Job Introduction
We are:
A rapidly growing business, with revenues increasing threefold in the past five years and set to continue. We provide services to a range of high profile and market leading clients across the UK. We are experts in our chosen fields, focusing on the provision of cleaning, security, events, and retail support services. We work in fast-paced, highly collaborative, innovative, and customer-focused environments, empowering our people to deliver exceptional outcomes.
You are:
Responsible for the day to day running of the revenue operation in order to maintain a high level of service delivery in line with contract requirements for the Northern Revenue Contract for Northern Trains.
Together we’ll be:
Actively promoting the company vision by embedding our shared values throughout the team, empowering passionate people to deliver exceptional outcomes because we are:
Passionate about the wellbeing of everyone
Putting our customers at the heart of everything we do
Delivering on our promises - all the time
Supporting everyone to be sector-based experts
What you’ll do:
As Duty Manager there will be a requirement to act as a first point of contact for employees and client representatives on a daily basis. Working closely with the scheduling team, administrator and Team Leaders to ensure that the operation is as effective and efficient as possible.
Key Responsibilities:
Work with the Contract Manager to ensure that sufficient levels of resources are available for the scheduling team to deploy (Recruitment)
Ensure the revenue protection operations are executed in line with customer requirements.
Work with the scheduling team to ensure that all sites are covered according to the contract
Ensure all employees report for duty in line with site requirements
Ensure compliance with all company policies and processes
To assist with station revenue blocks as directed (supporting special events)
Work with other DMs and Admin to ensure that regular contact is made with all staff members across all regions on a frequent basis
Ensure all company issued equipment is present and being used and maintained correctly. Any faults or instances of lost, stolen or damaged equipment to be reported accordingly
Report any faulty customer supplied equipment (ATG / Zebra) to the customer
Ensure that the uniform standards of all site personnel conforms to Carlisle and Northern Standards
Fully investigate and respond to any customer complaints in a timely manner
Attend client meetings alongside Contract Manager as part of development
Completion of H&S Inspections (training to be provided)
Ensure that all employees have the relevant training required for specific sites (eg; ATG competency)
To deal with and resolve staff issues as escalated.
Coaching and mentoring of team to ensure best practice and highest levels of customer service delivered
Follow up on all instances where employees have failed to follow the correct procedures in reporting for duty
Carry out investigations (disciplinary/grievance) where appropriate
Carry out probationary reviews with all new starters
Work with administrator to ensure that all return to work interviews are conducted in a timely manner in line with company procedure
What you’ll need:
Experience in a supervisory role is essential
Experience of working in a customer-driven service environment
Able to problem solve and demonstrate solution orientation
Excellent communication skills – articulate and focused, proficient written skills, good listener
Self-motivated and able to adapt to a changing environment
Ability to negotiate positively
Demonstrates the ability to forge and maintain relationships over the telephone and face to face
Good organisational and time management skills, with the ability to manage conflicting priorities
Competent user of IT systems
Ability to work collaboratively
Flexibility around working hours and patterns is essential
What we’ll give you:
The opportunity to gain experience and be your best self, to learn and develop through accredited training, to progress your career and to gain reward and recognition for excellence with Superstar and Core of Carlisle Awards. Some of our other benefits include:
23 days holiday rising to 25 after two years’ service
Contributory pension scheme after qualifying period
Health and Wellbeing Plans
Discounts and Cashbacks
Paid Volunteering days
Employee Assistance Program
Refer a Friend Scheme
Cycle to Work Scheme
We’re committed to continually developing and improving our package of pay and benefits, ensuring we continue to attract and retain the best people. We’re also committed to providing ways to enhance the health, wellbeing, and quality of life for all our colleagues.
Equality, Diversity, and Inclusion
At Carlisle, we are committed to Equality, Diversity, and Inclusion in all areas of employment, recruitment and selection, training, development, and promotion. In all situations people will be judged solely on merit or ability.
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