Freight/Customer Service 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

Bonus

The role

Carlisle Support Services is looking for enthusiastic, reliable, and dedicated individual to provide excellent service and support to our frontline employees, customers and future employees and ensure delivery of all tasks on each shift. To be the central point for Carlisle Support Services for all stakeholders.

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

Conduct effective coaching and identify staff for upskilling and cross training in conjunction with the Training Manager.

Provide support and guidance to the admin assistant, management and supervisory team; ensuring clear objectives are set and that performance is regularly reviewed across the contract and specifically for your allocated area.

Prepare and plan weekly rosters in accordance with the manning requirement; ensuring all requirements are fulfilled and monitor shift cycle procedures and rules adhering to strict timetabling in consultation with operational employees; whilst remaining complaint with Transport and Working Time Directive governing operational hours worked.

Ensure you liaise regular with the recruitment manager, operations support manager and training manager to update on the contractual needs in relation to staffing numbers.

Monitor annual leave allocation in conjunction with employee contracts of employment and company policy enforcing compliance subject to exceptional circumstance approved by the Account manager.

Take responsibility for ensuring compliance with company procedures and policies; in particular completion of necessary paperwork i.e. safe systems of work, quality, environment, health and safety. Ensure compliance with client and legal requirements.

Monitor customer satisfaction and service levels including agreed KPIs.

Monitor staff performance and absence taking remedial action where required; using corporate checks, and any other relevant monitoring tools as required and follow Carlisle Support Services Absence Management Policy. Work with the Operational Support manager to manage the staff performance.

Ensure that all at personnel assigned to the Le Shuttle contract are strictly adhering to the statutory obligations contained within the Health and Safety at Work legislation.

Follow all reasonable instructions and carry out all reasonable duties necessary to deliver a World Class service to our clients, customers and stakeholders.

Attend training and development programs as determined by the Account manager & Group Training manager.

Complete daily visits to each area on site engaging with employees; ensuring the required service standard is adhered to deliver a World Class Service.

Support the Scheduling and admin assistant in the completion of their role.

Ensuring effective 1-2-1 are completed with your direct reports and their teams. To monitor staff motivational and engagement levels.

Complete any other reasonable requests as issued by the Contract Manager and oversee the running of the contract in the absence of the Contract Manager.

The ideal candidate

Quest for continuous improvement

High degree of flexibility and adaptable to work varied hours to suit operational demands of a 24 hour service.

Experience of effectively leading a team

Evidence of taking responsibility and willingness to take responsibility

Experience of managing and training large teams and mentoring individuals

Problem solving skills

Always does the right thing for the business, colleagues, clients and operatives

Shows initiative, resourcefulness and professionalism

Focuses on results and aims to deliver an extraordinary performance

Service industry experience.

Be able to provide proof of eligibility to work in the UK and hold an appropriate Security

clearance certification.

Full driving licence

Be able to fit the criteria of Le Shuttle`s medical standards

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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