Senior Compliance & Service Lead

Salary: £42,000 – £45,000Location: EghamEmployment Type: Full-Time

About the Role

A well-established service provider with multiple specialist divisions is seeking a Senior Compliance & Service Lead to oversee service standards, team performance, compliance frameworks and field-based activities across a busy, multi-site environment.

This role replaces an outgoing external adviser and brings the function in-house. It requires a strong leader with knowledge of compliance frameworks, quality management, structured service delivery, and team leadership. You will play a key role in maintaining procedures, monitoring performance, ensuring adherence to internal and external standards, and supporting high-quality field service activities.

The environment includes mobile field work, attendance to site callouts, scheduled routines, keyholding services, and a 24/7 control room.

Key Responsibilities

Service Leadership & Field Support

• Lead and support field teams and control room staff to ensure consistently high standards
• Manage workforce planning, scheduling and performance monitoring
• Ensure effective delivery of daily activities across all service functions
• Participate in the out-of-hours Duty Manager rota
• Attend callouts when required, including travelling to Egham when all other resources are deployed to collect keys and attend site

Compliance & Quality Standards

• Ensure compliance with ISO 9001, internal frameworks and relevant British Standards
• Review and update company systems, policies, procedures and documentation
• Conduct internal audits, quality checks and service performance reviews
• Prepare for and support external audits
• Assess third-party provider performance and contractual adherence

Client & Stakeholder Engagement

• Represent the organisation professionally at client and stakeholder meetings
• Review KPIs, discuss service performance and recommend improvements
• Communicate effectively with teams, managers and external partners

Reporting, Governance & Performance

• Track KPIs, SLAs and performance data
• Produce reports and action plans to enhance service quality
• Identify and implement opportunities for positive operational and compliance improvements

Commercial Awareness

• Support budgeting, resource planning and cost control activities
• Review service agreements, labour requirements and service viability
• Contribute to decision-making that enhances service quality and financial efficiency

Candidate Requirements

To be considered, applicants must:

• Hold an active SIA licence (SG, DS or CP). CCTV licence beneficial
• Hold a full UK manual driving licence
• Have at least 3 years of experience in a hands-on senior service leadership role
• Have strong team leadership and development experience
• Understand ISO frameworks, British Standards and compliance requirements
• Be confident improving systems, processes and internal documentation
• Have experience in field-based services and control room-style environments
• Be highly organised and able to handle pressure and deadlines
• Communicate confidently, with excellent written and verbal skills
• Be proficient in Microsoft Office and familiar with rostering systems
• Be proactive, adaptable and quality driven
• Live within a 20–35 minute drive of Egham
• Be willing to take part in the out-of-hours Duty Manager rota