Regional Private Hire Licensing Administrator
Location: Manchester
Reports to: Regional Branch Manager
Hours: Part-time – 20 hours per week
Working Pattern: Flexible hours and working location
About Us
Otto Car is one of the UK’s fastest-growing private companies in the mobility sector. Helping to get private hire drivers on the road to ownership, our mission is to bring our loved ones home safely. With roots in London, we are expanding our reach to bring affordable, sustainable vehicle ownership solutions to drivers across the UK.
Since our humble beginnings with a single Toyota Prius nine years ago, we’ve grown into Europe’s largest fleet of electric cars on platforms like Uber and Bolt, with thousands of vehicles on the road. We’ve supported over 20,000 drivers in achieving financial independence and are proud to lead the way in helping private hire drivers transition to a greener future.
Joining Otto Car means becoming part of a fast-paced, values-driven organisation, playing a key role in shaping our future growth and success as we expand regionally.
Job Overview
The Regional Private Hire Licensing Administrator will support the Regional Branch Managers in managing the private hire licensing journey for drivers, ensuring new applications and licence renewals are processed smoothly, accurately and within the required timescales.
The role will act as a key link between drivers, local authorities, councils and the Otto regional hubs, providing proactive support throughout the licensing and vehicle delivery process.
The role will also help build and maintain regional licensing knowledge, identify opportunities to improve processes and contribute to reducing licensing-related delays and customer cancellations.
Key Responsibilities
- Licensing Administration:
- Manage the end-to-end administration of new private hire licence applications and licensing renewals.
- Submit licence applications and supporting documentation on behalf of customers where required, ensuring applications are complete and accurate.
- Maintain accurate records of applications, customer interactions and outstanding actions.
- Customer Service:
- Proactively support customers through local authority licensing and vehicle plating processes.
- Manage inbound and outbound customer contact via calls and email, providing regular updates on licensing applications, vehicle ETA and outstanding requirements.
- Conduct regular check-ins with customers awaiting vehicle delivery and proactively address issues that may delay progress.
- Council & Local Authority Management:
- Liaise with councils and local authorities to clarify requirements, resolve issues and unblock customer progress.
- Build and maintain knowledge of local authority private hire licensing and vehicle requirements.
- Identify key council contacts, recurring issues and areas that may impact customer delivery times, escalating significant concerns to the Regional Branch Manager.
- Query & Case Management:
- Log, triage and resolve new and existing licensing queries through Freshdesk ticketing system in line with agreed SLAs.
- Prioritise customer queries and ensure outstanding actions are progressed through to resolution.
- Escalate unresolved or complex customer and licensing issues to the Regional Branch Manager where required.
- Process & Knowledge Development:
- Develop and maintain the Licensing Playbook, covering key licensing processes, council requirements, contacts and best practices.
- Maintain the Vehicle Requirements by Authority information to ensure the wider team has access to accurate and current licensing requirements.
- Identify opportunities to improve the licensing journey, reduce delays and improve the customer experience.
- Support the development and training of team members on licensing processes and requirements.
- Operational Support:
- Work closely with the Regional Branch Manager and relevant regional hubs to improve licensing turnaround times and vehicle delivery speed.
- Contribute to initiatives designed to reduce licensing-related customer cancellations and improve customer retention.
- Provide regular feedback and insight on licensing trends, council requirements and operational challenges.
Experience & Skills
- Minimum 3 years' experience working within council taxi or private hire licensing or within the Private Hire industry.
- Strong understanding of private hire vehicle licensing and local authority processes.
- Excellent organisational and administrative skills.
- Strong attention to detail and accuracy.
- Excellent verbal and written communication skills.
- Strong time-management skills and the ability to manage multiple applications and deadlines.
- Good level of Microsoft Excel competency.
- Confident communicating with customers, councils and internal stakeholders.
- Ability to work independently, prioritise workload and take ownership of issues through to resolution.
- Proactive and solutions-focused approach to problem solving.
Key Performance Indicators (KPIs)
- Licensing application and renewal turnaround times.
- Freshdesk SLA performance and query resolution.
- Application accuracy and completeness.
- Customer communication and satisfaction throughout the licensing journey.
- Reduction in licensing-related delays and customer cancellations.
- Vehicle delivery speed and readiness.
- Accuracy and maintenance of council and vehicle licensing requirements.
- Development and maintenance of the Licensing Playbook.
The Ideal Candidate
The ideal candidate will be an experienced private hire licensing professional with a strong understanding of local authority requirements and the challenges faced by drivers navigating the licensing process.
You will be organised, proactive and solutions-focused, with the confidence to communicate directly with customers and councils to resolve issues and keep applications moving.
You will be comfortable working independently, managing multiple priorities and taking ownership of the customer licensing journey while working closely with the Regional Branch Manager and wider regional team.
This is an opportunity to use your existing licensing experience to help build a more efficient, consistent and customer-focused licensing function as Otto Car continues to expand across the UK.
Pay: £14,000.00 per year
Benefits:
Experience:
- council taxi or private hire licensing Private Hire industry: 3 years (required)
Work authorisation:
- United Kingdom (required)
Work Location: Hybrid remote in Manchester M12 4JD
