Driver Liaison Manager – Leicester in Oadby

Position: Driver Liaison Manager

Location: Leicester (Office-based with local field activity)

Reporting to: Regional Operations

Hours: Full-time or Part-time

Salary: Competitive, based on experience

ROLE PURPOSE

The Driver Liaison Manager (DLM) plays a critical role in building, supporting, and maintaining strong working relationships with our driver network. This role ensures that drivers feel supported, engaged, informed, and motivated to deliver excellent service standards across the Leicester operation. The DLM acts as the primary point of contact between Take Me and its driver partners, helping to resolve issues, improve retention, increase weekly job activity, and ensure operational processes are followed.

KEY RESPONSIBILITIES

Driver Support & Engagement

• Act as the first contact for driver queries, concerns, and general support.
• Build strong, positive relationships to improve driver satisfaction and loyalty.
• Conduct check-ins with new drivers to ensure a smooth onboarding experience.
• Promote driver incentive schemes, bonuses, and loyalty programmes.
• Ensure drivers understand systems, processes, and key operational requirements.

Recruitment & Onboarding Support

• Support recruitment campaigns by engaging prospective drivers.
• Assist new drivers with onboarding, including system setup, document checks (where applicable), and app training.
• Deliver induction sessions to ensure new drivers understand expectations, best practices, and how to maximise their earnings.

Retention & Performance

• Monitor driver performance, job completion, cancellation rates, acceptance rates, and overall activity.
• Identify drivers at risk of disengagement and proactively work to re-engage them.
• Support drivers with issues such as technical problems, customer disputes, or operational challenges.
• Work closely with the Operations to improve driver availability at key times.

Communication

• Ensure clear and regular communication is delivered to drivers through WhatsApp groups, SMS, email, iCabbi or meetings.
• Communicate updates such as app changes, new incentives, policy updates, or operational announcements.
• Escalate serious concerns or complaints to management promptly.

Operational Liaison

• Work closely with the Dispatch Team to ensure driver availability matches customer demand.
• Assist in managing no-fares, complaints, and jobs requiring follow-up.
• Support the Leicester team during peak periods and promotional activity.
• Liaise with Fleet teams regarding vehicle issues (if using company vehicles).

Compliance & Documentation

• Ensure all required driver documentation is collected and up to date (right to work, PH licence, insurance, etc., as applicable).
• Maintain accurate records in relevant systems.
• Ensure adherence to council licensing requirements in Leicester.

SKILLS & EXPERIENCE REQUIRED

Essential

• Strong communication and relationship-building skills
• Experience in a customer-facing or driver-facing role (taxi, private hire, transport, logistics, or similar)
• Ability to remain calm under pressure
• Good understanding of local Leicester operations and market challenges
• Confident using driver apps, booking systems (iCabbi preferred), and digital tools
• Strong organisation and time-management abilities
• Ability to manage multiple tasks simultaneously

Desirable

• Previous experience in taxi/private hire operations
• Knowledge of licensing requirements
• Experience working with contractors or self-employed individualsPeople management or supervisory experience
  

  PERSONAL ATTRIBUTES

  • Approachable, friendly, and professional
  • Solution-focused with a positive attitude
  • Excellent listener and communicator
  • Able to work independently and as part of a wider team
  • Motivated to improve driver satisfaction and retention
  • Confident dealing with challenging conversations diplomatically

  BENEFITS OF WORKING WITH TAKE ME

  • Fast-growing national taxi group
  • Opportunity for career progression
  • Supportive leadership team
  • Training and development opportunities
  • Being part of a strong, respected brand in transport

  Please contact Ben Hartshorn