Quality Lead

Mitie was founded in 1987, Mitie is the UK’s leading facilities management and professional services company, looking after a large, diverse, blue-chip customer base, from banks and retailers, to hospitals, schools and government offices. Mitie has over 77,000 people, 100+ office locations, and thousands of customers across the country, there’s no limit to what you can achieve if you work for us.

Job objectives and responsibilities

The Quality Lead will provide independent quality support, guidance and expertise to the Business. This role is to maintain quality management and audit  standards within the facilities management operations. This should be managed and delivered through collaboration, coaching and an unceasing drive for continuous improvement to ensure world class performance outcomes.

The Quality Lead will be a team player with responsibility for the delivery of the quality management systems and providing quality assurance.  They will drive continuous improvement, a right first time culture, collaboration and pride in what we do.

Main duties

• Work with the Group Quality and Assurance Director to promote Quality and drive Business excellence and continuous improvement
• To support the provision of strategic & operational support so that business management risks are identified, assessed and mitigated
• To undertake high level internal risk based process audits in line with relevant external standards
• Work with the operational teams to ensure that the IMS is embedded at all levels and ownership is taken
• To ensure that the business unit operates within the policies, procedures and regulations set forth by Group
• Develop working parties to drive operational excellence
• Lead the business internal and external audit programme, maintaining the audit schedule, monitor the action tracking and associated reporting formats
• Maintain relationship between the businesses and external third party certification bodies, in line with agreed Service Level Agreement (SLA)
• Liaise with external auditing bodies and ensure the execution of corrective actions
• Review and analyse audit findings to develop trends and root cause analysis (RCA) as part of Management Information (MI) requirements
• Produce periodic document and MI updates to the relevant business contacts
• Produce monthly management reports as defined by the QHSE Director
• Through analysis, provide early warning to the business teams on any issues which may result in failures of the Integrated Management System (IMS) and subsequent financial deductions
• Update and maintain relevant areas of the IMS, to include developing and reviewing processes/ documentation to ensure compliance with Group requirements
• Working to Group/Business and business objectives, drive and promote consistent best practices
• Ensuring the promotion and awareness of customer requirements throughout the business
• To actively participate in a compliance management team, sharing knowledge, best practise and work towards a standardised approach
• Ensuring the development of procedures and other documentation to ensure a robust management system that leads to compliance of external quality, health, safety and environmental certifications along with continual improvement of management system
• To ensure that contracts are fully compliant with all statutory legislation and Mitie QHSE Policies and procedures
• Supporting all parts of the QHSE function when required including investigations, meetings, audits and training as a minimum to ensure that the QHSE function across Group is efficient and pragmatic as possible
• To provide Quality advice to Company personnel on all aspects of operational Quality matters
• Ensure a healthy and enagaging relationship with other QHSE team members across the function

Person Specification

• Sound knowledge and practical experience of applicable Health, Safety and Environmental legislation, industry best practice, ISO and British Standards, within the field of the business
• Apply the principles of the IMS and QMP across the contracts to ensure coherence and a common end user and occupant experience whilst offering a consistent service
• Lead auditor trained in ISO9001 with experience in ISO14001/ISO 45001 implementation
• Experience in the use of Root Cause Analysis (RCA) Tools
• Proven skills in internal auditing, document management, report writing and related compliance disciplines. Experience in management and facilitating external audit activities from standard bodies, vendors, clients and other regulatory bodies
• Proficient in using Microsoft Products including Excel and Word PowerPoint The skills to be able to reach timely conclusions based on logical reasoning and analysis
• Support the QHSE Director through attendance at key meetings as required in their absence
• Consistent approach to performance measurement and continuous improvement
• Excellent ability to communicate verbally and in writing
• Good all round communication skills with employees, directors and clients
• Able to work unsupervised and on own initiative
• Detailed knowledge of risk assessment and management
• Work in a commercial, client-facing environment
• Ability to manage meetings
• Able to work as part of a team
• Diplomatic and personable
• Good management skills
• Flexible approach to work patterns
• Able to work under pressure and to tight deadlines

Working within the Mitie values and behaviours

Value

How we behave

Excel - We work with each other to achieve the best for our clients and our colleagues. We take pride in our roles and are committed to building great relationships with everyone we work with.

• We treat all colleagues with respect
• We challenge people when they don’t do the right thing
• We welcome advice from anyone that might improve what we do
• We are open and honest
• We think safety and always follow rules for safe working
• We work with each other to achieve the best for clients and for MITIE
• We share information to help colleagues succeed
• We build great relationships
• Our first response to requests will always be positive
• We look out for each other, never walking by unsafe actions or situations

Inspire - We support and encourage those around us to succeed at everything they do. We do good things for each other, the environment and the communities in which we work.

• We support and encourage each other to develop
• We lead by example
• We set clear expectations
• We listen to and learn from others
• We learn from mistakes and incidents to prevent recurrence
• We do good things for each other, the environment and the community
• We appreciate diversity and encourage it
• We demonstrate team spirit
• We are committed to doing things better and setting new standards in all that we do
• We take pride in what we do and have fun doing it
• We celebrate success and say thank you

Challenge - We give it everything we’ve got and constantly bring new ideas to the table. We embrace new thinking and technologies to help our clients and colleagues change the way they live and work.

• We bring new ideas to the way we do things
• We are willing to try new things
• We encourage and support innovation
• We consider things from other peoples’ points of view
• We embrace new thinking and technologies
• We build health & safety into everything we do

 Health and Safety responsibilities

• Follow Group and company policies and procedures at all times;
• Report any apparent deficiencies in systems of work or equipment provided that may result in failure of service delivery or risk to health and safety or the environment;
• Use all work equipment and personal PPE properly and in accordance with training received;
• Report any issues or training needs to your  Line manager and /or  via your divisional incident reporting system;

Note

This job description Is intended to give the post holder an appreciation of the role envisaged for this position and the range of duties undertaken. Specific tasks and objectives will be agreed with the post holder throughout the period of employment. The job description may be varied from time to time by the Company to reflect changes in the post holder’s role and/or the needs of the business.

At Mitie we know that ‘our diversity makes us stronger’. We’re committed to creating a diverse and inclusive environment where our people can thrive and be their best every day. We are very proud of our rich and diverse culture and backgrounds. Our diversity creates ideas and insights. Everyone at Mitie has a voice and is treated as an equal. We recognise the unique contributions that you can bring and our people and customers thrive when we get this right