Job Description

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 individuals

People 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 in dealing with challenging conversations diplomatically

BENEFITS OF WORKING WITH TAKE ME

Fast-growing national taxi group

in

Opportunity for career progression

Supportive leadership team

Training and development opportunities

Being part of a strong, respected brand in transport

Please contactNigel Ord nigel@takeme.taxi

Job Types: Full-time, Part-time, Permanent

Work Location: In person

Job Types: Full-time, Permanent, Fixed term contract
Contract length: 45 days

Pay: 29,172.18-71,801.47 per year

Benefits:

Employee discount Free parking On-site parking
Work Location: In person