Overview
Our Customer - Olympia. Ensure all your application information is up to date and in order before applying for this opportunity. We are proud to be working with Olympia, one of London’s most ambitious regeneration projects. The £1.3 billion transformation will turn Olympia into a showcase for the remarkable and the extraordinary, with new spaces alongside heritage halls, including British Airways ARC (a 3,800-capacity live music venue), the British Airways Theatre, two hotels, 30 restaurants and eateries, a new co-educational senior school, a boutique gym, 550,000 sq. ft of offices, and new public spaces for visitors.
Benefits include flexible financial support, ongoing training and career development, quality kit and uniform, fully funded SIA top-up training, an Employee Assistance Program for wellbeing, refer a friend scheme, long service awards, and excellent hourly pay rate.
Role Overview
The Service Desk Officer manages key access and control within the estate, ensuring adherence to access permissions and audit protocols. They issue, track, and recover physical and digital keys, administer the Permit-to-Work system, and coordinate with relevant departments for safe access and supervision of works. They act as a central point of contact for operational queries, maintain communication with internal departments and contractors, and support emergency procedures. As part of a skilled team of SIA licensed security and customer service professionals, you will be motivated, approachable, flexible, and dependable. You will demonstrate service excellence through all interactions with stakeholders, including our customer, resident businesses, and members of the public. This role is about more than just security; it’s about making a difference through supporting our customers in their local community. Providing a warm welcome, reassuring presence, and creating a safe environment for all.
Key Responsibilities
* Key Management & Access Control: Issue, track, and recover physical and digital keys using the estate’s key management system, ensuring strict adherence to access permissions and audit protocols.
* Maintain logs of all key transactions with details such as time, recipient, purpose, and return status.
* Report lost, damaged, or unreturned keys to the Control Room and escalate according to estate security policy.
* Permit-to-Work (PTW) Administration: Review, issue, and log work permits for contractors and vendors; verify credentials, insurance, and risk assessments prior to permit issuance; coordinate with Facilities, Security, and relevant departments to ensure safe access and supervision of works.
* Contractor & Visitor Coordination: Manage check-in and verification for contractors and authorised service providers; issue temporary access passes and brief personnel on safety, security, and safeguarding protocols; maintain real-time awareness of contractor locations and activities.
* Service Desk Operations & Communication: Act as a central point of contact for back-of-house operational queries; log and triage service requests; maintain professional communication with internal departments, contractors, and the Control Room.
* Compliance & Documentation: Ensure all service desk operations comply with safeguarding and access control policies; maintain accurate records for audit and compliance purposes.
* Emergency Support & Incident Response: Provide access logs, keyholder information, and contractor locations to the Control Room or emergency services; assist in lockdowns, evacuations, or containment procedures affecting back-of-house areas.
* Technology & Systems Use: Operate key management systems, visitor/contractor management platforms, and permit-to-work software; use radios and digital tools to coordinate with mobile teams and estate departments.
* Professional Standards & Training: Uphold Olympia London’s standards of conduct, confidentiality, and customer service; participate in regular training on access control, permit systems, emergency procedures, and estate-specific protocols.
Skills & Experience
* Able to work independently and as part of a team in a fast-paced environment.
* SIA Door Supervisor licence holder.
* 5 years of checkable work and address history.
* Experienced in customer-facing roles and busy working environments.
* Team player, flexible and supportive, putting team goals first.
* Effective people skills, able to interact with colleagues, customers, and members of the public in a positive and professional manner.
Key Behaviours and Competencies
* Ability to remain calm under pressure.
* Attention to detail.
* Friendly, approachable, and professional in all interactions.
* Keen to learn, grow, and contribute to a positive team culture.
* Punctual, dependable, assured, and smart in appearance.
* Enthusiastic and motivated to do a great job.
Previous experience in a Service Desk role is important, but enthusiasm and willingness to learn are equally valued. Training and support are provided to help you succeed and grow as part of the Carlisle team supporting Olympia.
About Us
We’re proud to work with some of the UK’s most iconic brands. Our venues include Tottenham Hotspur Stadium, Jaguar Land Rover, Tesco, and BBC StudioWorks. Join over 5,000 team members delivering security, events, cleaning, and facilities services across the UK. We’re committed to a diverse and inclusive workplace where everyone can thrive, and we welcome applications from parents returning to work, career changers, and those with a passion for making a difference.
Equality, Diversity, and Inclusion
At Carlisle, equality, diversity, and inclusion is a core focus in all areas of employment. This includes recruitment and selection, training and development, and promotion. We actively encourage applications from underrepresented groups. We judge all candidates solely on merit and ability. We employ amazing individuals from diverse backgrounds and maintain a culture free from unlawful or unfair discrimination, valuing diversity. We always treat each other with dignity and respect to create an environment where we can all do something amazing for the company and ourselves.
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