Qualification level: 2
Typical duration: 12 months
Apprenticeship category: Transport and logistics
This occupation is found in almost every industry across both private and public sectors. Urban drivers work in a variety of business areas that depend on the delivery and collection of goods by road. They typically work to a specified part of the country and their work pattern is normally time critical. Urban drivers often work in-house or part of the supply chain, ranging from small, independently owned companies to large organisations. Sites include for example retail, removals, construction, pallet, laundry, recycling, agriculture, and manufacturing.
The broad purpose of the occupation is to transport goods by road to an agreed destination, quality and time standard, and in doing so contribute to their organisation’s contracts or services.
Urban drivers operate fixed axle vehicles over 3500 kg in weight, often serving multiple customers each day, in congested areas. This is a very different occupation to large goods vehicle (LGV) drivers who typically operate a point-to-point service, driving a much higher mileage, and using larger and heavier articulated lorries.
Urban drivers provide specialist on-site services and technical support for the goods they deliver, requiring high levels of customer service. This work involves moving goods/freight that is often heavy or large volume, meaning that handling sometimes requires the use of machinery or tools. They work across the UK road network, often in complex urban and on-site situations. Much of their working day is spent either driving or on site, in all weathers. A typical shift includes multi-drops at various sites and often working within a small team.
On site services may be provided either indoors or outdoors, depending on the nature of the goods. Representing their organisations brand to the expected corporate standards, and achieving high levels of customer satisfaction, are important features of this occupation.
Either a category C or C1 licence is a statutory requirement and must be passed before completing the apprenticeship. The Driver Certificate of Professional Competence (Driver CPC) is a legal requirement for those driving lorries professionally. The urban driver will receive the CPC card as a part of their category C or C1 licence acquisition, and the driver must complete 35 hours of periodic training every five years in order to maintain the ability to drive lorries professionally.
In their daily work, an employee in this occupation interacts with their organisation’s customers most of the time. This includes liaising ahead of arrival as well as meeting face to face. Depending on the size of the organisation, urban drivers may work alone, or they may work with teammate(s) aboard the vehicle. They interact to ensure tasks are completed between them. Urban drivers also interact with other professionals that help with the movement of goods, like warehouse and yard operatives. In addition, they interact with other road users and pedestrians. They may need to discuss delivery or collection issues with people on site. They can also expect to liaise on progress with their line manager or support staff back at base.
An employee in this occupation will be responsible for ensuring excellent customer service whilst providing safe, accurate and timely deliveries, collections and associated services such as technical advice on goods and product installation.
Security and safety are key to this occupation. They must ensure their duties are conducted in compliance with a wide range of laws, regulations and procedures; this includes driving related compliance, health and safety, site-specific requirements and their organisations customer service policy. The urban driver will carry out daily vehicle checks accurately and follow defect procedures and ensure their vehicle is well maintained during their shift.
They must ensure the vehicle is loaded correctly, making adjustments as volumes change.
They are responsible for adapting their driving style, taking account of fuel efficiency, the local environment, and their vehicles strengths and limitations.
All urban drivers have responsibilities beyond the delivery of goods. These responsibilities vary a great deal, depending on the role. However, they must select and use the right equipment for the safe handling of goods to and from the vehicle and on site. And they must provide additional on-site services. This could mean, for instance, installing goods in a persons home, to the agreed standard.
They will provide technical advice on the goods and will be expected to answer customer questions. They are responsible for risk assessment on site and for adjusting plans as necessary.
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Although they typically work to a pre-arranged delivery, collection, or service plan, they are responsible for adapting the plan in the event of any incidents or delays and keeping customers updated.
The urban driver must conduct themselves to the expected professional and customer standards and have a duty of care to ensure their organisation is represented positively at all times.
They will complete required reports on time and in the expected format.
They will attempt to resolve complaints but may need to escalate issues beyond their authority to their line manager.