provide regulatory data to Transport for London (TfL), prepare documentation and manage audit process in line with TfL requirements

New Contract Mobilisation

  • Analyse driver resources required to mobilise new contracts and prepare operational driver mobilisation plans
  • Effective management of Marshalls

Operational Planning

  • Ensure sufficient driver resources are available for service delivery in line with company KPIs
  • Ensure effective service recovery exists for service failures
  • Maintain sustainable and workable resiliency plans
  • Provide accurate and timely MI to Management

Incident Reporting and Investigations

  • Provide a service in line with Company KPIs
  • Provide a customer service/after sales service that meets KPIs and supports
  • ISO 9001 with an emphasis on continuous improvement to limit reoccurrence of failures
  • Investigate customer complaints relating to service failures and drivers
  • Investigate SLA service failures and provide recommendations for improvements

Other tasks

 

As required and requested by the Director, London Operations.

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