Igloo Fleet Solutions – Driver Guide

Igloo Fleet Solutions specialise in vehicle delivery throughout the UK. We pride ourselves in giving you the correct training to enable you to give the end customer a positive and unique experience when having their vehicle delivered.
Below is a guide to help you understand what tools and processes are needed to get the job right.

Mobile Phone Apps

WhatsApp – This useful tool will allow you to communicate with the logistics team to send instant messages, images, videos etc
Android Auto – Most modern vehicles allow you to connect your phone with the vehicle via this app, allowing you to make and receive calls and messages legally, keeping you always connected to the team and customers.
Google Maps – You will struggle to find a mobile phone without this app, an absolute essential to help you find your way round the country by road or public transport.
ZapMap – With the delivery of electric vehicles and charging vehicles on route becoming more popular, this handy app will assist you in finding the correct charging station on route to your customer.
Uber – Occasionally a taxi may be needed and with Uber being one of the cheapest options, this app will help track down a taxi and will charge you at a competitive rate.
Moveecar Driver – A delivery and inspection app for our client GEFCO. To be used when instructed to record damage and gain customer signature when collecting and delivering vehicles on GEFCO’s behalf. (See Moveecar guide)
IGLOO delivery app (TBC) – This delivery app will be used for every job. This allows you to see your jobs for the day and hold all relevant information needed, address and customer details, specific customer instructions, damage inspections, customer sign off and expenses. (See IGLOO delivery app guide)

Essential websites

The logistics team will always check to see if your allocated vehicle is roadworthy and legal to drive. That said, it’s always nice for peace of mind to check this yourself by using the below link.
www.gov.uk/check-vehicle-tax
Splitting train journeys is a great way to save money. Please always use the below or similar ones to book your train tickets.
https://www.trainsplit.com/default.aspx
https://www.mytrainpal.com

Allocation & Planning

You will be contacted each evening with a breakdown of your work for the following day. Our planners allocate this work ensuring travel time and costs are both at the minimum. To keep these to the minimum, each driver’s starting points, connections and ending points to go home, will all matter.
To accommodate as many jobs as possible, planners will start to allocate work throughout the day based on the previous day’s jobs all being complete.
Once the work has been received you are required to check the notes for each job to understand what is needed as some jobs will have timings and special requests.
When a delivery is delayed, the customers perception of the delivery company is poor. Therefore, it is important to be on time every time. To do this you should plan your work on the evening before delivery to ensure you know how to get to the collection point, travelling between jobs and how you are getting home.
Allow for traffic conditions, peak hours, public transport delays/cancellations, weather by checking online. If you make the effort, you will be able to cover more jobs and more miles and you will build trust between you and the planners allowing them to trust you with the more long and interesting jobs.
If a lift has been arranged, please speak with your colleague to understand what time they will be at the meeting point.

Equipment Required

 

• Hi Viz Vest – some site will not allow you access without this.
• Smart phone & charger/power pack.
• Sat-Nav
• Trade plates
• ID card
• Bank Card

Trade Plates

Trade plates are the property of the Department of Transport. Igloo is legally bound to ensure that they are used correctly. If you are issued with trade plates, they become your responsibility. Please take note of the following:
• Trade plates must be always displayed when vehicles are driven.
• Display the plates on the exterior of the vehicle but not covering the road plates.
• A vehicle displaying trade plates must never be left unattended on public roads.
• Trade plates do not allow you to drive vehicles that are not roadworthy or do not have an MOT. You can drive a vehicle without an MOT if you are on route to a pre-booked MOT test.

Vehicle Collection/Inspections

The vehicle you are collecting could have existing damage or items missing. You must check for these thoroughly and take images / take notes. If the delivery customer spots damage or notices items missing that has not been noted at the collection, then it is assumed the vehicle was collected damage free and the damage spotted at the delivery was caused by you. The driver then becomes liable for this damage.

Direct Driving Routes

When possible, please ensure you stick to direct routes between location to reduce any additional mileage being added to the vehicles. Some customers will charge us for these additional miles. In these situations, we will investigate and charge back to the driver if necessary.

Customer Service

At all times you must remain professional, do not express personal opinions regarding the end user’s vehicle. You are the face of Igloo Fleet Solutions, our customer and the vehicle manufacturers and as such you are expected to perform with the highest level of care and customer service.

 

Getting this right

 

Do not eat or drink or smoke in any vehicle – If you are a smoker then never smoke when completing an inspection and be aware stale smoke can linger on your clothes and can cause non-smoking customers to complain.
Dress smartly – Shirt and tie for the men and smart business attire for the ladies. Smart comfortable shoes – NO TRAINERS!
Delivery of new vehicles – Is it clean inside and out? Make sure its washed and valeted if requested. Read the delivery notes and if unsure please call the logistics team.

Communication

It is the Drivers responsibility to contact the customer at least 1 hour before arrival. This is vital as it’s always nice to know if the customer/vehicle is going to be there!
It is extremely important to not only communicate with your customers, but also the logistics team and any other drivers you are working with as you will all be relying on each other when assisting with each other’s movements.
If at any time you have any questions or concerns, please call the logistics team who are always there to help you
The office number is available Monday to Friday 8.30am to 5.30pm. Any non-urgent queries outside of these hours must be made once the lines open the next working day.

Emergency out of hours number TBC
If you are unable to complete your allocated work due to sickness, simply send a text and email TBC we will contact you in the morning, and if necessary, will arrange to collect the vehicle from your house.

Before you Arrive

Before you arrive with the customer, please check the notes for the job to ensure all instructions have been followed, these could include arrival times, wash car, how much fuel/charge or specific customer requests.

 

 

Vehicle Handover

When you arrive at the delivery destination, please contact the customer to announce your arrival. The vehicle should only be delivered to the named customer, if the customer isn’t available, please contact the logistics team. Once the customer has inspected the vehicle, please offer the handover. This should include the Bluetooth and satnav and any EV instructions if needed. Please also try and answer any of the customer’s questions, you can also contact the logistics team if assistance is needed. The driver must always review damage with the customer before asking them to sign. You can now hand over the keys.

Waiting Time

If you arrive at a site or customer and the vehicle you’re collecting isn’t ready, please contact the logistics team straight away and make them aware of your arrival time. We may be able to hurry things along for you. Also, if you find yourself waiting for longer than an hour, we may be able to charge this back to our customer

Passengers

Under no circumstances are you allowed the carriage of passengers, unless advised to do so from the logistics team. Please note that unless approval is given the motor insurance in place will be invalidate

Congestion charge & Tolls

Please ensure all Congestion charges & Tolls have been paid if your journey takes you through these areas. Once paid, please add the cost as an expense to the delivery app and we will refund you in full. This is your responsibility to make sure the vehicle in your care entering these zones are covered. Failure to pay will result in a fine, these fines will always be redirected to you.

Road Traffic Accidents

If you are involved in an accident you must stop in a safe area and swap details. Not under any circumstance, admit liability in the event of an accident.
Please ensure the logistics team and if necessary, the local authorities are contacted immediately. Please take photos of both vehicle and location and ensure the below information is recorded.
• Driver name, number & address
• Vehicle registration
• Make & Model
• Insurance Details & Policy number
• Incident location & description
You will be sent an online document to complete. This is a handy tool to ensure all the above information is captured.

 

Breakdowns

If your vehicle breaks down, please ensure you are in a safe place and then report to the logistics team immediately. They will advise you of the correct breakdown procedure to follow.
Where possible you should try to leave your vehicle in a safe place and turn on your hazard warning lights. Ideally, you should wait near your vehicle, but away from the carriageway or the hard shoulder. If you feel at risk return to your vehicle by the passenger door and lock all the doors but do leave your vehicle if you think that danger has passed. If the vehicle has broken down due to wrong fuel, Assist will not attend until they have received payment for the recovery. Payment for this is the Drivers responsibility.

Expenses

All expenses for fuel, charging, carwash, travel and tolls will be paid back to you the following week if they have been entered on to the delivery app along with an image of the receipt. This needs to be done on the date of purchase. Failure to add these expenses in time may result in the expense being rejected.

Contact list

PLEASE NOW CLICK ON THE LINK BELOW TO COMPLETE THE ASSESSMENT QUESTIONS:

Igloo Fleet Induction Assessment Page