Job Introduction

The role

Carlisle Support Services is looking for an Operations Manager who will be responsible for the management, coordination, and delivery of the Business Improvement District (BID’s) contracted security operation.

You will deputise in the absence of the contract manager and will support the contract requirements where applicable.

Varied shifts ranging from 8 to 12 working hours inclusive of days, nights, weekend days, and weekend nights, depending on business needs and requirements. You will be responsible for and required to support the team on the ground.

Your core role will include but not be limited to the following activities:

• Working with the contract manager to ensure all time shifts are rostered accordingly and in line with contracted and agreed hours given by the contract manager.
• Ensuring that all shifts are covered and arbitrated.
• Investigating and working with the contract manager and duty manager to identify causes behind failed duties.
• Ensuring rota loads are complete in line with allocated hours given to contract output.
• Managing staff performance using company policies and procedures.
• Holding performance reviews with staff who report to you.
• Working alongside the duty manager to ensure front-line teams are monitored and supported.
• Liaising with HR using the system provided to ensure all HR challenges are dealt with in a timely manner.
• Being a contact point for all front-line operatives as required.
• Ensuring all staff have the relevant training as per their role within the contract.
• Ensuring all new starters are inducted, and all mandatory training is completed within the timeframe set.
• Working with suppliers, making sure all staff have the relevant and up-to-date skill sets.
• Taking ownership of the training matrix, using, and ensuring all staff have up-to-date training records.
• Ensuring that all staff on duty to be ready for deployment in the area have been briefed, wearing correct uniform/PPE, carrying all equipment.
• Producing and maintaining an audit schedule for equipment.
• Conducting daily vehicle checks.
• Managing daily equipment checks.
• Carrying out audit training with all staff.
• Monitoring staff to ensure all work is completed, including all reporting uploads onto reporting platforms.
• Producing action plans and preventative measures alongside the duty manager to ensure non-repeat failures.
• Providing regular operational reporting to the BID management team.
• Managing and ensuring all offenders are added onto the Alert platform.
• Working with the duty manager and contract manager to understand failures and producing action plans and preventative measures.
• Supporting and attending high-profile events.
• Identifying emerging security risks and developing appropriate operational responses.
• Ensuring serious or significant incidents are escalated appropriately.
• Reviewing operational performance and making recommendations to the BID management team.
• Leading the duty manager to ensure compliance with daily staff checks and performance.
• Daily checks consist of but are not exclusive to SQR, unmanned building, water, bike maintenance, drinking water, and rural cleans.
• Ensuring all fleet vehicles allocated to the contract are MOT, serviced, and meet company policy and procedure.
• Being the main lead reporting faults to the contract manager when repairs are required in line with budgets set.
• Producing and providing a report outlining your team’s performance for the period.
• Identifying monthly trends or notable incidents.
• Providing operational updates or intelligence for BID activity.
• Ensuring incident response times for CAT 1 are 10 minutes.
• Ensuring client communications are responded to within a timely manner, CAT 1 incident communicated within 20 minutes.
• Raising and investigating any conduct occurrences.