Driver Experience Officer

We are looking for a dedicated and empathetic Driver Experience Officer to enhance our Champions' (drivers) experience by fostering strong relationships, proactively addressing issues, and providing seamless operational support. The ideal candidate will be a problem-solver with excellent communication skills, capable of serving as a trusted intermediary between drivers and internal teams. This role is crucial in ensuring our drivers feel supported, heard, and valued.

Key Responsibilities:


Establish and maintain strong, positive relationships with drivers to promote trust and long-term engagement.
Ensure driver satisfaction through prompt issue resolution and consistent communication.
Anticipate and address concerns before they escalate into formal complaints.
Provide ongoing support beyond problem-solving, including:

Explaining operational policies and procedures
Offering guidance on performance improvement
Advocating for driver needs within the organization


Collaborate across departments with technical and maintenance teams to deliver smooth and efficient operational support to drivers.
Track and monitor driver feedback, concerns, and support outcomes using appropriate tools (e.g., CRM systems).
Escalate recurring or systemic issues to relevant internal teams for resolution and improvement.
Contribute to initiatives aimed at enhancing the overall driver experience.


Qualifications


Experience: At least 2 years in customer support, partner engagement, or field operations. Experience in the telecoms, logistics, or e-commerce sectors is highly desirable.
Education: Minimum of Higher National Diploma (HND) in a relevant field.
Certification: Not mandatory, but relevant customer service or operations training is beneficial.


Skills & Competencies:


Exceptional interpersonal and communication abilities
Capacity to anticipate and swiftly resolve problems effectively
Meticulous with strong organizational skills
Tech-savvy and proficient in using support or ticketing systems
Team player with the ability to collaborate across departments



Please refer to the application method for next steps.