The role

Carlisle Support Services is looking for an Operations Manager that will be responsible for the end-to-end employment and operational experience of security officers across an allocated portfolio of Tesco stores, from recruitment and selection through onboarding, induction, coaching, performance management, development and retention.

The role will ensure officers are supported, equipped and confident to deliver consistently high standards of security, customer service and professional conduct. A visible field-based leader, the postholder will build effective working relationships with Store Managers and senior customer stakeholders, proactively resolving issues, communicating performance and driving continuous improvement.

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

• Take ownership of the officer lifecycle within the allocated portfolio, ensuring a consistent experience from vacancy identification and recruitment through to exit and feedback.
• Work closely with recruitment teams to identify staffing requirements, participate in interviews and select candidates who demonstrate the right behaviours and customer focus.
• Ensure new starters complete all required pre-employment checks, client and company induction, site familiarisation, assignment instructions and mandatory training before deployment, in conjunction with relevant support teams.
• Monitor staffing trends, turnover and reasons for leaving, agreeing practical improvements with account and recruitment colleagues.
• Maintain a regular and visible presence in stores, observing service delivery and providing constructive, timely coaching to officers on best practice.
• Plan and undertake store visits across a large geographical area, including unsociable hours, to observe officers working different shifts, support colleagues and engage with store management.
• Develop officer capability in professional conduct, customer interactions, conflict management, incident reporting, appropriate escalation and compliance with site procedures.
• Set clear standards and expectations, recognise strong performance and address underperformance fairly and promptly through documented improvement plans where appropriate.
• Conduct structured officer check-ins and welfare conversations; encourage engagement, feedback, inclusion and a culture of accountability.
• Work with training colleagues to identify skills gaps and arrange relevant refresher or development activity.
• Manage employee relations matters, including attendance, conduct, grievance and disciplinary processes, in line with company policy and with HR support.
• Build confident, professional and trusted working relationships with Tesco Store Managers, store security stakeholders and senior customer representatives.
• Act as a proactive point of contact for store-level feedback, complaints and service concerns, taking ownership of resolution and providing timely updates.
• Translate client expectations and evolving operational requirements into clear and practical briefings for officers.
• Ensure officers understand and comply with Carlisle and Tesco policies, assignment instructions, SIA licensing requirements and relevant operational procedures; monitor and escalate any licence compliance concerns.
• Monitor service quality, contract KPIs, SLAs and customer feedback, implementing corrective actions and reviewing their effectiveness.
• Complete proportionate site visits, audits, observations and risk reviews, recording findings and ensuring actions are closed.
• Support effective deployment planning with scheduling teams, escalating recruitment gaps, absence trends and operational risks early.
• Respond appropriately to serious incidents and emerging threats, ensuring accurate escalation, evidence preservation and follow-up in accordance with procedures.
• Promote safe working practices, maintain awareness of risk assessments and report or escalate health and safety concerns.

The ideal candidate

• Hold a current, valid SIA front-line licence appropriate to the duties of the role (Security Guarding or Door Supervision) and maintain the required licence throughout employment.
• Proven experience of managing and developing frontline teams in a multi-site operational environment, ideally within security or retail.
• Excellent verbal and written communication skills, including the confidence to engage with Store Managers and senior customer stakeholders.
• Demonstrable ability to coach, give constructive feedback, manage difficult conversations and improve individual performance.
• Experience of recruitment, onboarding, employee welfare and people-management processes.
• Customer-focused approach with experience in resolving complaints and managing service expectations.
• Comfortable using Microsoft Office and operational reporting systems; able to interpret basic performance data.
• Full UK driving licence and flexibility to travel and work outside normal office hours when operationally necessary.
• Willingness and practical ability to drive substantial distances across a wide geographical territory on a regular basis, including travel between multiple sites in a working day.
• A flexible approach to working hours, including early mornings, evenings, nights and weekends when needed to meet operational demands; this is not a fixed 9-to-5 role.

Location will cover North Manchester into Lancashire.

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

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 Le Shuttle, Tottenham Hotspur Stadium, Jaguar Land Rover, Tesco, and many more. 

Carlisle currently employees over 8,500 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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