From Numbers to Names: Building a Workforce That Stays, Grows, and Leads with Zero Subcontractors

A look through the lens of Matt Rogers, Head of Recruitment and Resourcing at Carlisle Support Services

Carlisle saw a dream, a vision of a security industry where people come before profit – where frontline officers are respected, fairly rewarded, and empowered to grow. The firm imagined a sector that moves beyond the outdated dependence on subcontractors and embraces a model that values direct employment, enhanced training, and clear career growth opportunities. Carlisle Support Services turned that dream into action by removing subcontractors last year from all core, non-specialist frontline roles. One year on, that decision has deeply strengthened our operations, reinforced ethical labour practices, human connection, and accountability at every level.

Recruitment welcomed this move as they continued to look for purpose, suitability and long term-commitment before people even walked through the door. All of our departments aligned, project plans were created, and recruitment became a collaborative function embedded in every major operational decision. “Now, we own the entire process,” says Matt Rogers, Head of Recruitment and Resourcing. “And it’s made us better, sharper, and more focused.”

Inductions became high support events where the attendees could focus all their attention on the engaging, interactive, and high-impact sessions. Strong attendance levels approaching 90% reflected the value people saw in the process and their commitment to Carlisle.

At Royal Ascot 2025, over 140 new people were inducted, and the majority went on to work the event. Carlisle received excellent feedback from the customer on the quality of the service provided with our team winning numerous awards for excellence. For Matt, the change in approach meant that volume recruitment felt less transactional and more purposeful.

“Numbers only tell a part of the story. The real change occurred in how our people showed up. When you build a workforce yourself, when you talk to every applicant, support them through training, give them opportunities to grow – something powerful happens. You create connection and build trust. And we saw that trust translates into action. Staff aren’t just filling shifts. They are leading them. They are stepping up. In fact, 58% of salaried roles over the past year were filled by internal candidates.”

Staff members feel professionally satisfied, heard, and supported in their role. It’s one of the outcomes Carlisle is proudest of.

In London, event operations are at their busiest, and almost all core security roles filled from company’s events pool. That means fewer external hires, decreased staff turnover, and greater reliability. For Carlisle it’s about quality. “These are people we’ve trained, people we know, people we trust.”

“We’ve seen what they’re capable of.”

Technology has played a quiet but powerful role in this transformation. Carlisle’s applicant tracking system now integrates QR-coded applications, document uploads, and will soon feature a branded chatbot to pre-screen applicants. An automation with a purpose, freeing recruiters to focus more on people than paperwork.

Quality matters, every time! The clients feel the difference. Since removing subcontractors, the brand receives repeated feedback that deployed staff are not just licensed but also well-informed, trained, and aligned with the brand values. From ACT and SCaN counter-terrorism modules to site-specific briefings, Carlisle’s teams show up ready. Post-event surveys from high-profile assignments like the Labour Party Conference and Royal Ascot show strong satisfaction from both clients and candidates. Interestingly, a substantial number of Ascot staff were returners; people who had worked with us before and preferred to do it again.

“Proud to say that we have gained full control to build careers and support people. Events are here to prove the success,” declares Matt. “When you invest in people, they give back, bringing energy and commitment when it matters the most.”

By choosing to build a workforce from within, the company has redefined what sustainable recruitment and social impact look like – one decision, one hire, and one conversation at a time. Carlisle is now stronger than ever and proud to be developing exceptional people.