Duty Control Manager

Bellrock Property and Facilities Management; Luton; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading property services company based in Luton seeks a Duty Control Manager to ensure the safety of passengers and staff while overseeing operations. The role includes managing incidents, ensuring compliance with safety procedures, and leading a team to deliver exceptional customer service. Essential qualifications include experience in operational management and a valid SIA Licence. The position offers a comprehensive benefits package, flexible working practices, and a commitment to diversity and inclusion.

Benefits

25 days annual leave plus bank holidays

Salary exchange pension scheme

Paid sick leave

Health Assured employee assistance program

Holiday purchase scheme of additional 5 days per year

Qualifications

• Previous experience in an operational management role.
• Ability to manage teams and contractors.
• Experience of incident management and dealing with emergency services.

Responsibilities

• Manage the safety of all members of the public, staff, and contractors during their shift.
• Daily manage the operational running of both stations and the guideway.
• Be the key on-site point of escalation for managing DART disruption.

Skills

Adherence to processes and procedures

Management of client relationships

Incident Reporting and Management systems

Health and safety practices

Attention to detail

Education

SIA Licence & Enhanced DBS

IOSH or similar

Tools

MS Office Applications

CAFM systems

Job description

Duty Control Manager

Bellrock is the trusted challenger in UK property services. Driven by insights, powered by technology, and delivered by talented people, we are redefining how real estate is managed.

Since 2003, our people-first and technology-led approach has helped organisations across the UK transform their estates into high-performance, sustainable environments. Through our integrated service models spanning Technologies, Consulting, Critical Engineering & Jordon, and Intelligent Asset Care we deliver compliance, quality, and operational excellence while reducing cost and carbon impact.

Our award-winning Concerto IWMS platform, together with mobile solutions from Mobiess and energy analytics from InMetriks, enables smart, data-led estate management at scale.

The purpose of this role is to ensure the safety of passengers, colleagues, staff, contract partners and the security across the Parkway and airport cableway stations including the DART cableway track which this new installation utilises to transit up to 2000 per hour passengers between the existing Parkway station and the new airport (central) station.

The Duty Control Managers lead the operational teams on the day to deliver the best customer service experience for all DART passengers, ensuring that all passengers have a safe and secure journey through the DART system. They lead the on‑duty team in all aspects of incident management and work to bring a swift resolution to any disruptive events. In addition to leading day-to-day operations they also have responsibility for supporting the Operations Manager to ensure that the whole team is continuously improving all elements of the customer journey.

How will you be the change?

We believe every role is essential to providing that peace of mind for our customers – whatever part of the business you’re in. Because every role plays a part in driving us further. And everyone can be the change. That’s how we deliver value for our customers, and build systems that lead the way.

And as a Duty Control Manager with Bellrock, you’ll do it by

• Manage the safety of all members of the public, staff, and contractors during their shift. Proactively identify risks & hazards to health and safety across the operation on a daily basis and take appropriate corrective action; support the Operations Manager (EF) to develop improved/new processes and procedures.
• Daily manage the operational running of both stations and the guideway.
• Monitoring the station and guideway through CCTV and visual inspections.
• Make PAVA (Public Address & Voice Alarm) announcements for informational and instructive purposes to passengers and staff.
• Coordinate PCA (Passenger Care Ambassador) tasks e.g., ticketing and gate line support, PRM (Persons with Reduced Mobility) support, crowd control, conflict resolution.
• Overseeing site access (including controlling and logging deliveries) via the access control barriers (incl. Bartlett Square), gates, and roller shutters.
• Document, analyse and communicate site activity information in a timely manner.
• Capture all daily activity on site in the Daily Occurrence Book.
• Summarise the daily activity and provide a comprehensive shift handover to the next DCM on shift.
• Give informative briefings to all on-site staff at the start of shift.
• Provide site inductions on behalf of the SO&M to contractors who are on site out of hours or when SO&M Managers are not available.
• Control the safety & operational activities of contractors/suppliers on site and ensure they are issued with the correct access passes/keys to match their authority to work permits.
• Manage the PCAs during their shift to ensure approved procedures are followed and the operational service standards are maintained.
• Be the key on-site point of escalation (for EFBR and DCC staff) to manage DART disruption, including deciding to implement contingency plans such as evacuating/closing stations, liaising with emergency services, activating alternative service provision, and briefing on developing situations and logging/reporting incidents.
• Be able to deputise elements of their DCM role to a member of the Passenger Care Team or other staff to cover relief breaks.
• Establish an effective working relationship with DCC staff, being a reliable point of escalation for decisions about the service and directing SO&M staff to respond to service changes.
• Manage and oversee regular site patrols checking for security, safety, and service issues.
• Be ready to coordinate visits, special events and promotional activities as required when SO&M Managers are not available.
• Act as emergency/incident manager as required and liaise with emergency services and stakeholders (LLAOL, GTR).
• Direct and manage cleaning requirements of the stations in deviation from the standard cleaning schedule.
• Manage building alarms and fault reporting.

What does it take?

If you’re ready to be the energy that helps us build our business and own it as a Duty Control Manager, you’ll need

Essential :

• Adherence to processes and procedures.
• Management of client relationships.
• Administrative procedures.
• MS Office Applications.
• Incident Reporting and Management systems.
• CAFM systems.
• IOSH or similar.
• Must have previous experience in an operational management role.
• Must hold an SIA Licence & Enhanced DBS.
• Ability to manage teams and contractors.
• Ability to make educated decisions to resolve/mitigate complex challenges.
• Effective stakeholder management, coordinating a multi-stakeholder response to provide elevated levels of customer service.
• Good working knowledge of health and safety practices.
• Experience of incident management and dealing with emergency services.
• Experience of working in events or venue management.
• Ability to interpret technical information and advice as required.
• Attention to detail and ability to multi-task.

Desirable :

• Technical understanding.
• Awareness of Procurement and Supply chain leverage.
• Previous experience working in a busy commercial and public-facing environment.
• Facilities Management.
• Nebosh.

Working arrangements

We embrace smarter working practices which offer our employees the opportunity to work their hours flexibly and remotely where roles allow. In this role, the successful candidate would be required to work from Luton Dart, Luton, LU1 3JW (7am-7pm then 7pm-7am rotations on a 4 on, 4 off shift basis).

What can we offer you?

Upon joining Bellrock, you can expect a comprehensive benefits package including:

• 25 days annual leave plus bank holidays + 1 additional day as a thank you.
• Salary exchange pension scheme
• Life cover
• Paid sick leave
• Health Assured employee assistance and wellness program
• Enhanced maternity, paternity and adoption leave
• Salary sacrifice schemes: Cycle to work
• Holiday purchase scheme of additional 5 days per year
• Offers and discount scheme designed to save money on everyday shopping and essentials
• Healthcare Cashplan
• MotorSave Scheme
• Refer a friend
• Liftshare
• Virtual GP

Helping you to shine

We’ve always encouraged new and different perspectives - and that also means making ours a workplace that encourages diverse and unique voices. Where everyone feels welcome, included, and supported to be themselves and achieve more.

So, if you join us, you’ll find an inclusive workplace that recognises your hard work, offers lots of learning and development, flexible and hybrid working, and support for your wellbeing. As well as benefits that can make a difference to your life.

Ready to start shining?

Our people are our passion, so we’re all about helping them to shine. That means putting everything in place for you to have a rewarding career with us. So you can go far in your career, with us behind you. And our business will grow, too. So, if you’re ready to start your career journey with Bellrock, we’re ready to welcome you. It’s a great place to be - the light, the energy, the solution. You.

Apply today.