Carlisle Support Services are seeking a reliable and experienced Duty Manager for a contract within the rail industry.

Location: Manchester

Purpose of Role: 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.

Job Description: 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 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
• 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 Health & Safety Inspections (training to be provided)

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

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