Duty Manager

Job Description

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 provisionof 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.You are: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 for the Northern Revenue Contract for Northern Trains.Together well be:Actively promoting the company vision by embedding our shared values throughout the team, empowering passionate people to deliver exceptional outcomes because we are:

• 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 youll do: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 effectiveand 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 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 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..
• Attend client meetings alongside Contract Manager as part of development.
• Completion of H&S Inspections (training to be provided)
• 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.
• Follow up on all instances where employees have failed to follow the correct procedures in reporting for duty.
• 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.

What youll need:Essential:

• 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

What well give you:The opportunity to gain experience and be your best self, to learn and develop through accredited training, to progress your career and to gain reward and recognition for excellence with Superstar and Core of Carlisle Awards. Some of our other benefits include:

• 23 days holiday rising to 25 after two years service
• Contributory pension scheme after qualifying period
• Health and Wellbeing Plans
• Discounts and Cashbacks
• Paid Volunteering days
• Employee Assistance Program
• Refer a Friend Scheme
• Cycle to Work Scheme

Were committed to continually developing and improving our package of pay and benefits, ensuring we continue to attract and retain the best people. Were also committed to providing ways to enhance the health, wellbeing, and quality of life for all ourcolleagues.#IHPNTH