Quality & Training Manager – Highways

About the Role

At Connect Plus Services, we manage and maintain the strategic infrastructure of the M25 motorway, one of the busiest and most complex road networks in Europe. Working in partnership with National Highways, our teams play a critical role in keeping the network safe, operational and resilient for the millions of people who rely on it every day.

We are looking for a Quality & Training Manager to join our Network Operations team. This role is central to ensuring the integrity, consistency and continual improvement of access‑planning processes across the M25 network. Acting as the authority on booking standards and methodology, you will lead governance of planning practices, validate the correct use of systems and ensure full compliance with contractual and operational requirements.

You will also lead structured training and refresher programmes across the organisation, maintain competency records and embed lessons learned into ongoing process improvements. Working closely with operational teams, you will investigate performance issues, support improvements to systems and processes, and ensure that planning and booking activities are accurate, auditable and aligned with client expectations.

What You’ll Be Doing

• Overseeing the quality and governance of access‑planning processes across the M25 network, ensuring consistency and alignment with contractual standards.
• Acting as the subject matter expert for booking processes and methodology, supporting teams in maintaining high levels of accuracy, compliance and operational efficiency.
• Designing and delivering structured training programmes and refresher sessions for system users, ensuring correct application of access‑planning systems and processes.
• Maintaining competency records, training logs and assurance documentation to support organisational capability.
• Monitoring performance and investigating booking or planning issues, identifying root causes and embedding lessons learned into training and operational processes.
• Contributing to the development of business cases for system or process improvements, ensuring proposed changes enhance efficiency, data integrity and transparency.
• Acting as the primary point of contact for National Highways regarding process reviews, ensuring planning methodologies remain aligned with client expectations and industry best practice.
• Supporting operational resilience by stepping in during periods of peak demand or staff absence to uphold process quality and maintain service levels.

Who We’re Looking For

We are seeking someone with strong experience in governance, compliance and quality assurance processes, ideally within a highways, infrastructure or operational environment.

You should bring:

• Excellent analytical and problem‑solving skills, with confidence to investigate issues, influence stakeholders and drive improvements across complex teams.
• High IT literacy and confidence working with large datasets and complex systems, with the ability to present information clearly and effectively.
• Strong communication and organisational skills, with the ability to work collaboratively across Asset Delivery, Engineering, Network Operations and Service Delivery.
• An understanding of roadspace‑planning or scheduling processes for works on the network (highly beneficial).
• Experience with planning systems or reporting tools; familiarity with platforms such as Aconex, Business Collaborator, Power BI or GIS‑based systems would be an advantage.

Behavioural Competencies

Results Driven:
Shows passion and enthusiasm for their work. Tackles problems directly and works to resolve them without delay.

Focus on Excellence:
Goes the extra mile to exceed expectations. Continuously looks for opportunities to add value and improve performance.

Teamwork & Collaboration:
Sets aside personal agendas to work for the benefit of customers, suppliers, and stakeholders. Proactively shares knowledge, ideas, and expertise.

Customer Focus:
Dedicated to meeting the expectations and requirements of internal and external customers. Actively gathers customer insight to improve services and solutions. Manages customer experience to maintain strong relationships.

Operational Excellence:
Plans and organises work to safely achieve maximum efficiency and consistent delivery.

Adaptability:
Learns quickly and adapts positively to changing business and customer demands. Energised by change.