HomeIndustry NewsUnlocking staff retention and development with self-delivery

Unlocking staff retention and development with self-delivery

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Carlisle Support Services tells RailStaff why it’s decided to cut down on the use of sub-contractors, and bolster its commitment to recruitment and training.

In April 2024, Carlisle Support Services made the decision to stop using subcontractors for its core non-specialist roles in front-line security, events, and cleaning operations. The company stated that this move was part of its broader commitment to promoting ethical labour practices and aiming to elevate industry standards.

Margins are often low in the security industry which gives providers little flexibility to recruit and train staff in-house. As a result, they often rely on subcontractors to meet fluctuating demand. This in turn drives down pay rates to unsustainable levels, high staff turnover, and subsequently affects the overall quality of service delivery.

Aiming to steer the industry away from such practices, Carlisle decided to remove its diminishing usage of subcontractors. In doing so, the company invested heavily in staff recruitment and development across all operational levels and focused its attention on long-term workforce planning and mobility across contracts. This process involved gradual progress with mass training strategies, including the completion of ACT and SCaN training modules by all Carlisle team members by the end of 2024 to maximise in-house capabilities.

This move further solidified the company’s commitment to investing in people and creating a positive and rewarding workplace, while providing exceptional security and FM services to its clients.

Carlisle Director of Rail Strategy Steve Cere says: “We believe that by investing in our people, we are investing in the future of our company and the rail industry as a whole. This initiative has already been transformative for our company, leading to better staff retention and a more cohesive and collaborative working environment.

“It has reduced risk, improved efficiency, and enhanced the overall quality of service.

“By understanding our people, their skills, and their suitability for various roles, we ensure they are fully trained, inducted, and provided with progression opportunities for a fulfilling career.”

By prioritising employee growth and development, Carlisle cultivated a skilled and dedicated workforce, achieving unprecedented success in internal mobility. This year has seen:

  • 47.5% of salaried roles filled by existing employees.
  • 27.5% of these promotions come from frontline teams.
  • 58% of new salaried employees transitioned from hourly paid positions.

“These figures highlight our success in creating clear career pathways and providing opportunities for our staff to advance within the company, says Steve.”

“By nurturing talent from within, we foster a culture of loyalty, engagement, and high performance. Our employees feel valued and motivated, leading to increased job satisfaction and reduced turnover.”

Removing reliance on external contractors has been a transformative move, allowing Carlisle to enhance quality control, improve efficiency, and ultimately deliver superior levels of service. It also presents new growth opportunities for employees, empowering them to take ownership of their work, which contributes to the organisation’s overall success.

“By combining our focus on talent development with our commitment to self-delivery, we are building a strong foundation for the future,” says Carlisle Support Services CEO Paul Evans.

“We are proud to be an industry leader in people development and security, and we look forward to continuing to grow and evolve as a company.”

Carlisle hopes its leadership will inspire other industry leaders to prioritise ethical labour practices. By doing so collectively, self-delivery can become the norm, raising industry standards while minimising buyer pressures to reduce labour costs. Ultimately, this can help attract much-needed new talent to the industry.

About Carlisle Support Services

Carlisle Support Services is an established supplier for the Rail industry with over 20 years’ experience in the sector. The company employs more than 2,300 frontline staff working across the full spectrum of customer-facing roles, including customer service, retail, revenue protection, cleaning, and safety-critical. Carlisle enjoys longstanding and highly successful relationships with the majority of the current train operators.

Image credit: Carlisle Support Services

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