Operations Support Team Controller

Carlisle Support Services; Woodside; On-site; GBP 27,000 - 39,000; Full time

Benefits offered by this job

Health and wellbeing plans

23–25 days holiday

Discounts and cashback

Volunteering days

Employee assistance program

Refer a Friend scheme

Cycle to Work

Job summary

Carlisle Support Services is seeking an Operations Support Team Controller to centralise support for frontline staff, customers and potential hires. You will oversee bookings, attendances, roster gaps, and payroll data for labour-only contracts while managing the helpdesk and KPI reporting.

The role requires strong communication, problem-solving, and supervisory skills, with the ability to work autonomously within a team environment.

Qualifications

• Strong scheduling experience across shifts and contracts.
• Proven ability to analyse information and identify issues quickly.
• Excellent communication skills, both verbal and written.
• Experience supervising or training a team.
• Proficient in standard PC applications and reporting tools.

Responsibilities

• Manage book on and book off process across all shifts.
• Handle absences and roster gaps as per contract guidance.
• Communicate outstanding arbitrations to management teams.
• Enter payroll information for labour-only contracts.
• Manage helpdesk ticketing, resolution and closure.
• Run lone worker checks and support employee queries.
• Produce ID and oversee inductions for candidates.
• Monitor social media for staffing opportunities.
• Generate KPIs monthly as directed by Head of Operations for Cleaning.

Skills

Good phone manner

Problem solving

Supervisory training

Scheduling experience

Operational systems

PC skills

Analytical thinking

Attention to detail

Influencing staff

Verbal and written communication

Autonomous and team work

Job description

Before you do, make sure to read all the details pertaining to this job in the description below.

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.

• 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.