Driver Support Officer

About the role

The Driver Support Officer is the primary point of contact for drivers, handling both inbound and outbound calls to address a wide range of queries related to payments, commissions, shifts, deductions, fines, policies, and operational procedures. The role requires taking ownership of each case from initial contact through to resolution while maintaining high service‑level and quality standards.

Key responsibilities

• Answer inbound driver calls and make outbound calls in a professional, polite, and timely manner.
• Proactively reach out to drivers to resolve concerns, follow up on open issues, and close the loop on commitments.
• Verify driver details accurately before taking action or sharing information.
• Provide correct information on commissions, shifts, payments, deductions, fines, policies, and operational procedures.
• Resolve driver tickets at first contact whenever possible; escalate unresolved cases with clear handover.
• Document every interaction in the approved system with accurate tagging, remarks, and case details.
• Use basic numeracy to read statements, perform simple calculations, and flag discrepancies.
• Identify recurring issues, flag patterns to supervisors, and coordinate with Operations, Fleet, Accounts, Training, and other departments.
• Report system issues, call disruptions, or application errors immediately.
• Maintain confidentiality of driver and company data at all times.

Required profile

• Professional and courteous communication style.
• Strong ownership mindset and ability to see cases through to closure.
• Attention to detail and accurate documentation skills.
• Ability to meet service‑level agreements and quality standards.
• Confidentiality and data protection awareness.

Required skills

What we offer

• Opportunity to work in a dynamic, driver‑focused environment.
• Collaboration with multiple internal departments.
• Clear career progression within the support and operations functions.