Fleet Operations - Senior Associate
Laundryheap · London
About Laundryheap
At Laundryheap, we make laundry a little easier. We’re a fast-growing, on-demand laundry and dry-cleaning service operating across 13+ countries, with a simple promise: laundry collected, cleaned and returned within 24 hours.
Our driver partners are a huge part of making that promise possible. They’re the people who connect our customers, laundry partners and operations every day.
We’re looking for a Senior Associate – Driver Operations & Fleet to help us look after, grow and continuously improve our UK driver network.
This is a hands-on role where you’ll work across the full driver journey; from attracting and welcoming new driver partners, to supporting engagement and retention, maintaining quality standards and helping us grow our London e-bike fleet.
Our drivers are self-employed partners, so building strong relationships is just as important as understanding the numbers. You’ll be someone who enjoys both sides of the role, whether that’s looking at retention data, speaking with a new driver during a welcome call or getting out into the field to understand and solve an operational challenge.
What you'll be doing
Driver Acquisition & Onboarding
- Help us build and maintain a strong pipeline of driver partners across the UK.
- Publish and refresh driver opportunities across relevant channels and work towards weekly supply targets.
- Manage our applicant tracking system (Fountain), keeping applications moving smoothly through the process.
- Welcome new driver partners through calls and onboarding, making sure they have a positive experience from the start.
- Check and maintain required documentation, including Right to Work, driving licences, insurance, MOT and vehicle documents.
- Keep driver records accurate, complete and ready for audit when needed.
Driver Quality, Engagement & Retention
- Keep a close eye on driver quality, retention and engagement, using data to spot trends and opportunities early.
- Work with drivers who may be struggling and provide clear, fair and supportive guidance to help them improve.
- Help create engagement and incentive initiatives that keep our driver partners connected and motivated.
- Support driver off-boarding where compliance, conduct or service standards are not being met, always following a clear and consistent process.
- Look at driver performance across the network and identify ways we can improve together.
Vendor & Fleet Management
- Build positive working relationships with our van and bike vendors.
- Help us source and flex additional capacity when needed, particularly for B2B projects and contracts.
- Support vendor negotiations around rates and SLAs and keep an eye on performance against agreed standards.
- Work with vendors to make sure vehicles are safe, available and properly documented.
- Keep track of fleet costs and invoices, identify anything unusual and look for opportunities to improve utilisation and value.
Growing Our London E-bike Fleet
- Play an important part in helping us build and grow our London e-bike fleet.
- Work with vendors and driver partners to encourage e-bike adoption and support training.
- Help manage the practical side of the fleet, including insurance, charging and battery logistics, maintenance, health & safety and utilisation.
- Monitor how the fleet is performing and look for ways to make it more effective.
- Help us create a simple, repeatable approach that we can use as we expand into other urban areas.
Working Across the Business
You’ll work closely with teams across Laundryheap, including Operations, Customer Service, Product and Finance.
This will include:
- Helping resolve driver-related questions, incidents and escalations.
- Supporting situations such as accidents, vehicle damage, no-shows and customer-facing concerns.
- Helping resolve driver pay and operational queries.
- Sharing feedback from drivers with our Product and Technology teams so we can continue improving the driver experience.
- Looking for simple ways to make our driver processes better, smoother and easier to scale.
The numbers you'll help us improve
We’ll look to you to understand what the data is telling us and turn it into practical action. Some of the areas you’ll help track include:
- Active drivers vs. demand
- Demand fulfilment
- Driver retention and churn
- Time to onboard
- Driver ratings and CSAT
- Delays and reschedules
- Failures and cancellations
- Shift acceptance and fill rates
- Asset utilisation
- Cost per task
- Driver performance and benchmarking
- Fleet utilisation and cost
What would make you a great fit?
We'd love to hear from you if you have:
- 3–5 years’ experience in logistics, last-mile delivery, gig economy or fleet operations.
- Experience working with a self-employed, contractor or gig workforce.
- A good understanding of data and confidence using Excel, Google Sheets and dashboards.
- Experience working with vendors and negotiating rates or SLAs.
- Strong communication skills and a natural ability to build positive working relationships.
- Good organisational skills and the confidence to take ownership of work from start to finish.
- A practical, solutions-focused approach and the ability to stay calm when things move quickly.
- The right to work in the UK without requiring sponsorship.
It would be great if you also have:
- Experience using an ATS, particularly Fountain.
- An understanding of UK self-employment and worker-status considerations.
- Experience with e-bikes, e-cargo bikes or other micromobility fleets.
- Familiarity with London and its delivery landscape.
- Experience working with B2B or enterprise customers.
What success could look like in your first 6 months
By six months, we’d love to see you having made a real difference to the driver network, including:
- Driver supply consistently meeting demand across key zones and shifts.
- Improved driver retention and quality.
- A growing, safe and well-utilised London e-bike fleet.
- Clear and reliable processes for managing the e-bike fleet.
- Accurate and up-to-date driver documentation and compliance records.
- Stronger vendor performance and clearer SLA tracking.
- Better visibility and control of fleet costs.
- Smoother, more welcoming and scalable driver onboarding and engagement processes.
Why join Laundryheap?
This is a role where you’ll have real ownership and the opportunity to make a visible difference.
You’ll be close to the people and operations that keep Laundryheap moving, while also having the space to improve how we work as we continue to grow.
If you enjoy working with people, making sense of data, solving problems and building better ways of working, we’d love to hear from you.