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Overview of the role

Transport goods by road to an agreed destination, quality and time standard.

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Urban driver

Details of standard

Occupation summary

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.

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.

 

Typical job titles include:

Customer delivery driver Delivery driver Hgv driver Urban driver

Entry requirements

Apprentices must hold a valid UK driving licence (at least Cat B i.e. car licence) in order to access the apprenticeship and must be 18 years old by the time they gain their provisional vocational licence.


Occupation duties

Duty

KSBs

Duty 1 Fuel, prepare and monitor the urban vehicle.

K1 K2 K4 K6 K7 K8 K10 K13 K14 K15 K16 K23

S1 S2 S3 S6 S7 S9 S10 S12 S20

B1 B2 B4 B5 B6

Duty 2 Select and operate machinery, tools and protective equipment designed to correctly load and unload goods to and from the vehicle.

K2 K4 K5 K6 K7 K8 K10 K15 K22 K23

S5 S6 S7 S10 S20

B1 B2 B4 B5 B6

Duty 3 Co-ordinate own activities with those of team members to support business needs across a designated urban area.

K1 K2 K4 K11 K15 K16 K17 K18 K20 K23 K24

S4 S5 S6 S11 S14 S15

B1 B3 B4 B5 B6 B7

Duty 4 Drive a fixed axle vehicle from over 3500 kg in weight, delivering or collecting goods between typically short-haul urban locations in accordance with contractual agreements.

K1 K2 K6 K7 K8 K9 K10 K11 K13 K14 K15 K16 K23

S8 S9 S10 S11 S12 S20

B1 B2 B3 B4 B5 B6

Duty 5 Design and/or follow the route plan for the journey, adjusting where necessary, and taking account of incidents, delays and route constraints (such as the challenges faced when driving a fixed axle vehicle over 3500 kg in weight through busy urban areas).

K7 K8 K10 K11 K12 K13 K15 K23

S8 S9 S10 S11

B1 B2 B4 B5 B6

Duty 6 Perform dynamic assessments on work progress against plans, keeping customers informed throughout.

K2 K6 K8 K10 K11 K12 K13 K14 K15 K17 K20 K21 K23

S4 S8 S9 S10 S13 S14 S15

B1 B2 B3 B4 B5 B6

Duty 7 Contribute to environmental and sustainability objectives.

K1 K2 K3 K4 K5 K6 K7 K8 K10 K11 K12 K13 K14 K15 K16 K19 K23

S1 S3 S5 S6 S7 S8 S9 S10 S11 S12 S20

B1 B3 B4 B5 B6 B7

Duty 8 Uphold corporate values when driving, by considering the needs of vulnerable road users and other stakeholders.

K6 K7 K8 K9 K10 K11 K13 K18 K19

Duty 9 Manage changing volumes of load held in the vehicle during the daily urban delivery cycle. Regularly review, adjust, and secure the load.

K2 K4 K6 K7 K9 K10 K13 K15 K16

S5 S6 S7 S9 S10 S20

B1 B2 B4 B5 B6

Duty 10 Manoeuvre the vehicle into position, typically in urban areas where space is at a premium.

K2 K5 K6 K7 K8 K9 K10 K11 K12 K13 K15 K16

S9 S10 S11 S12 S20

B1 B2 B3 B4 B5 B6

Duty 11 Perform dynamic risk assessment of the site and the planned activities, negotiating with others and adjusting operations as required.

K2 K3 K5 K6 K10 K13 K14 K16 K20 K21 K22 K23

S5 S7 S8 S12 S14 S15 S20

B1 B2 B3 B4 B5 B6 B7

Duty 12 Work compliantly at all times, including but not limited to driving regulations, site specific requirements, company policies, and health and safety.

K1 K3 K4 K5 K6 K7 K8 K10 K13 K14 K15 K16 K17 K18 K20 K22 K23

S1 S3 S5 S6 S7 S8 S9 S10 S11 S12 S16 S17 S19 S20

B1 B2 B4 B5 B6 B7

Duty 13 Represent the external face of the business, exhibiting the expected corporate image and quality service standards to customers.

K3 K18 K19 K20 K24 K25

S4 S14 S15 S16 S17 S19

B1 B3 B4 B5 B6 B7

Duty 14 Process goods in line with agreed procedures. For example, refusals, returns or partial deliveries.

K2 K4 K5 K16 K18 K19 K20 K22 K24 K25

S4 S5 S6 S7 S14 S15 S16 S17 S18 S19 S20

B1 B3 B4 B5 B6 B7

Duty 15 Complete any additional contracted services, using the correct tools and equipment and providing product information. This includes for instance assembly, installation, packing and positioning.

K2 K3 K5 K16 K18 K19 K22 K24 K25

S4 S5 S6 S7 S14 S15 S16 S17 S18 S19 S20

B1 B2 B3 B4 B5 B6 B7

Duty 16 Adjust customer contracts within limits of own role, escalating issues where required.

K18 K19 K20 K22 K24 K25

S4 S7 S14 S15 S16 S17 S18 S20

B1 B2 B3 B4 B5 B6 B7

Duty 17 Complete all required reporting procedures in accordance with the contract and own organisations procedures and formats (e.g. digital and paper based).

K14 K17 K18 K19 K20 K22 K24 K25

S1 S2 S3 S6 S7 S10 S11 S14 S15 S16 S17 S20

B1 B3 B4 B5 B6 B7

Duty 18 Follow continuous professional development, maintaining own drivers licence and ensuring required training and knowledge is kept up to date.

K18 K20 K23 K24 K25

S1 S2 S3 S4 S6 S9 S10 S14 S16 S17 S20

B1 B2 B3 B4 B5 B6 B7


KSBs

Knowledge

K1: Urban vehicle preparation and maintenance requirements, within limits of own role. Back to Duty

K2: Different types of goods transported by fixed axle vehicles over 3500 kg in weight. Back to Duty

K3: Personal protective equipment selection and use. Back to Duty

K4: The principles of load and weight distribution applicable to fixed axle vehicles over 3500 kg in weight. Back to Duty

K5: Mechanical and manual handling techniques when using auxiliary equipment. For example, using a mechanical grab for waste collection. Back to Duty

K6: The capability and limitations of fixed axle vehicles over 3500 kg in weight. This includes manoeuvrability, space requirements, access requirements, legal restrictions and physical constraints. Back to Duty

K7: The regulations and legislation that impact on professional driving. For example, the drivers’ hours and working time directive. Back to Duty

K8: The highway code road laws and road restrictions applicable to category C and C1 licence holders. Back to Duty

K9: A range of driving techniques applicable to fixed axle vehicles over 3500 kg in weight. Back to Duty

K10: Methods to counteract for road and weather conditions impacting fixed axle vehicles over 3500 kg in weight. Back to Duty

K11: The features found in urban environments including congestion charging, street furniture, pedestrians, and other road users. Back to Duty

K12: Map reading techniques relating to the UK road network and urban environments. Back to Duty

K13: Hazard perception techniques when driving, including the different approaches used in urban areas and other UK road environments. Back to Duty

K14: Accident reporting and incident management. Back to Duty

K15: Environmental and sustainability factors when driving in urban areas. Back to Duty

K16: Techniques for protecting goods in urban areas, including both when in transit and when the vehicle is unattended. Back to Duty

K17: Uses and limitations of urban vehicle in-cab technology for safety, reporting and compliance. This includes driver aids, telematics, handheld terminals, and on-board weighing systems. Back to Duty

K18: The importance of brand identity in the urban delivery sector. Back to Duty

K19: The role of customer services standards in urban delivery, including the impact that own service provision can have on both the customer and on the wider organisation. Back to Duty

K20: Different forms of communication. For example, electronic, written and in-person. Back to Duty

K21: A range of dynamic risk assessment methods and associated reporting. Back to Duty

K22: The different regulations and legislation that apply when working on-site. For example, compliance and health and safety requirements in yards, businesses, and homes. Back to Duty

K23: Techniques for managing own well-being (physical and mental health) in an urban delivery environment. Back to Duty

K24: The different types of organisation that make up the urban delivery supply chain. Back to Duty

K25: The range and applications of own organisations products and on-site services. Back to Duty

Skills

S1: Prepare a fixed axle vehicle over 3500 kg in weight for the planned daily workload. This includes the cab, fluid levels, and general inspection. Back to Duty

S2: Monitor charge or fuel level of the vehicle to meet the daily requirements of the urban schedule Back to Duty

S3: Monitor the vehicle for defects. Back to Duty

S4: Co-ordinate own work with others to meet business priorities. Back to Duty

S5: Apply protections, manual handling and mechanical aids to the situation, when loading or off-loading goods. Back to Duty

S6: Prepare, position and secure goods appropriate for the goods type, the vehicle type and the urban conditions. Back to Duty

S7: Manage goods in transit. For example, security, and checking seals for signs of damage and leaks. Back to Duty

S8: Plan and/or adapt a driving route to meet contractual arrangements. For example single and multiple urban deliveries or collections. Back to Duty

S9: Drive fixed axle vehicles over 3500 kg in weight considering all relevant factors. This includes vehicle type, road surface, goods, environmental conditions, vulnerable road users and pedestrians Back to Duty

S10: Use on-board electronic systems in line with operating procedures. Back to Duty

S11: Respond and adapt to urban driving incidents, accidents roadworks and hazards. Back to Duty

S12: Manoeuvre fixed axle vehicles over 3500 kg in weight on site. For example, a customer driveway, building site, or recycling centre. Back to Duty

S13: Perform dynamic risk assessment of a site and take remedial action. For example, adjusting or aborting a delivery or collection due to safety issues. Back to Duty

S14: Manage relationships that enable successful urban delivery, collection and on-site contracts. Back to Duty

S15: Adapt communication style to meet the needs of the audience. Back to Duty

S16: Utilise available IT systems to manage data relating to the delivery/collection contract. Back to Duty

S17: Complete contractual obligations on site. For example, installing white goods in a home, or removing waste, leaving the site to the expected standard. Back to Duty

S18: Brief the customer on the technical specifications of the delivery, collection or installation, answering questions. This could mean, for instance, demonstrating how a product works. Back to Duty

S19: Adjust the services provided in response to customer requirements, within the limits of own role. Back to Duty

S20: Comply with relevant legislation and regulation, both when driving and on site Back to Duty

Behaviours

B1: Work flexibly (for example, working alone and in a team as required). Back to Duty

B2: Puts safety first for themselves and others. Back to Duty

B3: Respectful of others. Back to Duty

B4: Takes ownership of own work. Back to Duty

B5: Sources solutions. Back to Duty

B6: Committed to keeping continuous professional development up to date with industry best practice. Back to Duty

B7: Acts in a professional and ethical manner. Back to Duty


Qualifications

English & Maths

Apprentices without level 1 English and maths will need to achieve this level and apprentices without level 2 English and maths will need to take the tests for this level prior to taking the end-point assessment. For those with an education, health and care plan or a legacy statement, the apprenticeship’s English and maths minimum requirement is Entry Level 3. A British Sign Language (BSL) qualification is an alternative to the English qualification for those whose primary language is BSL.

Other mandatory qualifications

Category C drivers licence

Level: 2

Category C1 drivers licence

Level: 2


Additional details

Occupational Level:

2

Duration (months):

12

Review

This apprenticeship standard will be reviewed after three years.

Status: Approved for delivery
Level: 2
Reference: ST1025
Version: 1.0
Date updated: 16/12/2021
Approved for delivery: 16 December 2021
Route: Transport and logistics
Minimum duration to gateway: 12 months
Typical EPA period: 3 months
Maximum funding: £5000
Trailblazer contacts (for apprenticeship standard content and trailblazer membership queries only): jim516@btinternet.com g.austin@maritimetransport.com
Employers involved in creating the standard: Action Express, Anchor Company Moves, Blue Arrow, Brakes, Builders Merchant Federation, CEVA, D.Sulley & Son, DHL, Doree Bonner, Euro Group International Movers, Fox Moving Storage, GB Liners, HM Armed Forces, John Lewis, JT Sons Relocations, Kuehne + Nagel, Lamberts Removals, Logistics UK, Luxfords, Manpower, Maritime, MOD, Nagel Langdons Ltd, Next, Office Depot, Pickford Business Solutions, Rockbarr Ltd, Simpson’s Removals Storage, SJ Bargh, The British Association of Removers, The Chartered Institute of Logistics & Transport, The Freight Transport Association, The Road Haulage Association, TNT UK, Travis Perkins, United Kingdom Warehousing Association, Universal, Veolia UK, Wesley, White Company, Wincanton, XPO Logistics,
LARS Code: 671
EQA Provider: Ofqual

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