There are many aspects of modern society that we simply take for granted, and if you have ever wondered where all the coaches you see day in day out, are going, there are many customers for the transport provider. Schools and factories take advantage of coach hire, and when your favourite football team plays away, it if the coach that gets them there, and of course, let’s not forget the thousands of supporters who travel great distances to see cheer their team on. A large coach hire company would comprise on many departments, and if you would like to know about the behind the scenes activities it involves, here is an overview.

Servicing Department

A large coach rental company would have an extensive fleet of vehicles that ranged from minivans to VIP Luxury coaches, and the servicing department would ensure that all vehicles are correctly maintained, while carrying out any necessary repairs. The Transport manager won’t be happy if he doesn’t have back-up, so there would be several spare of each vehicle category that are primed and ready for anything, and with this safety cushion and a can do attitude, the transport needs would always be covered. In many ways, this department is the very heart of the business, and with several teams that share the responsibilities of maintaining all the vehicles, the company can fulfil their obligations.

Client Management

Every commercial client would have a contract manager, whose job it is to ensure that everything goes as it should. One customer manager might have 2 or 3 contracts to oversee, and the number of contract managers would depend on the scope of the business. A national company, for example, might have 20 managers who oversee all their clients throughout the UK, while a local company would only require 2 or 3. The customer would liaise with their assigned contract manager and would not have to deal with anyone else, making for a convenient and effective system.

The Drivers

They do much more than just drive the coaches, as they are also ambassadors for the company, and would be typically be well versed with the role, and are always willing to help. The driver has a lot of responsibilities, which include certain vehicle maintenance tasks, and would understand the need for punctuality. The drivers would report to their manager, who would oversee the administration and issue drivers their schedules, as well as recording their working hours. The emphasis would be on driver training, with the focus on customer relations, as apart from the contract manager, the driver is the only other person the client will meet.


Of course, there would be receptionists and accountants who handle the administrative day to day running of the business, and they would likely have at least one salesperson, whose job it is to search for new clients. Typically, there would not be an aggressive marketing approach, as this industry is all about referrals and recommendations, yet they would make good use of their website, which is their portal to customer relations.

If every department focuses on getting it right, the organisation should be very effective, and with customer satisfaction at the forefront, the client base would steadily grow.