Contents
Contents
Details of the occupational standard
Occupation summary
This occupation is found in the transport and logistics sector. It is primarily responsible for managing the movement of goods for a variety of customers across all sectors. Their customer base will range from large global organisations to sole traders and private customers in local areas, depending on their organisation. It is found across a range of different sizes and types of organisations and employers, such as hauliers, storage and warehouse operators, couriers, retailers, and utilities.
The broad purpose of the occupation is to assist traffic teams by ensuring the accurate flow of information throughout traffic and warehousing operations, as well as escalating issues as they arise.
A traffic operator will coordinate the movement of goods for a variety of customers, either their own goods, or from a third party from manufacturers or suppliers to the destination or for onward delivery. They will support the drivers of the vehicles daily to guarantee that clients receive their delivery quickly and on time.
A traffic operative will maintain the effective operation of the day-to-day transport fleet to plan, execute and manage the effective movement of freight across the country. They will work with fleet, hauliers, agencies to problem solve delivery issues and find workable solutions. Along with maintaining contact with internal and external customers, answering queries and providing up to date delivery information.
A traffic operator will confirm that the proposed routes comply with the Drivers Hours regulations, working time directive and allowable driving times. They will also carry out driver debriefs to ensure that the transportation operation runs safely and efficiently along with cost control and backloading.
A traffic operator will be proactive and meeting agreed-upon commitments and expectations, while accepting responsibility for one's own actions and doing the right thing. The working hours may include unsocial hours and shift working patterns. This is usually an office-based role.
In their daily work, an employee in this occupation interacts with a range of stakeholders across many organisations and professions. The traffic operator would be liaising with drivers within a busy working environment, along with having engagement with customer enquiries, ensuring that they are responded to in a timely and professional manner. A traffic operator would work alongside the traffic manager.
An employee in this occupation will be responsible for assisting routing and planning of vehicles to ensure all deliveries and collections meet customer expectations.
They will ensure that the customer deliveries are planned in a timely and cost-effective manner. Ensure that drivers are aware of deliveries or collections and that they have the necessary documentation. Briefing drivers at the start of their shift and debriefing at the end of the shift. They will also support the traffic planner and traffic manager with the effective engagement of fleet and drivers, ensuring all legal compliance standards are adhered to including drivers' hours and vehicle maintenance.
An employee in this occupation, will work on ensuring that the organisational systems are kept up to date, to ensure that the associated deliveries and collections occur. They will support the daily and weekly planning of vehicle routes for drivers is completed, along with meeting quality requirements and working following health and safety and environmental considerations. They will apply their knowledge and expertise to their own work management.
An employee within this occupation will work as part of a team to achieve departmental and organisational goals in an effective and efficient manner.
Traffic operators will need to keep up to date with transportation regulations and legislation. They will need to be aware of best practises in transportation and warehousing operations. They will work compliantly, securely, and safely within the organisation's policies and procedures.
Typical job titles include:
Occupation duties
| Duty | KSBs |
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Duty 1 Comply with current legislation and regulations and maintain the health, safety, and security of people at all times. |
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Duty 2 Plan and provide documents and instructions for colleagues in a timely manner in line with the operation, to include the use of technology and equipment. |
K4 K6 K11 K15 K16 K18 K19 K20 K28 |
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Duty 3 Support the maintenance plan by allocating the vehicles and equipment and work with colleagues for planned and unplanned maintenance. |
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Duty 4 Plan the route, considering fuel and time efficiency, for the safe delivery of products. |
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Duty 5 Select the most appropriate vehicle type for the delivery, considering access limitations, route, cost, and fuel efficiency. |
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Duty 6 Allocate appropriate resources and equipment to jobs, considering sustainability, and utilising internal and external organisations as required. |
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Duty 7 Monitor and track progress of jobs, communicate with colleagues and customers appropriately. |
K3 K6 K7 K8 K10 K11 K15 K21 K22 K23 K24 |
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Duty 8 Plan and organise work according to business need in relation to deadlines, prioritisation, and unforeseen circumstances |
K1 K3 K4 K5 K7 K9 K10 K11 K12 K15 K18 K22 K24 K25 K27 |
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Duty 9 Populate the transport management system (TMS) or relevant system with job information, following related processes and instructions to achieve deadlines. |
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Duty 10 Provide detailed briefings to ensure effective handover between shifts, including prioritisation instructions when necessary. |
K4 K15 K22 K23 K24 K25 K27 K28 |
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Duty 11 Deal with and escalate complaints to ensure effective resolution and protect the company image and brand within policy and procedures. |
KSBs
Knowledge
K1: Regulation and legislation in relation to the traffic operator role for example, drivers working hours, working time directive, and Driver and Vehicle Standards Agency (DVSA) guidance.
Back to Duty
K2: Health and safety regulations and legislation in relation to the traffic operator role.
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K3: Company policy, processes and standard operating procedures.
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K4: Methods of planning and prioritising work.
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K5: Procedures for planning routes and jobs including multiple drop routes.
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K6: Procedures for inputting customer jobs for collection and delivery.
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K7: The procedures of processing return goods.
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K8: Company process for tracking jobs through the various stages of delivery.
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K9: Techniques for adapting operation to deal with changing weather conditions, road closures and accidents.
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K10: The amending or re-planning for further delivery when circumstances change.
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K11: The principles of selecting the driving route balancing time, distance, traffic.
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K12: The principles of optimising full loads.
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K13: Vehicle types and when to use them to minimise environmental impact and cost.
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K14: Environmental and sustainability standards, and policy and procedures including ultra-low emission zones (ULEZ) and clean air zones, and compliance guidelines.
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K15: Documentation: methods and requirements - electronic and paper.
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K16: Procedures for arranging vehicles maintenance and inspection.
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K17: The consequences for not following legislation and regulations such as drivers’ hours, operator’s restrictions, and Driver and Vehicle Standards Agency (DVSA) guidance on vehicle maintenance and inspection.
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K18: Techniques used to maximise resources when organising and allocating jobs manually or using IT systems.
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K19: Importance of using technology and relevant systems correctly. General data protection regulation (GDPR). Cyber security.
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K20: Innovation and advances in technology and infrastructure within the industry.
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K21: Principles and techniques relating to the use of electronic or paper-based traffic management system (TMS) and other relevant systems.
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K22: Principles of briefings and debriefings, including capturing and sharing relevant information and data.
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K23: Written communication techniques.
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K24: Verbal communication techniques.
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K25: The organisations customer service standards including, customer specific service level agreements, key performance indicators (KPIs) and contractual obligations.
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K26: Limits of authority and escalation procedures for example, driver infringements and non-operational procedures.
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K27: Team working and wellbeing principles.
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K28: Principles of equity, diversity, and inclusion in the workplace.
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Skills
S1: Comply with regulations and legislation when working. For example, drivers working hours, working time directive, and Driver and Vehicle Standards Agency (DVSA) guidance.
Back to Duty
S2: Comply with health and safety when working.
Back to Duty
S3: Follow company policy, processes and standard operating procedures.
Back to Duty
S4: Plan and prioritise daily activities for example to customer job requirements, back loads, delivery.
Back to Duty
S5: Plan multiple drop routes and jobs.
Back to Duty
S6: Inputting customer jobs for collection and delivery.
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S7: Track job progress.
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S8: Amend or re-plan routes when delivery circumstances change, for example, changing weather conditions, road closures and accidents, customer requirements.
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S9: Adapt approach when supporting operation with, for example, changing weather conditions, road closures and accidents.
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S10: Record or enter information - paper based or electronic. For example, job sheets, handover documents, work sheets, and checklists.
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S11: Optimises routes, vehicle type and loading.
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S12: Comply with company specific policy and procedures by using the appropriate mode of transportation for ultra-low emission zones (ULEZ) and clean air zones.
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S13: Arrange the maintenance and inspection of the vehicle.
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S14: Use technology, and systems. General data protection regulation (GDPR). Cyber security.
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S15: Use the traffic management system or other relevant systems, to add, and update customer job requirements.
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S16: Conduct a briefing or debriefing session with colleagues.
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S17: Communicate in writing with others for example, internal and external customers, colleagues, and managers.
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S18: Communicate with others verbally for example, internal and external customers, colleagues, and managers.
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S19: Manage customer queries and complaints.
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S20: Apply the company’s service standards for internal and external customer services.
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S21: Escalate issues, for example, driver infringements and non-operational procedures.
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S22: Apply team working and wellbeing principles.
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S23: Apply equity, diversity, and inclusion principles in the workplace.
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S24: Carry out and record learning and development activities.
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Behaviours
B1: Customer focus prioritising their needs and expectations.
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B2: Team-focus to meet work goals.
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B3: Apply a professional approach.
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B4: Adapt to changing work requests.
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B5: Prioritise health, safety, and wellbeing.
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B6: Considers the environment and sustainability.
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B7: Contributes to equity, diversity, and inclusivity.
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B8: Seek learning and development opportunities.
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Qualifications
English and Maths
English and maths qualifications must be completed in line with the apprenticeship funding rules.
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