LGV CE Interview Assessment

• ULN

• ACE360 ID

• Prepared by

• Conducted on

  Date

PASS CRITERIA -Explains how they deliver excellent customer service to customers and colleagues, resolving any errors or problems in line with company guidance -Communicates effectively in line with company style and culture, and their own initiative, to maintain the organisation’s reputation -Describes how they carry out delivery and other activities in a safe and efficient manner, following instructions, organisational policy and Health & Safety guidelines.

What do you do to give excellent customer service?

• Deliver goods on-time

• Avoid damage to goods

• Report issues

• Good communication

• Be honest

• Be polite

• Other response

• No suitable response

When may you need to contact a customer and what style of communication would you use

• To report delays

• To ask for help and advice

• Be clear and precise

• Be honest

• Telephone, Tex, or Email

• Other response

• No suitable response

How do you ensure you keep you and customers safe while delivering?

• Wear PPE

• Communicate with customers

• Follow Health and Safety guidelines

• Take reasonable care for my own safety and the safety of others

• Other response

• No suitable response

DISTINCTION CRITERIA -Describes the impact of key performance indicators in relation to delivery, performance, and service levels. For example, meets timed deliveries -Explains how they have exceeded performance targets without compromising safety and outline the impact on the business -Explains how they have managed difficult conversations with customers/colleagues, e.g., when a delivery has had an unanticipated delay.

How can you meet performance targets set by your company, and how can you achieve this safely?

• On-time delivery

• Driving safely

• Fuel efficiency

• Following the Highway Code

• Careful route planning

• Following Drivers Hours Regs

• Other response

• No suitable response

You arrive at a delivery location and the customer reports damage to their goods, how do you deal with this situation?

• Appologise for the problem

• Report the issue to management

• Be calm and polite

• Explain how you will rectify the problem

• Other response

• No suitable response

Summary

• Pass

  Distinction

  Fail

PASS CRITERIA •Describes how their role contributes to the organisation’s commercial position and safety and the wider logistics sector and the roles available to them within the industry •Outlines issues facing the sector •Explains how they maintain integrity, credibility and honesty •Explains how they promote their organisational values and brand

How does your role affect the commercial health of your company?

• Good customer service

• Avoiding accidents and damage

• Driving in a fuel efficient manner

• On-time deliveries

• Being a good ambassador

• Other response

• No suitable response

What issues are facing the logistics sector as a whole?

• Driver shortages

• Traffic delays such as roadworks

• ULEZ, Low Emission, and Clean Air Zones

• The cost of fuel

• Other response

• No suitable response

How are you able to demonstrate your honesty, integrity, and credibility?

• Reporting issues to customer and company

• Checking my vehicle and reporting faults

• Being on-time

• Making sure I get the work done

• Recording my work activities

• Other response

• No suitable response

How can you help to promote you companies immage and brand?

• Be polite when dealing with customers

• Be honest

• Deliver goods on-time

• Go the extra mile for customers

• Wearing uniform

• Keeping my vehicle clean and serviceable

• Driving safely

• Other response

• No suitable response

DISTINCTION CRITERIA •Outlines the impact of negative publicity on the sector and how that may affect their organisation •Explains the impact of reputational damage on the organisation’s brand and the impact on the business

How does negative publicity affect the industry and how would a bad reputation affect your organisation?

• Customer complaints

• Loss of business

• People will not want to work in the industry

• Reduction in revenue

• Being made redundant from work

• Other response

• No suitable response

Summary

• Pass

  Distinction

  Fail

PASS CRITERIA •Explains the environmental impact of the industry and what they and the industry can do to minimise this impact including fuel efficient driving techniques, trailer and cab design.

What can you and the industry do to reduce the enviromental effects cause by LGV's?

• Reduce fuel consumption

• Drive safely

• Careful route planning

• Use Cruise Control

• Avoid harsh breaking

• Avoid harsh acceleration

• Regular servicing

• Use newer and more economical vehicles

• Avoid idling time

• Othe response

• No suitable response

DISTINCTION CRITERIA •Explains how their chosen route respects clean air zones and other regional restrictions.

When planning routes, what environmental considerations do you make, and what other restriction should you be aware of?

• ULEZ, Low Emission, Clean Air Zones

• Avoid driving in built up areas when possible

• Vehicle dimensions

• Weight

• Low bridges

• Speed limits

• Parking restrictions

• Other response

• No suitable response

Summary

• Pass

  Distinction

  Fail

PASS CRITERIA •Discusses lifestyle challenges of the role and how they mitigate risks to their health and well-being •Explains how they take a safety-first approach to their role

How does the role of a driver affect their health and wellbeing?

• Sitting for long periods of time

• Eating fast food

• Not eating healthy meals

• Feeling tired from long driving hours

• Spending time away from family and friends

• Difficulty in getting regular excercise

• Other response

• No suitable response

How do you take a safety first approach to your role?

• Take regular breaks

• Stop if I feel tired

• Wear PPE

• Follow safety rules and guidelines

• Check the vehicle is serviceable

• Ensure that my load is secure

• Other response

• No suitable response

DISTINCTION CRITERIA •Explains the health risks and risks to the business in a given scenario (Assessor to select one of the scenarios below)

You have a 200 mile journey on a hot bank holiday weekend, so there's lots of extra traffic around. What are the risks to your health and the risks to the business?

• Fatigue

• Extra issues caused by traffic

• Heat related illness or injuries

• Accidents

• Delays

• Failed deliveries

• Customer complaints

• Cost of fuel

• Other response

• No suitable response

You have a long journey overnight, ice and snow have been forecast. What are the risks to your health and the risks to the business?

• Fatigue

• Extra issues caused by traffic

• Cold related illness or injuries

• Accidents

• Delays

• Failed deliveries

• Customer complaints

• Cost of fuel

• Other response

• No suitable response

Summary

• Pass

  Distinction

  Fail

PASS CRITERIA •Describes how they take steps to protect the vehicle and load from theft and damage in line with company security and safety procedures including using any vehicle fitted security equipment

How can you help to protect the vehicle and its load from theft and damage?

• Park in a secure area

• Well lit

• CCTV

• Park with cargo doors against a wall or another vehicle

• Lock doors and windows

• Keep vehicle in site

• Complete a walk around inspection for security of the vehicle and load

• Do not publish the routes you are taking

• Drive in convoy

• Other response

• No suitable response

DISTINCTION CRITERIA •Explains the impact on the business in a given ‘vehicle protection’ scenario (Assessor to select one of the scenarios below)

You are returning from mainland Europe; at the port you notice damage to a lock on the vehicle and believe that someone may have had access to the load compartment. What impact could this cause for your company?

• Impact of clandestine entrants

• Fines

• Theft

• Customer complaints

• Delays

• Additional costs

• Reported to the Traffic Commissioner

• Other response

• No suitable response

You have returned to your vehicle after taking a break. The trailer curtain has been slashed open, and you realise someone has had access to the load compartment. What could be the impact on your business?

• Theft

• Delays

• Cost of replacing goods

• Customer concerns and complaints

• Loss of business

• Repair costs of vehicle

• Other response

• No suitable response

Summary

• Pass

  Distinction

  Fail

PASS CRITERIA •Describes how they comply with relevant regulations and legislation that impacts on LGV

What rules must you follow to comply with LGV regulations and legislations?

• Use of Tachograph

• Drivers Hours

• Working Time Directive

• Health and Safety (PPE etc)

• Inspecting a vehicle before use

• Inspecting the load to ensure it is secure and not overloading the vehicle

• Driver CPC

• Complying with DVSA regulations

• Highway Code

• Other response

• No suitable response

DISTINCTION CRITERIA •Explains the impact on the business in a given ‘legislation or regulations’ scenario (Assessor to select one of the scenarios below)

You have been stopped by the DVSA, on inspection of your vehicle, they have found a serious defect. What could the consequences be for your company?

• Fines

• Reported to the Traffic Commissioner

• Vehicle impounded

• Operator Licence restricted or revoked

• Delays

• Customer complaints

• Negative reputation

• Negative effect on OCRS

• Other response

• No suitable response

You have been stopped by the police; they have seen that your load is insecure. What could the impact be on your company?

• Fines

• Reported to the Traffic Commissioner

• Vehicle impounded

• Operator Licence restricted or revoked

• Delays

• Customer complaints

• Negative reputation

• Negative effect on OCRS

• Other response

• No suitable response

Summary

• Pass

  Distinction

  Fail

PASS CRITERIA (no distinction available) •Uses the organisation’s IT systems to access and record tasks

What IT systems can you use to record your tasks?

• Tachograph (My Drive for MOD)

• PDA to scan goods for delivery or collection

• Use of IT to record and report vehicle pre-use inspection

• LGV Telematics

• Vehicle computer systems to check levels or diagnose faults

• Other response

• Non suitable response

Summary

• Pass

  Fail

PASS CRITERIA (no distinction available) •Outlines the difference their contributions have made when working as part of a team •Explains which tasks are an individual responsibility and how they take accountability for that •Explains how they prioritise tasks and how they manage periods of high workload to ensure deadlines are achieved •Outlines the differences they have made when supporting a colleague •Explains how they have improved their performance over time and kept up to date with industry developments •Explains how they manage change, including and how their flexibility makes a difference to the business

Explain how your contributions make a difference when working as part of a team?

• Gets the job done quicker

• I share my knowledge and experience

• It can be safer to have more people involved with a task

• It is better for morale

• Other response

• No suitable response

As the driver, which tasks are your responsibility?

• Completing a pre-use inspection of the vehicle

• Inspecting that the load is secure and evenly distributed

• Reporting defects or issues to Management

• Planning routes

• Customer service and communication

• Driving safely and following rules and regulations

• Other response

• No suitable response

How might you prioritise your work to meet deadlines and schedules?

• Complete urgent tasks first

• Plan ahead to avoid delays

• Start work early

• Being flexible to meet demands

• Other response

• No suitable response

How have you been able to help and support a junior member of your team?

• Offer advice and guidance

• Explain processes to them

• Show them best practices

• Check their work

• Other response

• No suitable response

How are you able to improve your performance as a driver and how can you stay up-to-date with industry changes?

• Attending training

• Driver CPC

• Reading industry magazines or subscribing to industry websites

• Government websites

• Asking for help and feedback from Managers or Colleagues

• Driving safely to avoid accidents

• Being fuel efficient

• Other response

• No suitable response

How does your flexibility in your role help your organisation?

• I help the business to succeed

• Start work early or finish late as required

• Work rest days or do overtime

• Be prepared to go the extra mile

• Offer excellent custoemr service

• Help my colleagues

• More business for the organisation

• Other response

• No reponse

Summary

• Pass

  Fail

• Assessment Summary

• Pass

  Distinction

  Fail

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