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
The role
Carlisle Support Services is looking for a Operations Support Manager to support the delivery of the ARL Gateline contract, with a specific focus on operational performance, security, and customer experience. This role will ensure day-to-day delivery standards, staff supervision, and operational continuity, supporting the Operations Manager in achieving contract success.
Your core role will include but not be limited to the following activities:
• Support the Operations Manager in overseeing day-to-day contract delivery
• Ensure high levels of customer service and visibility of staff across Gateline locations
• Coordinate with ARL and station management teams to address operational issues promptly
• Monitor and drive performance standards at station level, including staff appearance, gate availability, and engagement with passengers
• Provide first-line support and coaching to frontline teams, ensuring contract standards are upheld
• Support recruitment, onboarding, and rostering of staff to maintain full operational coverage
• Assist with incident response and reporting, including security breaches, antisocial behaviour, or gate faults
• Conduct regular staff audits and gate-line checks, providing feedback and improvement plans
• Lead briefings, toolbox talks, and staff engagement activities
• Ensure compliance with safety, security, safeguarding, and customer service expectations
• Escalate staffing or operational risks to the Operations Manager and act on contingency plans as directed
• Support KPI tracking, reporting, and weekly performance reviews
The ideal candidate
• Experience in security or customer service within a railway environment
• Strong understanding of crowd control and fare evasion protocols
• Confidence in incident management and reporting
• Understanding of D&A testing, Sentinel compliance, and railway safety procedures
• Comfortable working with diverse operational teams in a public-facing role
• Able to lead and motivate frontline teams
• Operational background in the rail, security or customer service sector
• Hands-on supervisor or support management experience
• Flexible with working hours, including early mornings, evenings, and weekends
• Able to travel between sites across the London rail network
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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