Job Introduction
The benefits
Health and Wellbeing Plans
23 days paid holiday increasing to 25 after 2 years
Discounts and Cashbacks
Paid Volunteering days
Employee Assistance Program
Refer a Friend Scheme
Cycle to Work Scheme
Bonus
Car Allowance
The role
Carlisle Support Services is looking for a Head of Operations to ensure Carlisle Support Services successfully deliver its contractual operational and financial targets in the group of contracts detailed below, ensuring full compliance to customer’s terms of business, service level agreements (SLA’s), health and safety requirements and legislation associated with the delivery of this service.
Your core role will include but not be limited to the following activities:
• Create and maintain a unified service delivery methodology for security based around the value of Carlisle Support Services
• Ensure service levels delivered adhere to our contract terms and client SLA’s
• Ensure sufficient levels of qualified and competent officers are maintained to meet the current and projected future levels of personnel required
• Work with Resource Planning Team to fill vacancies and seasonally plan uplifts or down turns
• Identify and introduce appropriate and agreed innovation or improvements in line with client’s expectations and vision
• Identify and introduce ways to improve service delivery that improve cost base and enhance customer/stakeholder satisfaction
• Ensure all officers are deployed in line with the rigours of the Private Security Industry Act 2001 in terms of aligned licensing and training for officers and issues of screening for matters of safeguarding
• Complete regular audits across the network to ensure contract and legal compliance, and ensure any non-compliance is rectified and reported
• Completion of all assignment instructions and risk assessments their successful dissemination to front line staff
• Communicate Health and Safety processes and policies to all staff and ensure they remain trained including contract specific training i.e., rail processes, to comply with legislation and ensure a safe system of work is always in operation
• Direct staff and monitor performance via an effective performance review process and managing any staff performance issues promptly and in line with HR guidelines
• Responsible for the recruitment and retention all contract management personnel
• Support the coaching and mentoring of all direct reports to contribute in the development of exceptional people.
• Attend contract review meetings for all key contracts in your area and input into quarterly strategic meetings
• Create and oversee a Contract Development Plan for all contracts to focus on service improvement, staff development and welfare, and financial status of the contract in terms of increased revenues and profitability
• Conduct monthly calls with Finance Business Partner to prep the period P&L for the Managing Director and implement any necessary remedial actions.
• Make sure all POs are submitted on time and accurately by all managers / support staff in the region
• Review weekly none bill for training and pay and provide reasons for weekly call
• Ensure no sub-contract labour is used across the portfolio.
• Assist with any outstanding billing issues with client to keep cash collection clean and prompt
• Support development of pragmatic working relationship with any associated unions
• Establish and encourage proactively working relationships with police, emergency services, local CTSA team and client stakeholders
• Establish and encourage proactive working relationships with the key client stakeholders and local community
• Prepare and deliver weekly reports and monthly KPI packs for the client in line with contractual requirements
• Financial performance – assist with the compilation of the monthly P&L
• Conduct Visit IT audits at all assignment locations – at least 1 per month per assignment location
• Conduct regular Health and Safety training audits and toolbox talks
• Prepare and deliver a monthly Head of Operations report for the Managing Director.
The ideal candidate
• SIA Licensed
• Excellent understanding of the UK Security industry
• IOSH Certificate or equivalent
• Work IT training
• Excellent communication skills – articulate and focussed, proficient written skills, good listener
• A good people manager, able to motivate and optimise outputs from team members.
• Keen commercial skills with the ability to understand and control a P&L
• Excellent report writing and presentation skills
• Good organisational and time management skills with the ability to manage conflicting priorities and deliver to deadlines
• Must hold a full UK driving license
• Flexibility around working hours and patterns
Covering Contracts in the Midlands Region from Banbury to Cheshire
Successful candidates will be required to provide original documentation for detailed screening and vetting processes.
This could include the following: passport / driving licence / utility bill dated in the last 3 months / HMRC letter / original bank statement / original payslip / birth certificate / a valid share code.
About us
Join a growing market-leading brand of support services to work with the UK’s largest brands such as Tottenham Hotspur Stadium, Jaguar Land Rover, Tesco, BBC StudioWorks, and many more.
Carlisle currently employees over 5,000 dedicated and enthusiastic staff members to deliver events, security cleaning, and retail facilities support services across the UK’s most renowned sites and critical infrastructure.
Apply today to find out more and embark on an exciting career journey filled with unrivalled recognition schemes and progression opportunities aimed at helping you achieve your true potential.
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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