HGV Fleet Controller in Walton-on-Thames

HGV Fleet Controller

Near Walton-on-Thames, Surrey

Can you take a customer’s call, ask the right questions and give a driver clear instructions for a delivery? An established transport business is looking for a confident, organised and enthusiastic HGV Fleet Controller to join its close-knit transport desk.

The company operates more than 50 HGVs, most of them specialist lorry-loader crane vehicles. One booking might involve delivering a modular building to a construction site. The next could be a generator collection where the driver needs a permit and a named contact at the gate. You’ll follow jobs from the first enquiry through to delivery or collection, keeping customers, drivers and colleagues informed when plans change.

What you’ll do

• Handle customer enquiries and bookings. Answer calls professionally, establish what the customer needs and enter new jobs accurately on the Roadrunner transport system.
• Get the details right before dispatch. Confirm delivery and collection addresses, site access, contact numbers and job instructions. Arrange permits where required and make sure the driver has the information needed for the job.
• Coordinate with drivers throughout the day. Monitor deliveries and collections, respond to queries and work with the transport team to resolve access problems, delays or changes to instructions.
• Keep people and records up to date. Update bookings and customer details in Roadrunner. Pass changes promptly to the customer, driver, transport desk and management where needed, so everyone is working from the same information.

Key performance indicator

Great customer service;

Prompt responses to enquiries, clear answers and follow-up when promised;

Booking accuracy;

Complete, correct job instructions and customer details in Roadrunner;

Job readiness;

Drivers receive confirmed addresses, access details, site contacts and required permits in time for dispatch;

Good communication skills;

Drivers, customers and colleagues receive timely updates when timings or instructions change;

Problem resolution;

Issues are identified early, resolved or escalated promptly, and followed through to an outcome;

What you’ll bring

You’ll have a confident telephone manner, an eye for detail and the ability to stay calm when several jobs need attention. You’ll be comfortable using computers, entering information accurately and deciding which call or update needs your attention first. We’re looking for someone reliable who enjoys solving problems, takes initiative and works well with others.

Experience in hire control, transport planning, logistics, customer service or a busy coordination role would be an advantage. We also welcome applicants who have coordinated bookings in another sector and would like to move into specialist transport. Knowledge of HGV operations is helpful, and training in the company’s specialist lorry-loader crane operation will be provided where needed.