Driver Success Consultant
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- Source, recruit and onboard private hire vehicle drivers, including compliance checks, system registration and operational briefings.
- Maintain a pipeline of active and standby drivers to support ongoing and upcoming projects.
- Manage driver rosters, attendance, performance, replacements and operational support.
- Receive and process passenger bookings, assign drivers and coordinate trip schedules.
- Monitor trips from dispatch to completion, handling booking changes, cancellations and service disruptions.
- Communicate trip details, service requirements and operational updates to drivers.
- Act as the primary point of contact for passengers, corporate clients and vehicle hirers, responding to enquiries professionally and promptly.
- Provide timely updates and manage customer expectations during operational disruptions.
- Monitor live operations, vehicle movements and service performance through approved systems and dashboards.
- Respond to operational calls, messages, incidents and system alerts, coordinating with internal stakeholders to resolve issues efficiently.
- Investigate and manage operational incidents, including breakdowns, accidents, complaints and no-shows, while ensuring proper documentation and escalation.
- Support service recovery efforts and prepare incident reports where required.
- Represent the company during on-site deployments, coordinating drivers, passengers and client stakeholders to ensure smooth operations.
- Brief drivers onsite-specific requirements, security protocols and operating procedures.
- Support project launches, operational deployments and service ramp-ups.
- Maintain accurate operational records, prepare shift handovers and ensure continuity of operations across shifts.