JOB OVERVIEW

We are looking for an autonomous Assistant Customer Experience & Quality Assurance Manager to support the Head of Customer Experience and Quality Assurance in delivering a high-quality client relationship and service improvement strategy for a major government account.
This role is ideal for a person looking to gain hands-on experience in facilities management, client engagement, quality assurance, reporting, analytics, and continuous improvement within a large and complex service environment.
The Assistant Manager will have responsibilities that are both internal and external facing. Externally, they will be expected to provide assurance through timely and regular communication with the client. Internally, they will work collaboratively, demonstrating confidence and assertiveness while building and maintaining rapport and relationships. The Assistant Manager will also be responsible for Catering Communications, newsletters and the internal communications plan.

WHO WE ARE LOOKING FOR

• Experience in a customer-focused or service delivery environment.
• Familiarity with quality assurance or continuous improvement methodologies.
• Interest in or knowledge of ISOs (44001) or SSRM environment.
• Exposure to reporting tools or platforms.
• Exposure within Facilities Management.
• Strong interpersonal and communication skills with the ability to build rapport with clients and stakeholders.
• Comfortable working with data, producing reports, and drawing insights from analytics.

• Support the Account team, managers, and supply chain partners in understanding and delivering the customer proposition, promoting a collaborative and partnership-driven approach with our client.
• Assist with our clients SSRM strategy and Mitie’s ISO44001 accreditation by helping ensure ongoing compliance and contributing to improvements based on feedback and survey results (e.g. NPS and SSRM).
• Act as a key liaison between our external clients, operational delivery teams, and the Account leadership, ensuring clear and timely communication.
• Contribute to the delivery of a first-class customer experience by supporting initiatives and plans aligned with customer insights, feedback, and business objectives.
• Assist in identifying and prioritising continuous improvement opportunities and support the development and tracking of the Annual Improvement Plan.
• Support business development efforts by identifying potential growth opportunities and promoting a proactive, opportunity-focused mindset within the wider team.
• Encourage and facilitate idea generation across the Account, engaging with Green Belts, managers, and frontline colleagues to drive innovation.
• Help maintain the training strategy and matrix for the Account, ensuring training supports service improvement, compliance, and quality assurance.
• Support the implementation and monitoring of the Quality Assurance Plan, ensuring processes are followed and service standards are met.
• Work with the Quality team and other functions to support internal and external audits, including those related to ISO standards (e.g. ISO9001, 14001, 27001, 45001, and 44001).
• Responsible for supporting the provision of information for monthly performance reports, Catering Communications, newsletters, and the internal communications plan.