University of Leeds - Quality and Systems Manager

Quality & Systems Manager Candidate Pack








Residential Services is seeking to appoint a Quality & Systems Manager to play a key role in the delivery of their strategy to provide high quality accommodation and an exceptional student/customer experience. You will help drive forward the Service’s quality agenda, taking responsibility for their developed Quality Management System, working collaboratively with colleagues within Residential Services and the wider Facilities Directorate, you will pro-actively identify and deliver opportunities for improvements and enhancements to service delivery.


The University, established in 1904, is one of the largest higher education institutions in the UK. We are renowned globally for the quality of our teaching and research. The strength of our academic expertise, combined with the breadth of disciplines we cover, provides a wealth of opportunities and has real impact on the world in cultural, economic and societal ways. The University strives to achieve academic excellence within an ethical framework informed by our values of integrity, equality and inclusion, community and professionalism.


We have more than 38,000 students - More than 35,000 full time students - More than 2,000 part time students Including: - More than 27,000 undergraduates - More than 10,000 postgraduates

• We have 3,500 student volunteers who contribute to local regional and national projects

• We have over 9,000 international students from more than 170 countries, including exchange students

• We have a global network of alumni and are in regular contact with more than 269,000 alumni in more than 190 different countries

• We have 8,700 staff from more than 100 different countries

• We contribute £1.3 billion every year to the UK economy – students add close to £200m of international revenue into the City Region each year

• The latest High Fliers report, The Graduate Market in 2020, has ranked Leeds in the top 10 most targeted universities in the UK by graduate recruiters

Our staff have been awarded 25 National Teaching Fellowships – more than any other university

Leeds is ranked in the top 100 universities in the QS World University Rankings 2020

We were The Times and The Sunday Times’ University of the Year in 2017 and are currently ranked 13th in its Good University Guide 2020

We are a member of the Russell Group of research-intensive universities

We are a top 10 university for research power in the UK according to the 2014 Research Excellence Framework

In our latest audit by the Quality Assurance Agency the University received a commendation, the highest category of praise available, for our enhancement of student learning opportunities

We were awarded the Queen’s Anniversary prize, the country’s highest accolade for an academic institution, in 2009 and 2011

We are part of the Worldwide Universities Network (WUN), which comprises 23 research-intensive institutions spanning six continents


The Facilities Directorate brings together Estates and Facilities, Commercial and Campus Support Services, Residential Services and Sustainability, employing over 1,100 staff, to provide first class facilities and services to support the University’s strategic objectives and world class aspirations. Our vision is to ensure that our campus offers opportunities for an exceptional student experience, provides first-class facilities for research and external collaborations and meets the best possible sustainability standards.

Our mission is to provide first-class facilities and services to staff, students and visitors supporting the University’s strategic objectives and world class aspirations.


Residential Services at the University of Leeds is one of UK’s largest and most successful higher education student accommodation services. The University’s Residential Service operates, manages and leases circa 9,000 student beds and generates an annual income of £50 million. The Service operates a quality management system (QMS) that complies with the requirements of ISO9001:2015 for the provision of accommodation to undergraduate and postgraduate students. Residence Life at the University of Leeds is about making student experience in halls the best it can be. The Residence Life Team works in partnership with Leeds University Union (LUU) to provide students with a calendar of events all year round. The dedicated team of Wardens and Subwardens are always on hand to provide support to Students. Residential Services is seeking to appoint a Quality & Systems Manager to play a key role in the delivery of their strategy to provide high quality accommodation and an exceptional student/ customer experience. You will help drive forward the Service’s quality agenda, taking responsibility for their developed Quality Management System (QMS), designed in accordance with the (ISO9001:2015 quality standard. Working with colleagues within Residential Services and the wider Facilities Directorate, you will pro-actively identify and deliver opportunities for improvements and enhancements to service delivery. You will have a good understanding and demonstrable working knowledge of quality management systems and audit, accreditation & certification process for QMS such as ISO9001:2015 & ISO14001:2015 and you will possess a recognised International Standards Office (ISO) auditing qualification and/or relevant auditing experience.


Salary: Grade 7 (£33,797- £40,322 p.a.) What does the role entail? As Quality & Systems Manager, your main duties will include: • Responsibility for the Residential Services’ Quality Management System, ensuring that our practices and systems comply with ISO9001:2015; • Planning and managing internal audits of Residential and Accommodation Services processes and standard operating procedures, ensuring documentation and records meet the required standards. Conducting root cause analysis and advising on corrective and preventative actions; • Coordinating external audits by accreditation bodies such as the BSI; • Pro-actively identifying, monitoring and reporting on trends on quality management performance to the Service’s Senior Management Team, ensuring that any actions are driven forward and effectively implemented; • In conjunction with senior management, pro-actively identify and deliver opportunities for improvements and enhancements to service delivery. Being an advocate of change, promoting and explaining changes to procedures and policies to staff within and outside of the Service as required; • Working collaboratively with colleagues within Residential Services and across the Facilities Directorate in relation to quality issues; • Conducting internal audits of other accreditation schemes to which Residential and Accommodation Services are committed in addition to auditing key suppliers as may be appropriate; • Contributing to the development of policy and processes in line with Residential Services’ strategic priorities and sector-wide requirements and expectations; • Responsible for developing and maintaining Residential and Accommodation Services

systems and software such as StarRez and EQMS; ensuring that faults and problems are dealt with in a timely and effective manner; • Representing the Service at internal and external meetings; sharing best practice, attending relevant training and keeping abreast of developments in quality management; • Monitoring and reporting on customer feedback and complaints within Residential and Accommodation Services where appropriate; • Actively promoting and supporting wider implementation of the quality management system across the Facilities Directorate as required, aligning documentation and processes and ensuring effective communication; • Facilitating and delivering training to colleagues within the Service and the wider Facilities Directorate on quality management issues and associated software; • Managing a Student Intern and co-ordinating • Working collaboratively and flexibly with other members of Residential and Accommodation Services to deliver a high level of service in support of strategic aims. This will include working at a residence site to deliver operational duties if there is a demonstrable need or at peak periods e.g. student intake. the work of others involved in quality assurance activity within the Service;

These duties provide a framework for the role and should not be regarded as a definitive list. Other reasonable duties may be required consistent with the grade of the post.

What you will bring to the role?

As Quality & Systems Manager, you will have: • Operational management experience within a residential, facilities or hospitality environment plus experience in a quality management/assurance role; • A recognised internal International Standards Office (ISO) auditing qualification and/or relevant auditing experience; • A good understanding and demonstrable working knowledge of relevant management systems, standards or accreditations such as ISO9001:2015, ISO14001: 2015, OHSAS 18001;2007 or equivalent; • Excellent IT skills with a strong working knowledge of Microsoft Office plus experience of using knowledge management/audit management computer software; • A demonstrable commitment to providing excellent customer service and care; • Excellent analytical skills with a strong attention to detail; • Strong communication, interpersonal and influencing skills with the ability to work collaboratively and develop effective working relationships; • The ability to work proactively with a high level of initiative and demonstrate tenacity and commitment to achieving results; • Excellent organisational skills with the ability to respond to changing priorities and work under pressure; • Demonstrable behaviours in line with Residential Services’ and University values. You may also have: • Experience of managing contractor performance; • A higher education qualification in Quality Management, Facilities Management or Hospitality management; • Experience of working in the Higher Education sector; • A full current valid driving licence as work will involve travelling between sites and properties.


Join us and you will become part of a large and diverse organisation – with more than 7,000 staff of around 100 nationalities we are the third largest employer in Leeds. Leeds is a great place to live and work, a bustling city surrounded by beautiful countryside, and our campus is just a short walk from the city centre.

Work-life balance &Wellbeing

• We aim to be a ‘best practice’ employer. We understand that our employment policies need to be flexible and responsive in order to promote diversity and equality, and to attract and retain the highest quality work force • We not only fully embrace the Employment Act, which gives government regulations on paternity, adoption and statutory maternity leave, but we go beyond the statutory requirements to help all staff balance the demands of work and personal life. Take a look at our HR policies to find out more about flexible working hours, job sharing and many other schemes to help you achieve a healthy balance • We believe in supporting our staff at work and providing a range of support services available to everyone who works for the Universityel


• Every employee of the University has access to a generous occupational pension • We have four different pension schemes covering different groups of staff. Find out more about pensions, including retirement benefits and additional voluntary contributions • All schemes provide valuable benefits on retirement, as well as life assurance and protection for your family

Bright Beginnings childcare centre

The University has its own award-winning childcare centre, Bright Beginnings, which provides high quality childcare to staff members and students.

The centre caters for children aged between three months and five years and provides a Playscheme during the school holidays for children aged three to 11. Find out more on the Bright Beginnings website.

Find out more about the benefits of working at the University and what it is like to live and work in the Leeds area on our Working at Leeds information page.


As an international research-led University, Leeds strives to go beyond our legal duties to create a positive environment for our diverse community of staff and students. The University works hard to promote gender equality and support the career development of talented women working in the traditionally male-dominated fields of science, engineering and technology. The University renewed its Athena SWAN Bronze award in October 2016. Leeds is committed to recruiting the brightest and best students regardless of background and our Reach for Excellence and Access to Leeds (A2L) programmes are key parts of our Access Agreement and Education Engagement Strategy. We have also developed an access strategy to recognise the needs of potential mature students.

Additional information

Candidates with disabilities Information for candidates with disabilities, impairments or health conditions, including requesting alternative formats, can be found on our Accessibility information page or by getting in touch with us at

Criminal record information

Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 This post requires an enhanced criminal record check from the Disclosure and Barring Service (DBS), and any equivalent overseas authorities where relevant. The successful candidate will be required to give consent for the University to check their criminal record status. All applicants are required to make a self-declaration where applicable. Any offer of appointment will be subject to the University being satisfied with the outcome of these checks, in accordance with our Criminal Records policy. You can find out more about required checks and declarations in our Criminal Records information page.


The University is being supported on this recruitment campaign by the search consultancy The Management Recruitment Group (MRG).

To arrange a confidential briefing conversation please contact our advisors Hayley Mintern or Charlotte Turedi of MRG.

Applications should consist of a comprehensive CV (of not more than 4 pages) and a covering letter (of not more than 2 pages). Applications should be sent to Hayley Mintern and Charlotte Turedi.

Hayley Mintern E: T: 0203 962 9900 Charlotte Turedi E: T: 0203 962 9900

Final stage assessment interviews are proposed to take place at the University of Leeds on Monday 20th April 2020.

Page 1 Page 2 Page 3 Page 4 Page 5 Page 6 Page 7 Page 8 Page 9 Page 10 Page 11 Page 12 Page 13 Page 14 Page 15 Page 16

Made with FlippingBook flipbook maker