The benefits

Health and Wellbeing Plans 

23 days paid holiday increasing to 25 after 2 years

Discounts and Cashbacks 

Paid Volunteering days 

Employee Assistance Program

Refer a Friend Scheme  

Cycle to Work Scheme

Bonus

Travel Allowance

The role

Carlisle Support Services is looking for a Contract Manager who will be responsible for the overall management, delivery, compliance, performance and financial control of the RSSO contract. The role ensures the safe, compliant and effective delivery of Railway Security & Safeguarding services in line with contractual requirements, KPIs, safety legislation and company policies.

The Contract Manager will act as the primary point of contact for the client and will lead operational teams to deliver a safe, high-quality and compliant service across all locations of the Elizabeth Line. The role includes responsibility for ensuring all staff are appropriately trained, competent and accredited, including RSAS accreditation where required.

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

• Ensure service levels are consistently delivered and fully adhere to contract terms and client SLAs.
• Ensure protection of client personnel, assets, brand and profit via selection and 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.
• Ensure contractual staffing levels are maintained at all times and all shifts are fulfilled through effective rostering, recruitment, overtime management and contingency planning.
• Plan and deploy resources across the network based on risk, footfall, events and operational requirements.
• Ensure effective rostering and scheduling to maintain staffing levels within budget.
• Support mobilisation activities including recruitment, training, site surveys, implementation of procedures and operational documentation.
• Ensure all operational documentation including Assignment Instructions, Standard Operating Procedures and Risk Assessments are in place, reviewed and updated.
• Ensure uniforms, equipment, radios, body worn cameras and other contract equipment are issued, recorded and maintained.
• Develop contingency and business continuity plans to ensure service delivery is maintained during staff shortages, incidents or disruption.
• Identify and introduce ways to improve service delivery that improve cost base and enhance customer/stakeholder satisfaction.
• Ensure all officers are deployed in line with the Private Security Industry Act 2001 including licensing, screening and training requirements.
• Ensure all staff hold and maintain valid RSAS (Railway Safety Accreditation Scheme) accreditation and any other required rail or security accreditations.
• Ensure RSAS training, recertification and competency assessments are planned, tracked and completed within required timescales.
• Ensure only appropriately trained and accredited staff are deployed to RSSO duties.
• Ensure compliance with rail industry standards, safeguarding procedures, fatigue management, working hours regulations and safety requirements.
• Ensure all officers have safe systems of work for all tasks undertaken which are communicated, understood and documented.
• Complete regular audits across the network to ensure contract and legal compliance and ensure any non-compliance is rectified and reported.
• Ensure any accident, incident or near miss is reported and investigated to conclude root causes in line with reporting procedures.
• Ensure Health & Safety processes and policies are communicated to all staff and training is completed to comply with legislation and ensure a safe system of work is always in operation.
• Direct staff and monitor performance via an effective performance review process and manage any staff performance issues promptly and in line with HR guidelines.
• Maintain employment levels to achieve full staffing levels within budget, including covering annual leave and sickness absence.
• Responsibility for recruitment, onboarding and retention of staff in accordance with company policies and legislative standards.
• Coach and support employees to reach their full potential through individual career development, regular one-to-one meetings and annual performance development reviews.
• Identify training needs and ensure staff receive required training including RSAS, safeguarding, rail procedures and customer service training.
• Develop succession planning for Supervisors and key roles.
• Promote employee engagement initiatives and staff welfare across all locations.
• Collaborate with the Finance Team to ensure monthly invoices and backup data are accurately provided for the client.
• Prepare and sign off all purchase orders in line with company procedures and in a timely manner.
• Participate in regular reviews of financial information to ensure accuracy of Profit & Loss statements.
• Manage labour planning and resource allocation to ensure the contract operates within budgeted labour costs.
• Establish and encourage proactive working relationships with key client stakeholders and local community.
• Establish and encourage proactive working relationships with local emergency services and police.
• Assist with the compilation of monthly P&L information.
• Conduct monthly client temperature checks at all sites in the portfolio.
• Conduct Visit IT audits at all assignment locations.
• Support the Head of Operations with timely provision of management information reports and KPIs.
• Analyse KPI and performance data to identify trends and implement improvement plans.
• Monitor staffing levels, shift fulfilment, overtime and absence trends.
• Ensure all information gained during duties is treated as confidential.

• Safety Responsibilities
• It is your duty to:
• Take reasonable care of your own health and safety and the health and safety of others who may be affected by your actions or omissions.
• Only carry out work in accordance with training, instruction or company procedure relevant to your role.
• Inform your line manager of any health and safety problems identified by yourself, colleagues or members of the public.
• Co-operate with your manager in meeting all health and safety requirements.

The ideal candidate

• Significant experience in operations management within a security environment with knowledge of rail/transport desirable.
• Strong people management skills and experience of leading and managing teams across multiple locations.
• 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.
• Skilled influencer with the ability to build relationships.
• Good organisational and time management skills with the ability to manage conflicting priorities.
• Must hold a full UK driving licence.
• SIA Licensed.
• IOSH Certificate or equivalent.
• Commercial awareness with the ability to understand and control a P&L.
• Flexibility around working hours and patterns.

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.