Quality Manager

ISS Facility Services; Reading; On-site; GBP 45,000 - 60,000; Full time

Job summary

A leading facilities management firm is seeking an experienced Quality Manager to oversee quality assurance and governance at a large healthcare contract in Reading. This role involves enhancing contract quality processes, ensuring compliance, and driving continuous improvement across service delivery. The ideal candidate will have a strong background in quality management, particularly in regulated environments, and will be responsible for stakeholder engagement, quality audits, and performance reviews.

Qualifications

• Background in quality management in Facilities Management or regulated service industry.
• Experience with ISO 9001:2015 is desirable.
• Ability to interpret and improve quality systems.

Responsibilities

• Oversee quality assurance and governance across FM services.
• Develop and maintain contract and service-level Quality Plans.
• Conduct quality audits and present findings.

Skills

Quality management expertise

Stakeholder management

Analytical skills

Excel proficiency

Job description

ISS Facility Services are seeking an experienced and driven Quality Manager to oversee quality assurance and governance across hard and soft FM services, at one of their large Healthcare contracts in Reading. In this key role, you will own and enhance all contract quality processes, ensuring best practice, compliance and continuous improvement are embedded throughout service delivery. You will work closely with operational teams, the client and cross-functional business partners to ensure the highest standards are consistently achieved and evidenced., As Quality Manager, you will be responsible for maintaining and evolving the contract Quality Plan, providing robust reporting, leading performance reviews, and acting as the central point of expertise for all quality-related matters. This role also includes supporting strategic stakeholder relationships, helping to optimise systems, processes and documentation to ensure alignment with both contractual expectations and industry frameworks.

Responsibilities

• Provide expert advice, guidance and support on all aspects of quality management, assurance and governance.
• Act as the contract lead for quality control, developing and maintaining contract and service-level Quality Plans.
• Produce clear management information and reporting to demonstrate performance, highlight improvement opportunities and address non-conformities.
• Drive continuous improvement across all service lines and embed consistent ways of working.
• Support strong collaboration with service leads and stakeholders to ensure streamlined, aligned processes.
• Ensure effective utilisation of CAFM platforms and other digital systems for accurate reporting and audit trails.
• Conduct quality audits, assess compliance, and present findings and recommendations to key stakeholders.
• Lead performance reviews and support operational teams with action ownership and resolution.

Qualifications

• Strong background in quality management, ideally gained in Facilities Management or another regulated service industry.
• Proven experience of working to ISO 9001:2015 (internal auditor certification or working towards is highly desirable).
• Confident working with, interpreting and improving quality systems and documentation.
• Excellent stakeholder management and relationship-building skills.
• Highly detail-oriented with strong analytical and data management capabilities (Excel proficiency essential).
• Hands-on, collaborative and comfortable operating in a client-facing environment.
• Able to influence, challenge and support operational teams to drive high performance.