Key Responsibilities:

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.

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.

Cultural

Shared Values: The post-holder will actively promote the company vision by embedding our shared values within all areas of activity.

Promise based culture - we will deliver on our promises

Sector based experts - we will support our team to become experts in their roles

Customers at the heart - we will put our customers at the heart of everything we do

Care passionately for all - we will care passionately for the well-being of everyone

Operational

• 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 that relevant local working instructions are followed according to the customer requirements.
• 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.
• Act as a deputy for the Contract Manager as and when required.
• Undertake management training as and when required.
• Attend client meetings alongside Contract Manager as part of development.
• Completion of H&S Inspections (training to be provided)

Financial

• Work with the scheduling team to ensure that the Timegate System is accurately maintained with relation to staff shifts and timings for pay and billing purposes.
• Work with the Contract Manager to control costs relating to uniform and staff equipment (effective staff visits).

People

• 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.
• Ensure that engagement with staff is documented via Site-IT and Visit-IT.
• Follow up on all instances where employees have failed to follow the correct procedures in reporting for duty.
• Promote, identify and recognise good performance by nominating staff through internal recognition schemes.

Performance Management & Record Keeping

• Work with the administrator to ensure that all relevant records and documentation are maintained accurately (sickness absence etc).
• 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.
• Maintain the highest professional standards as an employee of Carlisle ensuring that a total quality approach is adopted to work colleagues and clients.
• Attendance and participation in regular review meetings is required.

Person specification:

• 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

Safety Responsibilities:

It is the post holder's duty to:

• Take reasonable care of their own health and safety and the health and safety of others who may be affected by your actions or omissions.
• Only carry out work in accordance with any training, instruction or company procedure that is relevant to the role.
• Inform the Contract Manager of any health and safety problems identified by themselves, colleagues or others.
• Co-operate with the Contract Manager in meeting all health and safety requirements.

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