Quality & Process Coordinator

Arc; Basildon; On-site; GBP 70,000 - 95,000; Full time

Benefits offered by this job

Dynamic working environment

Career progression opportunities

Ongoing training and professional dev

Job summary

Arc, a UK-based IT MSP, is seeking a proactive Process & Automation Manager to drive operational efficiency and modernisation across the organisation. You will design, standardise and improve business processes while embedding a culture of continuous improvement across MSP operations.

You will support ISO 27001 and ISO 9001 audit readiness, map core processes, identify bottlenecks and implement automation using Power Platform and related tools.

Qualifications

• Experience with ISO 27001/9001 audits and controls.
• Ability to map and standardise business processes.
• Knowledge of UK health and safety requirements.
• Strong analytical and communication skills.

Responsibilities

• Map, document and standardise core business processes across departments.
• Identify inefficiencies, manual bottlenecks and legacy workflows.
• Design and implement automation initiatives (e.g., Power Platform, RPA, workflow tools).
• Work with IT and operational teams to modernise service delivery processes.
• Establish process KPIs and performance metrics.
• Build and maintain a continuous improvement roadmap.
• Promote a culture of process ownership and accountability across teams.
• Evaluate and recommend tools that improve workflow efficiency.

Skills

ISO knowledge

Process improvement

Stakeholder comms

MSP/IT services

Audits support

Tools

Visio

Lucidchart

Power Platform

RPA

Job description

About Arc

Arc is a leading IT Managed Services Provider (MSP) based in the UK, delivering innovative and reliable IT solutions to businesses across various industries. With a strong reputation for excellence, we offer a range of services, including IT support, hybrid cloud solutions, cybersecurity, infrastructure management, PowerApps and AI. Our team is dedicated to delivering outstanding customer service and technical expertise to help businesses succeed.

Role Overview

We are seeking a proactive and forward-thinking Process & Automation Manager to drive operational efficiency and modernisation across the organisation.

This Role Is Focused On

• Designing, standardising and improving business processes


• Supporting ISO 27001 and ISO 9001 audit readiness


• Identifying and implementing automation opportunities


• Reducing reliance on manual and legacy workflows


• Embedding a culture of continuous improvement across our Managed Service Provider (MSP) operations

Key Responsibilities

Process Optimisation & Automation

• Map, document and standardise core business processes across departments.


• Identify inefficiencies, manual bottlenecks and legacy workflows.


• Design and implement automation initiatives (e.g., Power Platform, RPA, workflow tools).


• Work with IT and operational teams to modernise service delivery processes.


• Establish process KPIs and performance metrics.


• Build and maintain a continuous improvement roadmap.


• Promote a culture of process ownership and accountability across teams.


• Evaluate and recommend tools that improve workflow efficiency.

ISO & Compliance Support

• Support the maintenance of processes aligned to ISO 27001 and ISO 9001 requirements.


• Prepare departments for internal and external ISO audits.


• Work with external BSI auditors during assessment periods.


• Conduct process-based internal reviews to identify gaps or risks.


• Assist in maintaining audit evidence and control documentation.


• Track and follow up on corrective actions from audits.


• Support risk assessment activities related to operational processes.


• Monitor adherence to documented procedures and elevate risks where needed.

Health & Safety Compliance

• Maintain and improve health & safety procedures across all sites.


• Conduct H&S assessments using Atlas and ensure statutory compliance.


• Oversee Fire Marshal and First Aid coverage via rota management.


• Complete fire marshal and first aid training as required.


• Manage head office facilities compliance including:




• Security


• COSHH


• Building safety checks


• Equipment servicing




• Distribute and track annual DSE assessments for all staff and new joiners.

Training & Continuous Improvement

• Provide internal guidance on process best practices and automation usage.


• Support teams in adopting new automated workflows.


• Track employee completion of required compliance training.


• Facilitate internal improvement workshops with leadership.


• Support governance meetings focused on operational efficiency.


• Champion continuous improvement methodologies across the organisation.

Environmental & Sustainability

• Support compliance with environmental regulations.


• Identify opportunities to improve organisational sustainability.


• Support future ISO 14001 readiness where applicable.

Essential

Required Skills & Experience

• Strong understanding of ISO 27001 and ISO 9001 frameworks (process perspective).


• Experience improving or redesigning business processes.


• Experience supporting ISO audits.


• Knowledge of UK health & safety requirements (fire safety, COSHH, first aid).


• Strong analytical and organisational skills.


• Excellent stakeholder communication skills.


• Experience in an MSP, IT services or technical environment.

Highly Desirable

• Experience delivering automation or digital transformation initiatives.


• Exposure to Power Automate, Power Platform, RPA or similar tools.


• Experience reducing manual operational workload.


• Familiarity with process mapping tools (Visio, Lucidchart, BPMN etc.).


• ISO Lead Auditor exposure.


• NEBOSH or equivalent H&S qualification.

Success Measures (First 12 Months)

• Measurable reduction in manual/legacy workflows


• Increased automation adoption across operations


• Improved audit readiness across departments


• Documented and standardised core processes


• Reduced process cycle times

Positive external audit support outcomes

What We Offer

• A dynamic and supportive working environment.


• Opportunities for career progression within the company.


• Ongoing training and professional development.


• Competitive salary

Key Points

Diversity & Inclusion: We celebrate diverse backgrounds and perspectives; they make us stronger. We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

UK Right to Work

All applicants must have the right to live and work in the UK. We cannot offer sponsorship at this time.

Accessibility

We are committed to providing reasonable adjustments for any candidates with disabilities. If you require adjustments, please outline these requirements in your application.