FM Quality & Assurance Lead

Department: Operations

Employment Type: Full Time

Location: London

Reporting To: Tristan McCarthy

Description

Role Purpose

The FM Quality & Assurance Lead is responsible for overseeing the delivery of facilities management compliance, inspections and quality assurance activities across the estate. Acting as a central function, the role provides governance, programme oversight and reporting to ensure effective operational delivery and demonstrable statutory and contractual compliance.

The role works closely with operational FM teams, service partners and internal stakeholders to drive performance, embed consistent processes and ensure systems and data are used effectively to support compliance assurance.

You will work in close collaboration with the Head of Facilities Management Services and the Head of Technical Services as new processes, systems and reporting capabilities are developed. With a strong operational FM background, you will use data and insight to review, improve and evolve compliance and inspection processes, providing clear reporting to senior stakeholders across the organisation.

The role will also actively participate in technical project user groups, supporting the design, testing and operational rollout of FM systems and tools. Acting as the operational voice, the FM Quality & Assurance Lead will ensure solutions are practical, embedded effectively and aligned with day-to-day operational delivery.

This role requires a visible, people-focused leader who can motivate teams, build capability and successfully navigate change as the FM function continues to evolve.

Key Accountabilities

• Oversee all FM compliance activities related to service delivery, acting as a central quality and assurance function supporting the Operational FM teams.
• Manage compliance certification and assurance across the estate, ensuring records are maintained within core systems and supporting the ongoing development of structured compliance and asset documentation.
• Lead the production and communication of regular compliance and performance reporting, including trends, risks and areas for improvement, to support operational and strategic decision-making.
• Oversee the delivery, governance and reporting of the full FM inspections programme, coordinating and governing internal teams and inspection service providers to ensure timely delivery, consistent quality and assured compliance outcomes.
• Ensure robust tracking, escalation and closure of inspection actions, driving continuous improvement and adherence to compliance standards.
• Oversee the monthly delivery of the Vacant Available inspections programme, retaining accountability for inspection suppliers and providing assurance that vacant properties remain safe, compliant and ready for letting.
• Participate in and represent Operations within technical project user groups, supporting system design, testing, implementation and transition into business-as-usual delivery.
• Support the operational delivery of technical FM projects, ensuring compliance, inspections and assurance requirements are fully embedded within new systems and processes.
• Work collaboratively with the Head of Technical Services and wider FM leadership to support effective supplier performance management and assurance frameworks.
• Establish and maintain a central Quality Management System (QMS), coordinating with subject matter experts to ensure policies, processes and guidance are reviewed, controlled and kept current.
• Lead the development, implementation and embedding of FM policies and procedures, supporting training, communication and adherence as systems and processes evolve.
• Align quality and compliance programme management with wider operational activity, including capital works, lifecycle programmes and specialist asset inspections, ensuring compliance considerations are appropriately governed.
• Oversee the compliance and day-to-day management of the company vehicle fleet, ensuring vehicles are appropriately insured, inspected, maintained and administered in line with statutory, policy and operational requirements.
• Act as the central point of assurance for fleet compliance, coordinating with internal stakeholders and suppliers to ensure records, controls and reporting remain robust and up to date.
• Actively contribute to business improvement and transformation initiatives, using FM expertise and data-led insight to enhance systems, processes and assurance capability.
• Provide strong line management and leadership across quality, assurance and inspections functions, with a clear focus on team development, upskilling, motivation and performance. Lead teams through periods of change, embedding new systems, processes and ways of working through effective change management and engagement.

Skills, Knowledge and Experience

• Proven experience in facilities management compliance and assurance, with a strong understanding of operational FM delivery models.
• Demonstrated ability to manage compliance certification, inspections and assurance processes across a diverse property portfolio.
• Experience implementing and working with CAFM or FM systems, with strong reporting, data analysis and performance monitoring capability.
• Sound knowledge of Health & Safety inspections and statutory compliance requirements within a property or FM environment.
• Experience working with service providers to assure quality, performance and compliance outcomes.
• Strong capability in developing and maintaining Quality Management Systems, policies and procedures.
• Programme management experience across FM, capital or lifecycle-related activities, with the ability to manage multiple workstreams effectively.
• Experience participating in or supporting system implementation projects, technical user groups or operational change programmes.
• Knowledge of fleet compliance and operational vehicle management within a corporate environment.
• Highly analytical, with the ability to interpret data, identify trends and drive process improvement through change.
• Proven leadership and people management skills, with the ability to motivate teams, develop capability and maintain engagement during periods of transformation.
• Confident communicator, able to influence across operational, technical and senior stakeholder groups.