Taxi Controller/Dispatcher Northwood, South East England, England
Job description
Job Description – Controller/Dispatcher
1. Job Title - Controller/Dispatcher
2. Reports To - Operations Manager
3. Manages - N/A
4. Budget Accountability - No
5. Level - Administrator
6. Location - Mount Vernon
7. Purpose
To ensure an efficient, cost effective and KPI compliant operation of the Mealing’s fleet of vehicles on a day-to-day basis.
Providing a first point of contact for customers, clients and other stakeholders via phone, email and text/app/web.
Ensure efficient planning of the fleet, maximising efficiencies.
8* . Main Areas of Responsibility *
- Bookings, dispatch and fleet management *
**
- Responsible for dealing with all telephone, email and online bookings
- Ensuring all bookings are fulfilled by drivers in a timely and accurate manner
- Ensuring KPIs are met, that drivers use the app correctly, and relevant spreadsheets/worksheets updated throughout the day – including any other information
- Being the operational contact for all day-to-day cash and account queries (e.g. hospital transport queries/quotes etc)
- Effectively booking and dispatching account and non-account work as and when received and inputting runs into dispatch system
- Liaising with key customer contacts as and when required
- Bespoke price setting, account set-up and client on-boarding
- Supporting Operations Manager in management of drivers and communication with drivers
- Supporting office administrator in driver absence management
- Liaising with key contacts at hospitals to ensure aborted jobs are documented and the correct process for timestamp completion is followed
_Operational/Compliance administration _
_ _ • Ensuring control procedures are compliant with enterprise-wide policies and procedures
- Dealing with Incidents, Safeguarding issues, complaints and other feedback where necessary
- Updating dispatch software where appropriate
Other
- Regularly attending weekly team, operations and compliance meetings as well as monthly management review meetings where necessary
9. Shared Areas of Responsibility
- Support Operations Manager in ensuring sufficient vehicle coverage for day-ahead bookings
- Provide hand-over to next controller to ensure seamless transition of responsibilities and tasks
- General ad hoc support to senior management as and when required
9. Accountability
a) All bookings, dispatch and general fleet management
b) Ongoing maintenance of operational administration
10. Knowledge & Skills
- Excellent oral and written communication skills
- Excellent administration skills and strong attention to detail
- Excellent organisational skills and ability to work under pressure
- Excellent customer-service and stakeholder management
- Ability to influence driver behaviour
11. Behaviours
- Resilient - Commercially savvy - Teamwork - Self motivator
- Organised - Thorough - Integrity - Personable
12. Qualifications & Experience
- Equivalent experience in a similar role
- Strong administration background
- Knowledge of logistic operations and/or patient transport preferred
Job Types: Full-time, Part-time
Salary: £18,000.00-£22,000.00 per year
Benefits:
- Company pension
- On-site parking
- Sick pay
- Work from home
Schedule:
- 10 hour shift
- Monday to Friday
- Night shift
- Weekend availability
COVID-19 considerations:
We are based on a Hospital site and are a CQC Registered company meaning we adhere to strict NHS Grade Infection Prevention Control Guidelines.
Experience:
- Dispatching: 1 year (required)
Work Location: Hybrid remote in Northwood HA6
