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- Tasks: Lead the development and improvement of performance and quality assurance frameworks.
- Company: Mitie is the UK's leading facilities management and professional services company.
- Benefits: Enjoy flexible lifestyle benefits, high street discounts, and a cycle-to-work scheme.
- Other info: Inclusive recruitment process; adjustments available for applicants with disabilities.
- Why this job: Join a culture of accountability and continuous improvement while making a real impact.
- Qualifications: Proven experience in performance management and strong analytical skills required.
The predicted salary is between 36000 - 60000 £ per year.
National Quality & Performance Manager – Contact Center
Join to apply for the National Quality & Performance Manager – Contact Center role at Mitie Cleaning & Hygiene Services
National Quality & Performance Manager – Contact Center
2 days ago Be among the first 25 applicants
Join to apply for the National Quality & Performance Manager – Contact Center role at Mitie Cleaning & Hygiene Services
Job Overview
To lead the development, implementation, and continuous improvement of performance and quality assurance frameworks across the TS Divisional Operating Centres. This role will define what “good” looks like, ensure consistent standards, and drive a culture of accountability, data-driven decision-making, and service excellence across all contract portfolios.
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Job Overview
To lead the development, implementation, and continuous improvement of performance and quality assurance frameworks across the TS Divisional Operating Centres. This role will define what “good” looks like, ensure consistent standards, and drive a culture of accountability, data-driven decision-making, and service excellence across all contract portfolios.
Build strong relationship with internal and external stakeholders at all levels, with the ability to motivate others and lead by example. Promote, a culture of learning, accountability, and continuous improvement across all teams.
Main Duties
- Define and implement people and processes performance metrics and KPIs for the Operating Centres.
- Establish clear standards ‘what good looks like\’ for operational excellence.
- Be responsible for monitoring and reporting on standards including process adherence, ownership and accountability all contract\’s portfolios.
- The quality monitoring process owner to ensure inclusion of all forms of communication and support improvement across the teams
- Lead and develop performance standards for workforce management.
- Develop and implement effective complaints investigation procedures, which enables continuous improvement.
- Launch and lead the continuous improvement of Performance and Quality Assurance processes.
- Launch the BEST initiative across the operating centres offices to promote excellence and consistency.
- Launch and embed the Back-to-Basics programme, reinforcing core standards including the customer service excellence.
- Use data and performance intelligence to prioritise and implement service reviews and conduct targeted audits in order that the Senior Leadership Team receive the right information at the right time to enable robust performance management within our agreed SLAs.
- Develop and implement training and development initiatives for all staff about the knowledge, skills and experience required for our approach to quality and to deliver improvement
- Support standardisation and integrity of data across Mitie internal systems
What we are looking for
- Proven experience in performance management, quality assurance, or operational excellence roles.
- Strong analytical skills with the ability to interpret data and drive actionable insights.
- Experience leading cross-functional improvement initiatives.
- Excellent communication and stakeholder engagement skills.
- Strong understanding of workforce management and service delivery operations.
- Desirable Skills
- Lean Six Sigma or similar continuous improvement certification.
Our market-leading offering provides you with benefits that suit your lifestyle.
We have a virtual GP on hand for you and members of your household. So you can get expert advice by video or phone without having to leave your home. We offer financial wellbeing assistance through our Salary Finance scheme. For example, you could access 50% of your earned pay before payday for a small fee. Salary Finance also offers competitive loans.
When you join us, we’ll give you a link to our flexible lifestyle benefits platform, Choices. You might choose to purchase up to five extra days’ holiday each year. You might buy critical illness insurance, seek dental treatment or buy technology products at an affordable cost. There are many choices!
We give you access to high street discounts from thousands of well-known retailers, gyms and more through our MiDeals platform. And we have a cycle-to-work scheme. Life cover of up to four times your salary is available. We also offer enhanced pension contributions, a save-as-you-earn scheme, and a Mitie Matching Share Plan (you could even be awarded free shares in Mitie).
We award our employees with Mitie Stars as recognition for their hard work. There are cash prizes up for grabs each month and at the end of the year there’s a chance to scoop a top prize of £10,000!
Our success is a direct result of the experience and quality of our people. Progressing your career is therefore a top priority for us. We offer a diverse variety of training and development avenues via a wide selection of learning resources to suit you.
We are committed to ensuring our recruitment process is inclusive and accessible to all. If you have a disability or long-term condition (for example dyslexia, anxiety, autism, a mobility condition or hearing loss) and need us to make any reasonable adjustments, changes or do anything differently during the recruitment process, please let us know by emailing Zoe Wade at zoe.wade@mitie.com.
Since 1987, Mitie’s 76,000 employees have been maintaining companies globally. We are the UK’s leading facilities management and professional services company, and our clients range from household names in banking, critical government sites as well as hospitals and schools.
Join our Mitie Team.
Together our diversity makes us stronger.
- Apply Now
Looking to move roles but not leaving the Mitie family?
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National Quality & Performance Manager - Contact Center employer: Mitie Cleaning & Hygiene Services
Contact Detail:
Mitie Cleaning & Hygiene Services Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land National Quality & Performance Manager - Contact Center
✨Tip Number 1
Familiarise yourself with the key performance metrics and KPIs relevant to contact centres. Understanding what 'good' looks like in terms of operational excellence will help you articulate your vision for quality assurance during interviews.
✨Tip Number 2
Network with professionals in the facilities management and contact centre sectors. Engaging with industry peers can provide insights into best practices and may even lead to referrals, increasing your chances of landing the job.
✨Tip Number 3
Showcase your analytical skills by preparing examples of how you've used data to drive improvements in previous roles. Be ready to discuss specific instances where your insights led to actionable changes in performance or quality.
✨Tip Number 4
Research Mitie's culture and values, particularly their commitment to continuous improvement and accountability. Tailoring your conversation to align with these principles during interviews can demonstrate your fit within the organisation.
We think you need these skills to ace National Quality & Performance Manager - Contact Center
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in performance management and quality assurance. Use specific examples that demonstrate your analytical skills and ability to drive improvements.
Craft a Compelling Cover Letter: In your cover letter, explain why you are passionate about the role and how your background aligns with the responsibilities outlined in the job description. Mention your experience with KPIs and stakeholder engagement.
Showcase Relevant Skills: Emphasise any certifications you have, such as Lean Six Sigma, and provide examples of how you've applied these skills in previous roles to achieve operational excellence.
Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. A polished application reflects your attention to detail, which is crucial for this role.
How to prepare for a job interview at Mitie Cleaning & Hygiene Services
✨Understand the Role
Make sure you thoroughly understand the responsibilities of a National Quality & Performance Manager. Familiarise yourself with performance metrics, quality assurance frameworks, and what 'good' looks like in this context. This will help you articulate how your experience aligns with the role.
✨Showcase Analytical Skills
Prepare to discuss your analytical skills and how you've used data to drive decision-making in previous roles. Be ready to provide examples of how you've interpreted data to improve performance or quality standards.
✨Demonstrate Leadership Experience
Highlight your experience in leading cross-functional teams and initiatives. Share specific examples of how you've motivated others and driven a culture of accountability and continuous improvement in your past roles.
✨Engage with Stakeholders
Since building strong relationships with stakeholders is crucial, prepare to discuss how you've successfully engaged with various levels of an organisation. Think of examples where your communication skills made a difference in achieving operational excellence.