You are

Working in the Security and Events industry, leading large teams and multiple contracts, ideally across various sectors. You're able to balance customer needs with business goals, and you know how to deliver service solutions that enhance business value. Capable of supporting and developing your team to achieve excellent results, you thrive on challenge and embrace change. You are an expert, but you never stop learning and evolving new ways of working, having a direct impact on improving the performance of the business and the service to your clients.

We are

A rapidly growing business, with revenues increasing threefold in the past five years and set to continue. We provide services to a range of high profile and market leading clients across the UK. We are experts in our chosen fields, focusing on the provision of cleaning, security, events, and retail support services. We work in fast-paced, highly collaborative, innovative, and customer-focused environments, empowering our people to deliver exceptional outcomes.

Together we'll be

• Passionate about the wellbeing of everyone
• Putting our customers at the heart of everything we do
• Delivering on our promises - all the time
• Supporting everyone to be sector-based experts

What you'll do

Reporting to the Managing Director (Security Events & Retail North) as Head of Operations, you will lead a fantastic management team to ensure Carlisle Support Services successfully delivers its contractual operational and financial targets across your contract portfolio, ensuring full compliance to customer's terms of business, service level agreements, health and safety requirements and legislation associated with the delivery of this service.

Your Essential Responsibilities will involve, but not be limited to these core elements:

Cultural

• Create and maintain a unified service delivery methodology for security based around the value of Carlisle Support Services

Operational

• Ensure service levels delivered adhere to our contract terms and client SLAs through deployment of best practice processes and motivated and highly trained personnel
• 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 seasonality
• Identify and introduce appropriate and agreed innovation or improvements to enhance customer satisfaction
• Conduct regular Health and Safety training audits and toolbox talks

Compliance

• Ensure all officers are deployed in line with the the Private Security Industry Act 2001, as well as appropriate site-based screening, vetting and qualifications to fulfil contractual obligations
• Ensure all officers have safe systems of work for all tasks undertaken which are communicated and understood by all team members and documented as being so, completing regular audits to ensure contract and legal compliance
• Ensure all managers have completed a Customer Temp Check each month for each contract
• Promote a secure and safe working environment at each site by carrying out regular risk assessments and security reviews, ensure staff are trained including contract specific training i.e., rail processes
• Prepare and deliver weekly reports and monthly KPI packs for the client in line with contractual requirements
• Conduct Visit IT audits at all assignment locations - at least 1 per month per assignment location

People

• Direct staff and monitor performance via an effective performance review process and managing any staff in line with HR guidelines, identify and provide opportunities for development and training, and oversee staff welfare
• Responsible for the recruitment and retention all contract management personnel
• Conduct monthly documented 1-1's with each manager, to review performance, objectives, and welfare

Customer

• Attend contract review meetings for all key contracts and provide input for quarterly strategic meetings
• Create and oversee a Contract Development Plan for all contracts

Financial

• Conduct monthly reviews with finance to prepare the period P&L with Managing Director
• Monitor POs ensuring accurate and timely submission by all managers
• Weekly review of billing, non-bill & training costs, assist with client billing issues to support cash collection
• Ensure sub-contract labour is kept to a minimum

Stakeholder Relationships

• Support development of pragmatic working relationship with any associated unions
• Establish and encourage proactive working relationships with police, emergency services, local CTSA team, customer stakeholders and local communities

Divisional Promotion & Social Media Presence

• Internal - Regularly post good news stories and values driven material on the Carlisle employee engagement portal
• Externally - Regularly post good news stories and values driven material on LinkedIn and other relevant media

What you'll need

Qualifications, Skills & Experience:

• SIA Licensed with an excellent understanding of the UK Security industry
• IOSH Certificate or equivalent
• Excellent communication skills - articulate and focused, proficient written & IT skills, good listener
• A good people manager, able to motivate and optimise outputs from team members
• Commercial skills and the ability to manage a P&L, excellent report writing and presentation skills
• Good organisation and time management skills, able to manage conflicting priorities and meet deadlines
• A full UK driving licence with no more than 6 penalty points

What we'll give you

The opportunity to thrive and be your best self, to learn and develop through accredited training, to progress your career and to gain reward and recognition for excellence. Some of our other benefits include:

• 4% matched pension (after qualifying period)
• Life Assurance 2x annual salary
• 23 days holiday rising to 25 after two years' service
• Health and Wellbeing Plans
• Discounts and Cashbacks
• Paid Volunteering days
• Employee Assistance Program
• Refer a Friend Scheme
• Cycle to Work Scheme

We're committed to continually developing and improving our package of pay and benefits, ensuring we continue to attract and retain the best people. We're also committed to providing ways to enhance the health, wellbeing, and quality of life for all our colleagues.

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