Reporting to the Driver Services Team Leader, you’ll be the single point of contact for a portfolio of active self-employed drivers in your region from the point they pass “Graduation”. Your aim is to retain and upskill drivers, helping every driver who wants to work maximise their earnings, service quality and satisfaction, and working with Recruitment and Onboarding to significantly reduce churn over time. Success means more jobs taken by choice, better service quality, good drivers staying active for longer, and fewer concerns and complaints raised by or about drivers.
You’ll be proactive, knowledgeable, credible and empathetic, with at least 3 years’ experience in a driver, customer liaison or account management role. You’ll be confident and articulate, comfortable engaging drivers by phone, video call and in person, and able to build rapport with people of all ages and backgrounds across our diverse network.
About Engineius
Engineius’ goal is simple: to make vehicle movement easy. We are on our way to creating the leading end-to-end movement solution in the UK for our customers (such as Hertz and The AA), delivered by our network of 600+ drivers and transport agents across the UK.
Since going live in April 2018, we have acquired over 80 clients, many of whom can claim to be amongst the largest players in the UK automotive industry. We are already one of the largest competitors in our space but have ambitions to grow much further and we are crazy about sustainability, to date we have saved fleets over 10,000,000 tonnes of CO2.
We are seeing our hard work paying off as we have won 7 awards, including Best Fleet Software three years in a row, a highly commended well-being award, two innovation awards, and one outstanding product of the year award. You can read about our awards here: https://www.engineius.co.uk/our-awards
Key Responsibilities:
- Manage your regional portfolio of active drivers end to end, keeping accounts accurately set up in HubSpot and our internal platform, and getting to know each driver’s goals, challenges, restrictions and net pay expectations.
- Own your region: track drivers’ capacity and appetite for work, identify weekly gaps between supply and demand, and work with Recruitment/Onboarding and Planning to spot and act on early signs that drivers may leave the network.
- Use HubSpot data to segment your portfolio and tailor your approach, especially for high-volume drivers; report regularly on retention, jobs per driver, satisfaction and service quality, and help develop driver personas.
Driver Engagement & Regional Events
- Engage proactively with every driver in your portfolio by phone, video call and in person, not only when issues arise or when a driver is thinking of leaving, because prevention is better than cure. Log every conversation in HubSpot and Dialpad so Engineius speaks to drivers with one voice.
- Establish and host regional driver support meetings, forums and events, presenting confidently to groups of drivers, and respond proactively and promptly to driver posts in the Community forum.
Driver Support, Service Quality & Reward
- Support drivers to deliver their best service by helping them understand how their performance compares with our standards, providing fair and impartial guidance when challenges arise, encouraging ongoing training and keeping their skills and capabilities up to date.
- Share customer feedback with drivers and feed insight back into the business to fix root causes; improve individual and regional balanced performance results and fairly reward high-quality service within policy.
- Help drivers access more work by managing trade plates, issuing them to drivers who need them and recovering them when drivers leave the network, with the reason recorded in HubSpot.
- Work with the Assurance team to support drivers with service concerns, referring any licence, health or conduct issues to them for independent handling.
- You will be required to provide duty manager telephone cover outside normal working hours on a rotational basis.
What Skills Are Required?
- Excellent communicator – able to communicate clearly in writing, by phone, via video and face to face, including presenting confidently at regional driver events.
- Confident handling challenging conversations – able to listen with empathy, remain professional and find fair solutions that balance drivers’ needs with company policies.
- Proactive and resilient problem-solver – able to think quickly, use sound judgement and anticipate issues in a fast-paced environment.
- Collaborative team player – comfortable working across different teams to represent drivers’ needs and achieve shared goals.
- Confident with data and technology – proficient in Microsoft Office and experienced with CRM and cloud-based telephone systems; HubSpot and Dialpad experience would be advantageous.
What’s in it for you
Grow with us
You will be part of a growing and ambitious company! We want you to be happy and enjoy coming to work where you are surrounded by a supportive team .
In the heart of Birmingham
We are based in Birmingham city centre at Centre City House, only a 5-minute walk from Grand Central train station.
Socials and more!
Social events and activities are hosted by the building throughout the month. We have quarterly company socials which in the past have been quiz nights, mini golf and a meal at Fazenda.
Fitness and wellbeing
Your wellbeing and health matters to us. In the building there is a gym and showers that you can use before, during or after work.
Time to relax
Well-deserved time off- you will get 25 days off a year plus bank holidays. You will also get an additional day with every completed year of service up to a maximum of 30 days per annum.
Exclusive Benefits Platform
Unlock a world of perks! Our benefits platform gives you access to amazing discounts, exciting rewards, and valuable resources to support your physical, mental, and financial wellbeing because we believe in taking care of YOU.
If you want to be part of a forward-thinking, sustainable company and you embrace positivity, we would love to hear from you!
Engineius — Meet the Team
Our team is the key to our success. We have strong and balanced leadership that combines industry experience with fresh perspectives from outside the sector.
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