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 model—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 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.

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.

• 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.
• Be able to 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 Duty Control Manager | Luton Dart/WCS 3 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 EF  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…