Operations Support Team Controller

Carlisle Support Services; Luton; On-site; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Health and Wellbeing Plans

23 days paid holiday increasing to 25

Discounts and Cashbacks

Paid Volunteering days

Employee Assistance Program

Refer a Friend Scheme

Cycle to Work Scheme

Job summary

Carlisle Support Services is seeking an Operations Support Team Controller to provide excellent service to our frontline staff and customers, acting as the central point for stakeholders across shifts.

Your role covers book on/off, absence management, rostering gaps, payroll input for cleaning contracts, and KPI reporting, while supporting employee queries and inductions within the contract teams.

Qualifications

• Experience supervising a team or training staff.
• Broad scheduling experience across shifts and contracts.
• Familiarity with operational systems and payroll basics.
• Strong problem solving and attention to detail.
• Excellent written and verbal communication skills.

Responsibilities

• Oversee book on/off across all shifts and manage absences.
• Fill gaps in rosters in agreement with contract teams.
• Liaise with management to resolve arbitrations and faults.
• Enter payroll data for labour-only contracts and cleaning.
• Manage helpdesk tickets and close incidents promptly.
• Run KPI data and report to Head of Operations.
• Support employee vetting, inductions and social outreach.
• Produce IDs and coordinate large event resourcing.
• Log faults timely and inform operations for resolution.

Skills

Phone etiquette

Problem solving

Supervisory experience

Scheduling

Operational systems

PC skills

Information analysis

Attention to detail

Influence and communication

Autonomy

Job description

The role

Carlisle Support Services is looking for an Operations Support Team Controller 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:

• Manage book on and book off process across all shifts
• Manage absences through agreed contract process
• Manage gaps in rosters as agreed with contract teams
• Communicate outstanding arbitrations to management teams
• Entering the payroll information for labour only contracts- cleaning only
• Manage ticketing system- communication, resolution and closure
• Complete lone worker checks
• Support any employee queries and communicate as needed
• Produce ID
• Support large event resourcing
• Complete accident and incident reports as needed and distribute to relevant parties
• Logging of all faults in a timely manner/ The active management of jobs
• Communication of the faults to the operational management team on the contract in a timely manner to enable the resolution of these faults within the agreed KPI’s.
• Production of the monthly KPI data from Work-IT directed by the Head of Operations for Cleaning.
• Requesting extensions from the client when required due to access issues.
• Generation of PO’s for third party service providers in response to faults/jobs that have been raised via the helpdesk.
• Support candidates through application and vetting process- making contact to complete forms and ID checks
• Assign candidates to inductions and monitor completion
• Monitor social media platforms and contact staff actively looking for work

The ideal candidate

• Good phone manner
• Good problem-solving skills
• Supervisory/training experience within a team
• Broad experience of scheduling
• Broad experience of operational systems
• Good PC skills
• Able to collect and analyse information and quickly grasp issues.
• Excellent attention to detail.
• Ability to influence staff at all levels.
• Well-developed communication skills both verbal and written.
• Ability to work autonomously and as a member of the team as required.

Core days: Mon, Friday, Sat, Sun 12pm to 22:00pm

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.

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.