Customer Service and Operations Manager

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Job Introduction

The benefits

Health and Wellbeing Plans

23 days paid holiday

Discounts and Cashbacks

Paid Volunteering days

Employee Assistance Program

Refer a Friend Scheme

Cycle to Work Scheme

The role

The Customer Service and Operations Manager's duties will encompass the management of the entire Protection provision of the University and be, along with the Strategic Account Manager, the 'day to day' contact between the Protection Company and the University's Head of Protection Services.

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

To act on behalf of the University Head of Protection Services in the management of outsourced Protection services.

To support the University Head of Protection Services in the general provision of University Protection services and/or additional events/activities.

To ensure the Crime Prevention initiatives are managed and delivered to the relevant University groups, students and societies.

To provide management reporting as required to meet the service standard and demonstrate compliance with the specification's Key Performance Indicators.

To manage and ensure 100% compliance with the manpower requirements of the contract and to provide a clear register of attendance to support invoicing.

Responsibility for legal compliance as it relates to outsourced Protection provision, staff training and licensing and contract employee resourcing and cover.

To maintain communication and a close working understanding/relationship with local authorities/police and emergency services and to take part in all local steering groups as both the providers and University representative.

To support the University Head of Protection Services in all associated works and to provide on-going crime prevention initiatives and Fire Awareness campaigns throughout the year .

To ensure the Health and Safety inspection and audit requirements of the University are met/adhered to and reviewed on a monthly basis.

To conduct any follow up and investigation works as required either instigated by an incident report or at the request of the office of the Head of Protection Services .

Responsible for the recruitment, retention and rostering of all contract personnel and ensuring that an effective recruitment strategy is in place to ensure your region is adequately manned at all times.

Effectively manage assets and materials to ensure they meet service delivery needs including uniforms and vehicles.

Lead investigations for disciplinary, grievance or performance meetings

Complete/Delegate scheduling/rostering planning both day to day and forward into contract

Liaise with local client representatives and deal with service issues and requests for work diligently, often passed down by the Strategic Account Manager

To adhere to agreed service level agreements

To look at synergies and cost-effective service suggesting improvements when applicable, reporting recommendations and proposed implementation for sign off.

The ideal candidate

Must hold a full driving licence

Sound industry knowledge and wide business acumen gained from working for a sector competitor or end client organisation who procures these services

Good regulatory understanding of the retail security sector, especially the use of mobile vehicles to cover requirements across the stores

Strong understanding of Health and Safety regulations

Excellent communication skills - articulate and focussed, proficient written skills, good listener

A good people manager, able to motivate and maximise the contribution of a team.

Excellent customer service skills

Demonstrates the ability to forge and maintain relationships

Good negotiator

Good organisational and time management skills with the ability to manage conflicting priorities and deliver to deadlines

Ability/willingness to travel throughout the UK

Able to work weekends and evenings as needed including being part of an on-call rota

Successful candidates will be required to provide original documentation for detailed screening and vetting processes.

This could include the following: passport / driving licence / utility bill dated in the last 3 months / HMRC letter / original bank statement / original payslip / birth certificate / a valid share code.

About us

Join a growing market-leading brand of support services to work with the UK's largest brands such as Tottenham Hotspur Stadium, Jaguar Land Rover, Tesco, BBC StudioWorks, and many more.

Carlisle currently employees over 5,000 dedicated and enthusiastic staff members to deliver events, security cleaning, and retail facilities support services across the UK's most renowned sites and critical infrastructure.

Apply today to find out more and embark on an exciting career journey filled with unrivalled recognition schemes and progression opportunities aimed at helping you achieve your true potential.

Equality, Diversity, and Inclusion

At Carlisle, we are committed to Equality, Diversity, and Inclusion in all areas of employment, recruitment and selection, training, development, and promotion.

In all situations people will be judged solely on merit or ability.

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