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- Tasks: Lead safety and operations for DART stations, ensuring a secure journey for all passengers.
- Company: Bellrock, a pioneering force in UK property services with a people-first approach.
- Benefits: Flexible working hours, 25 days leave, health cover, and wellness programmes.
- Why this job: Be the change in enhancing passenger experiences while ensuring safety and operational excellence.
- Qualifications: Experience in operational management, SIA Licence, and strong team leadership skills.
- Other info: Join a dynamic team with opportunities for growth and development in a fast-paced environment.
The predicted salary is between 36000 - 60000 ÂŁ per year.
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 model—spanning Technologies, Consulting, Critical Engineering & Jordon, and Intelligent Asset Care—we deliver compliance, quality, and operational excellence while reducing cost and carbon impact.
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 the 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.
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, and support the Operations Manager (EF) to develop improved/new processes and procedures.
- Daily manage the operational running of both stations and the guideway.
- Monitor the station and guideway, through CCTV (Closed Circuit Television) 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.
- Oversee 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 that happens on site in the Daily Occurrence Book.
- Summarise the daily activity and provide a comprehensive shift handover to the next DCM (Duty Control Manager) 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 (Passenger Care Ambassador) 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 (Doppelmayr Cable Car) staff) to manage DART disruption, including making the decision to implement contingency plans such as evacuating / closing stations, liaising with emergency services, activating alternative service provision, and briefing on developing situations and log/report incidents.
- Confidently deputise elements of their DCM role to a member of Passenger Care Team or other staff to cover relief breaks.
- Establish an effective working relationship with DCC (Doppelmayr Cable Car) staff, being a reliable point of escalation for decisions made about the service, managing the activities of SO&M (System Operations & Management) staff to respond to service changes.
- Manage and oversee regular site patrols checking for security, safety, and service issues.
- Step in and coordinate visits, special events and promotional activities as required when a SO&M Manager is not available.
- Act as emergency/incident manager as and when required and able to liaise with emergency services and stakeholders.
- 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?
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 and when required.
- Attention to detail and ability to multi‑task.
- 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 their roles and business needs 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 (enjoy it, it’s on us)
- 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
Apply today.
Duty Control Manager in Luton employer: Bellrock Group
Contact Detail:
Bellrock Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Duty Control Manager in Luton
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching Bellrock and understanding their values. Think about how your experience aligns with their mission of redefining property services and be ready to share examples that showcase your skills.
✨Tip Number 3
Practice your situational responses! As a Duty Control Manager, you'll need to handle incidents effectively. Prepare answers for potential scenarios you might face and how you'd manage them to ensure safety and customer satisfaction.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're genuinely interested in being part of the Bellrock team.
We think you need these skills to ace Duty Control Manager in Luton
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Duty Control Manager role. Highlight your experience in operational management and any relevant skills that match the job description. We want to see how you can bring value to our team!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for Bellrock. Share specific examples of how you've managed teams or handled incidents in the past. We love a good story!
Showcase Your Skills: Don’t forget to showcase your skills in health and safety practices, incident management, and stakeholder coordination. These are key for the role, so let us know how you’ve excelled in these areas before!
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It’s quick and easy, and we’ll be able to review your application faster. Let’s get you on board!
How to prepare for a job interview at Bellrock Group
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the responsibilities of a Duty Control Manager. Familiarise yourself with Bellrock's approach to safety and customer service, and think about how your experience aligns with their needs.
✨Showcase Your Incident Management Skills
Prepare examples from your past experiences where you've successfully managed incidents or emergencies. Highlight your decision-making process and how you ensured safety and compliance during those situations.
✨Demonstrate Team Leadership
As a Duty Control Manager, you'll be leading teams. Be ready to discuss your leadership style and provide examples of how you've motivated and managed teams in high-pressure environments, ensuring operational excellence.
✨Ask Insightful Questions
At the end of the interview, ask questions that show your interest in the role and the company. Inquire about Bellrock's future projects or how they measure success in customer service. This shows you're engaged and thinking long-term.
