Quality Assurance Manager

Job Title: Quality Assurance Manager

Contract Type: Permanent

Salary: £58,451.1 per annum

Working Hours: 35 Hours per week

Working Pattern: Monday - Friday, Hybrid

Location: Camden, London

If you share our values and are excited about making a significant impact at Riverside, please ensure you attach a current CV and covering letter. At Riverside we recruit to potential not just on skills and experience, so we encourage you to apply even if you don't meet all the essential criteria on the job description.

Please note that whilst we will accept applications on the basis of any form of valid legal permission to work in the UK, we will be surrendering the Riverside Sponsorship licence, so for the avoidance of doubt, we are unable to apply for any further sponsorships whether on behalf of existing colleagues or candidates.

Riverside Property Services manages the repairs and maintenance service to over 24,000 properties across London, the Southeast and Home Counties.

Riverside Property Services undertakes repairs, servicing, voids and planned maintenance work to our customers' homes via our in-house team and a variety of contractors and service providers who are employed on our behalf. This includes repairs to general needs, leasehold, market rent and our specialist Care and Support schemes. Our work also includes statutory and regulatory compliance checks.

The difference you will make as a Quality Assurance Manager

To lead, manage, and oversee the quality assurance and compliance auditing functions for all building services across Riverside's property portfolio. This includes accountability for compliance relating to gas, heating, hot water, water pumps, electrical systems, Heat Interface Units (HIUs), and Heat Stores, as well as managing and supporting the associated compliance auditors. The role ensures the highest standards of safety, regulatory compliance, and quality of work delivered by both Riverside's Direct Labour Organisation (DLO) and external contractors, while safeguarding Riverside's essential accreditations (Gas Safe Registration, NICEIC Registration, and related compliance frameworks).

About you

We are looking for someone with

• Qualifications in building services management, compliance auditing, or a relevant tech-nical discipline.
• Extensive experience managing compliance and quality assurance in building services, specifically within gas, heating, hot water, electrical systems, and related areas.
• Comprehensive knowledge of relevant regulations, including:

o Gas Safety (Installation and Use) Regulations 1998

o BS 7671 Wiring Regulations

o Electricity at Work Regulations 1989

o Heat Network (Metering and Billing) Regulations

o Health & Safety at Work Act 1974

o CDM Regulations

• Demonstrated leadership experience, managing compliance auditors and teams.

Why Riverside?

At Riverside, we're a housing association with a difference – enhancing the everyday for all our customers. For 90 years, we've been revitalising neighbourhoods and supporting communities by providing the homes they need to live full, fulfilling and rewarding lives.

We have a portfolio of over 75,000 affordable residential and retirement homes across the UK. Our work ranges from homelessness services to social care, employment support to retirement living, and we need the best people on board to help us.

Working with us, you'll enjoy:

• Competitive pay & generous pension
• 28 days holidays plus bank holidays
• Flexible working options available
• Investment in your learning, personal development and technology
• A wide range of benefits

Diversity and Inclusion at Riverside:

We are inclusive. At Riverside, we value diversity in all its forms. We foster a workplace where all individuals are respected, empowered, and heard. Our commitment to inclusivity drives our success and enriches the lives of our customers and colleagues.

Riverside is a Disability Confident Employer and operates a Guaranteed Interview Scheme for any applicant who declares they have a disability. If the applicant meets the minimum requirements for the role (as set out in the role profile and/or person specification) they will be guaranteed an interview.

This role also falls under our Ethnic Diversity guaranteed interview scheme. If you are Ethnically Diverse and demonstrate you meet the minimum criteria for the role you will be guaranteed an interview.

Applications may close before the deadline, so please apply early to be considered.

Role Profile

Principal accountabilities:

The difference you will make as a Property Services Quality Assurance Manager (M&E Services):

• Provide leadership and strategic direction to the Quality Assurance Compliance Auditors across gas/heating/water and electrical systems.
• Ensure Riverside's ongoing compliance with relevant statutory, regulatory, and organisational standards, including but not limited to:
• Gas Safety (Installation and Use) Regulations 1998
• BS 7671 Wiring Regulations
• Electricity at Work Regulations 1989
• Health & Safety at Work Act 1974
• Heat Network (Metering and Billing) Regulations
• Water Regulations Advisory Scheme (WRAS)
• All relevant British Standards
• Maintain Riverside's critical industry accreditations (Gas Safe and NICEIC registrations) by proactively identifying and mitigating compliance risks.
• Develop, implement, and maintain effective auditing frameworks, reporting processes, and continuous improvement practices.
• Act as a primary liaison with external regulatory bodies, auditors, and compliance agencies.
• Lead on reviewing contractor performance, ensuring compliance with contractual obligations and regulatory requirements.
• Provide oversight, mentoring, and professional development to compliance auditors to continuously improve Riverside's compliance assurance capability.

Role Responsibilities

1. Leadership and Strategic Oversight

• Lead the compliance auditing function for Riverside's full spectrum of building services:
• Gas and heating systems
• Electrical systems
• Hot water systems and water pumps
• Heat Interface Units (HIUs) and Heat Stores
• Provide strategic compliance advice to senior management, identifying potential risks and implementing proactive mitigations.

2. Compliance Management

• Ensure effective auditing and compliance monitoring frameworks are implemented consistently across all building service teams.
• Oversee internal audits of work conducted by Riverside's DLO teams and external contractors.
• Ensure timely identification, reporting, and rectification of non-compliance issues.
• Safeguard Riverside's critical registrations, including Gas Safe and NICEIC, by continuously meeting compliance obligations.

3. External Audits & Regulatory Liaison

• Serve as the key point of contact for external auditors, compliance regulators, and accreditation bodies.
• Oversee the preparation, response, and follow-up actions related to external compliance audits.
• Implement recommendations from external auditors, ensuring Riverside's practices remain aligned with best practices and regulatory changes.

4. Contractor Performance & Quality Assurance

• Lead regular reviews of external contractor performance, ensuring compliance with regulatory, contractual, and organisational standards.
• Provide detailed reporting to senior management on contractor compliance performance, highlighting risks and recommending improvements.
• Support procurement and contract management teams with compliance-related input for contract specifications, renewals, and performance management.

5. Training & Development

• Coordinate and deliver compliance training, briefings, and best practice updates to auditors, operational teams, and contractors.
• Provide technical guidance, support, and mentorship to compliance auditors and operational teams.

6. Reporting & Continuous Improvement

• Prepare and present comprehensive compliance reports to senior leadership, detailing compliance performance, risk assessments, and action plans.
• Develop, review, and continuously improve compliance policies, procedures, and guidance documents.
• Analyse trends and insights from audit findings to inform strategic decisions and enhance service quality.

Key Tasks

• Manage and support a team of compliance auditors, ensuring clear objectives and high performance.
• Ensure accurate records and robust documentation of compliance activities across all building services.
• Regularly attend and lead meetings focused on compliance, contractor management, and continuous improvement.
• Conduct periodic site visits to validate auditor findings and ensure quality assurance standards.
• Maintain up-to-date knowledge of changes in compliance standards, regulations, and best practices within building services.
• Investigate and resolve complaints (both informal and formal) and expressions of dissatisfaction with the service. Respond to customers within our published service standards, both verbally and in writing. Analyse and capture lessons learned, share them with the senior management team and wider administrative team, review processes to avoid similar occurrences, and arrange additional training if required.
• Ensure compliance with the Smoke and Carbon Monoxide Alarm (Amendment) Regulations 2022.
• Post holder will be required to participate in out of hours rota for repairs and maintenance services on a regular basis.

Person specification

Knowledge, Skills and Experience

Essential

• Qualifications in building services management, compliance auditing, or a relevant technical discipline.
• Extensive experience managing compliance and quality assurance in building services, specifically within gas, heating, hot water, electrical systems, and related areas.
• Comprehensive knowledge of relevant regulations, including:

o Gas Safety (Installation and Use) Regulations 1998

o BS 7671 Wiring Regulations

o Electricity at Work Regulations 1989

o Heat Network (Metering and Billing) Regulations

o Health & Safety at Work Act 1974

o CDM Regulations

• Demonstrated leadership experience, managing compliance auditors and teams.
• Proven ability to safeguard and maintain critical accreditations (Gas Safe, NICEIC).
• Strong analytical and technical reporting skills, able to present findings clearly to senior stakeholders.
• Experience working collaboratively with external auditors, regulatory bodies, and contractors.
• outstanding communication and interpersonal skills.
• Good time management, planning and organisational skills
• Proficient with IT systems (e.g., Microsoft Office, auditing software).
• Full UK Driving License.

Desirable

• Chartered membership or equivalent in a relevant professional institution (e.g., CIBSE, CIOB, IOSH).
• Experience working in social housing, DLO operations, or compliance management for multi-trade teams.
• Experience using compliance management software and data analytics tools.
• Proven track record in training and developing staff on compliance and safety standards.
• Awareness of building compliance frameworks.
• Health and Safety qualifications IOSH/SMSTS
• Microgeneration Certification Scheme (MCS) accreditation