Contract Manager

Carlisle Support Service; Birmingham; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading support services company is seeking a Contract Manager in Birmingham. You will oversee the delivery of cleaning services for West Midlands Trains, ensuring compliance with standards and budgets. The ideal candidate will have strong commercial acumen, financial skills, and a passion for service excellence. This role offers a chance to lead a dedicated team while engaging with key stakeholders and contributes to a dynamic work environment.

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

Qualifications

• Strong understanding of budget and P&L management.
• Passionate about delivering service excellence.
• Disciplined in process application.

Responsibilities

• Ensure delivery of cleaning services to the agreed standards.
• Manage financial resources to meet budget requirements.
• Provide leadership and develop team performance.

Skills

Commercial business acumen

Financial awareness

Interpersonal skills

Organisational skills

Leadership and motivation

IT Skills (MS Office, Excel, PowerPoint)

Job description

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Job Introduction

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 safe delivery of cleaning services to West Midlands Trains. The focus will be ensuring that all stations or assets are cleaned to the agreed standards, using the resources allocated, within the agreed time scales.

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

• Ensure all accident and incidents are reported and investigated in accordance with Carlisle's processes and procedures
• Ensure all equipment is maintained in working order and is PAT tested annually
• Ensure that all non-conformities and observations are closed out within 10 working days of the internal audit being completed
• Ensure production of period reports in the agreed format and submitted by the agreed date
• Ensure that a Client Temp Check is completed each month.
• Ensure that Work-IT audits (Quality) are completed in accordance with the specified program agreed with the client.
• Ensure all customer complaints are captured, documented and satisfactory resolved, with detailed communication to all the interested parties.
• Attend monthly review meeting with key stakeholder (West Midlands Trains Management Team).
• Ensure the delivery of service to a standard that meets the specified contractual requirements - delivery made through effective deployment and management of resources.
• Achieves budget and manages areas of responsibilities to ensure the contract meets budget.
• Financial management of the contract using the company's processes.
• Develop effective relationships, with the client to ensure service delivery meets their aspirations.
• Provides leadership and demonstrates role model behaviours in leading and motivating the team.
• Ensures effective performance management is applied - developing staff with potential, addressing poor performance issues in order to improve performance.
• Maintain up to date operational files. Files should include Standard Operating Procedures, Risk Assessments, Insurance Certificates and all relevant memorandums.
• Ensure delivery of a prompt and adequate response to incidents at customer's premises in line with Company procedures and contractual requirements.
• Ensure familiarity with and availability of all equipment required for the delivery of service, especially in relation to reporting systems, uniforms, torches and personal protective equipment.
• Ensure full understanding of escalation procedures for incidents at customer premises to meet obligations under the contract and/or legislation. i.e. Health & Safety at work act.
• Conduct 1:1 with the direct reports on a monthly basis using the approved Carlisle documentation.
• Employee forum to be conducted on a quarterly basis. All employees to be invited in writing, memorandums with schedule of forums and previous minutes to be provided to sites within one week of the meeting.
• Understand and implement all operational/control procedures specified with Carlisle Cleaning's ISO 9000 Quality Manuals.
• To ensure that written confirmation is received for all additional services provided in accordance with the contractual agreement. All Instructions should be received prior to the commencement of the services unless authorised by the Head of Operations.
• Manage the financial resources which are allocated in accordance with the agreed budget.

The ideal candidate

• Strong commercial business acumen
• Financial Awareness that enables full understanding and working with budget, P&L
• Passionate in ensuring service delivery
• Disciplined in applying and working with processes
• Delivers through and with people
• Inspirational leader and strong motivator
• Excellent interpersonal skills and works collaboratively as a member of the senior management team
• Strong organisational skills
• IT Skills - computer literate and able to use of Microsoft Office, Excel, Powerpoint
• Flexible from Euston to Crewe

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.