NTOC Quality Assurance Manager – Dartford

About the Role

This is an exciting opportunity to join our National Traffic Operations Centre (NTOC) team as a Quality Assurance Manager, where you will play a vital role in ensuring excellence across our operations. With another 15 years remaining on this significant project, you will enjoy the security of a long-term position while working in a dynamic environment that offers challenge, variety, and the chance to make a lasting impact.

You will support the NTOC team in meeting both contractual and performance expectations, championing best practice to maximise efficiency and maintain exceptional service standards. Your expertise will help shape the smooth operation and management of the strategic roads network, directly contributing to safer, more reliable journeys for millions of road users.

This role offers not only the satisfaction of delivering high-quality outcomes but also the opportunity for personal and professional growth, as you work alongside dedicated colleagues in a forward-thinking, collaborative environment.

What You’ll Be Doing

• Support the NTOC function with its Incident and Defect Management response, ensuring incidents are managed correctly and reports are accurate.

• Review incident data to ensure all activities of primary and secondary response are accurately recorded and comply with company policy and contractual requirements.

• Review incident management feedback, liaising with and assisting NTOC Duty Managers to ensure corrective action is taken and appropriate training is provided.

• Deliver training for both new starters and existing NTOC operational staff, supporting decision-making and regularly identifying training needs.

• Review and monitor logs where expected responses have not been achieved, investigating reasons and adding mitigation notes where required.

• Liaise with CPS teams and provide initial responses to queries regarding response, paymech, or road space bookings.

• Assist with the Winter Maintenance response, ensuring all weather-related decisions are fully understood and delivered in accordance with the Severe Weather Plan.

• Assist with reporting and data capture as required.

• Provide support to the NTOC function as and when needed.

• Ensure road space bookings are accurately recorded, raising queries regarding delays or cancellations.

• Receive and disseminate information accurately to optimise safety and maximise the efficient resolution of incidents.

• Comply with Connect Plus policies and procedures, as detailed in operational plans and HR standards.

• Build strong, effective working relationships with stakeholders and partners, including real-time liaison with NH Regional Operations Centres.

• Attend ISU shift briefings and act as the key contact for depots during any night-based activity.

• Undertake ad-hoc duties as requested by your manager.

• Travel between Dartford and South Mimms as required.

• Provide support to the DTM and cover their responsibilities when necessary.

Who We’re Looking For

• Minimum of 3 years’ experience working in an operational control room, ideally within an emergency services or National Highways environment.

• Experience in an environment requiring time-critical deployment of resources.

• Proven track record in a performance-driven workplace.

• Excellent oral and written communication skills.

• Strong problem-solving skills, with the ability to analyse information, consider options, and anticipate outcomes.

• Proficient in operating and interrogating multiple database systems simultaneously to a high standard.

• Understanding of the commercial implications of operational decisions.

• Ability to remain calm under pressure and effectively prioritise responses to multiple events.

• Experience in incident management, escalation processes, and relevant terminology.

• Full, valid driving licence.

We welcome individuals who are adaptable, eager to learn, and committed to delivering high standards in their work. If you’re looking for a role where your expertise can make a visible and lasting difference, we’d love to hear from you.

Behavioural Competencies 

• Inspiring: Champions curiosity and continuous improvement, role modelling change and managing risks to achieve project outcomes.  
• Energising:  Role models positive and energised project focussed attitudes towards   and continuous improvement. 
• Challenging: seeks and advocates improvements to add value and drive continuous performance.  
• Challengeable: Encourage a culture of skilled challenging and seek to understand and explore challenge to enable improvement. 
• Influencing: Builds commitment and consensus, and role models CPS leadership behaviours to deliver our goals.

Why Work for Us?

At Connect Plus Services (CPS), you’ll be part of a world-class team maintaining and operating the M25, Europe’s busiest motorway. As a joint venture between Balfour Beatty, AtkinsRealis, and Egis, we play a vital role in keeping millions of journeys moving safely and efficiently.

A Career Like No Other

Working on the M25 offers unrivalled experience, challenges, and opportunities that no other highways project can provide. You’ll be exposed to cutting-edge technology, large-scale infrastructure, and complex engineering solutions, making every day dynamic and rewarding.

Long-Term Stability & Growth

With 15+ years remaining on this project, we offer career stability, professional development, and progression opportunities. Whether you’re looking to build new skills or take the next step in your career, we invest in your growth.

A Supportive & Inclusive Team

At CPS, your contributions matter. We foster a diverse, inclusive, and collaborative work environment where safety, innovation, and teamwork drive everything we do.

About us

CPS is a joint venture between Balfour Beatty, AtkinsRealis, and Egis.

At Balfour Beatty we are committed to creating a diverse workforce and an inclusive culture where everyone can be themselves and reach their full potential, not only because this is the right thing to do, but because it makes us a better business.

To ensure we deliver on this commitment, we have a UK Diversity and Inclusion Action Plan which sets out the wide range of targeted, proactive, measurable steps we are taking to make this a reality. You can read our UK Diversity and Inclusion Action Plan in full at www.balfourbeatty.com/value_everyone

To help and support us with our desired commitment to create an inclusive culture we are members of WISE, enei, Business Disability Forum and Women into Construction. In 2020, we signed the Audeliss and Involve Open Letter to demonstrate our commitment to taking key long term and sustainable actions on Black Inclusion.

Balfour Beatty is also a Gold Award holder in the Ministry of Defence ‘Employer Recognition Scheme’ and actively encourage applications from Armed Forces personnel, veterans, and reservists.

As a Disability Confident Employer, we are committed to working with people who have disabilities and long-term health conditions to remove barriers for them in obtaining employment. We are also committed to offering applicants with a disability an interview if they meet the minimum requirements for the role.

Further information on Disability Confident can be found at:  https://disabilityconfident.campaign.gov.uk/

Note to all internal CPS employees:

If you are interested in applying, please submit your application through your parent company’s careers portal by entering the job title in the search bar. If your employing company is not advertising this role, please submit your CV and the role title to recruitment@connectplusm25.co.uk