McCarthy Stone are recruiting an experienced Operations Manager to lead a team of Registered Estate Managers and House Managers across West Sussex and Surrey with occasional travel to our Hatfield office.
This position is offered on a fixed term basis for up for to 12 months.
Salary: £Competitive per annum, plus benefits, bonus, company car or car allowance
Hours: 37 per week
Job purpose: Accountable to the Divisional Director for managing the efficient and effective performance of our Retirement Living (RL) and Retirement Living Plus (RLP) developments, in line with Key Performance Indicators (KPIs) and associated dashboards.
Key Responsibilities:
* Manage the frontline team within the area to run the developments, our services and lead our colleagues in line with McCarthy Stone’s purpose and plan and associated Services Business’ objectives
* Drive a customer centric performance culture, which enables achievement of Services’ objectives and associated KPIs
* Achieve ‘brilliant basics’ in compliant service delivery for our customers, on which to build improvement and growth
* Establish high performing teams and collaborate with Services support function colleagues using a partnering approach
* Be on a monthly rota with other Operations Managers, to undertake emergency calls from estates and support, out of normal working hours. (additional pay given for this)
Customers:
* Create and maintain vibrant communities in all developments through direct engagement with homeowners and promotion of an active, healthy and inclusive social life
* Deliver Net Promoter Score (NPS) targets and reduce complaints focusing on first contact resolution
* Resolve in a timely manner any complaints or issues highlighted by homeowners, colleagues, service providers or monitoring procedures, escalating as appropriate
* Ensure responsive high standards of property management and maintenance, working with Customer Services to ensure timely resolution of any in warranty repairs
* Working with the Operational Excellence team, ensure a consistent and high quality homeowner experience from start to finish with dynamic and systematic service delivery through demonstrable consistent embedding of standard operating procedures
* Working with the Care Quality team, support Registered Estate Managers to achieve a minimum Care Quality Commission (CQC*) rating of good for all registered developments, make sure all developments are appropriately registered with the CQC and compliant to deliver safe, effective, caring, responsive, and well lead services (*or the equivalent regulatory bodies in Scotland and Wales)
Colleagues:
* Recruit, develop, and motivate House Managers, Estate Managers and on site teams to achieve the business objectives
* Lead team members through the performance management and development processes through goal setting, feedback and performance development planning
* Promote regular individual and team recognition via the company wide recognition scheme and identify and action other ad hoc opportunities as they arise
* Set clear and ambitious ‘SMART’ objectives for the team and support the team to help achieve them
* Monitor and ensure your team is up to date with statutory and mandatory training
* Promote the completion of the Great Place to Work Surveys and follow up action plans
Business:
* Ensure compliance with process, policy, standard operating procedure, embedding consistency of application in all your developments
* Ensure systems are used and trained as required and data is kept up to date
* Monitor and complete follow up improvement action for KPIs, particularly in terms of NPS, budget, additional services, occupation of properties, compliance, CQC, and staff turnover and provide reports on your area to your Divisional Head of Operations on the performance of your area for the monthly Performance and Hotspot meeting
* Ensure monitoring processes are in place and operating effectively to ensure all services and staff comply with their legal, regulatory and statutory duties, particularly in relation to property compliance, safeguarding, the delivery of care services, food hygiene and health and safety
* Have lead responsibility for quality assurance in the area, ensuring audits and surveys are completed in a timely manner on all developments, and that any identified action is followed up according to agreed timescales
* Ensure accident/incident reporting, escalation and learning is intrinsic within your team
* Work with the Care Quality team, so that the care and support services we provide are safe, of high quality and grow in line with business objectives
Health and Safety:
As Line Manager your H&S responsibilities in relation to you and employees under your control are to:
* Take reasonable care of your/ their own health and safety and that of any person who may be affected by your/their acts or omissions at work
* Act in accordance with Company Health and Safety policies and procedures and ensure that employees under your control are:
o Trained and competent to carry out work properly and do so
o Familiar with, understand and discharge any allocated safety responsibilities
o Provided with adequate information, supervision and equipment to allow their duties to be undertaken in a safe manner
* Immediately stop any unsafe activity until adequate measures have been taken to remove the risk or reduce it to as low as possible, seeking advice from the H&S team as appropriate.
Person Specification:
Education and Qualifications:
* RQF Level 5 or equivalent in Management relevant to a management role in retirement living or related sectors, eg hospitality, property management, health and social care, housing, leisure etc (desirable)
* Evidence of commitment to continuous professional development.
Knowledge, Experience, Skills, Competencies and personal attributes:
* Experience of working at management level in a customer and people centric organisation, which provides a range of services in house and outsourced services across a number of sites
* Operational management experience and expertise, across a group of retirement communities or equivalent
* Demonstrable ability to manage a team remotely and through hybrid working
* Experience of successful working in a matrix management structure is desirable
* Demonstrable experience of and commitment to the highest possible standards of service and customer satisfaction.
* Strong understanding of Health and Safety and compliance in general, and driving a positive and proactive culture in this regard.
Divisions/Sales through negotiation and influencing skills:
* Committed to safeguarding and promoting the welfare of vulnerable adults and older people.
* Detailed knowledge of relevant legislation, best practice guidance and quality standards.
* Must be computer literate with sound knowledge of Microsoft Office and other software programmes
* Financial and commercial acumen and experience of managing significant budgets
* Presentation skills including to a large and varied audience
* Proficiency in crisis management
* Ability to conduct investigations thoroughly in a timely manner
Why Join?
As part of McCarthy & Stone Management Service, a successful and fast expanding national company, you’ll get all the training and support you need to help you meet your career goals from our internal experts.
McCarthy Stone is officially recognised as a ‘Great Place to Work!’ We celebrate diversity and promote equality and inclusion amongst our colleagues. We welcome applications from all, regardless of personal characteristics or background.
Could this role be the perfect job for you? Apply now!All applications will be reviewed as soon as they are received, and we hold the right to appoint before the closing date.
About Us
As the UK’s leading developer and manager of retirement communities, we provide high quality homes to exacting specifications. As of May 2024, McCarthy Stone operates 538 developments across the UK for more than 24,200 people.
We believe in championing the role, wellbeing, and happiness of older people in society. We help our customers have a better later life, so they feel more connected, recognised, and valued than ever. In late 2020 we launched the McCarthy Stone Charitable Foundation to support local causes that help older people in need across Britain.
We are proud to have been certified as a Great Place to Work 2024 as well as making the Great Place to Work Wellbeing list!
Our Customers
The Benefits
24 days annual leave
Pension
plan
Life
assurance
Employee assistance helpline
Health
screening
Eyecare voucher scheme
Long service award
Testimonials
“I enjoy working for McCarthy and Stone as a House Manager because I am very well supported in my Role by my manager. I am able to make the day to day decisions but always have immediate support on the rare times I need help. It’s a breath of Fresh Air working for a focused dynamic company who know what they are trying to achieve as a team.”
Linda Diamond – House Manager
“Only at McCarthy Stone can you start in the middle of a pandemic and feel at home within a couple of weeks … it’s all about our great people and how welcome they make you feel … even if it was through a screen!”
Andrea Waldron - Senior HR Business Partner
“From my first week I felt like part of the team, everyone is helpful and pro-active, which is crucial in a fast paced environment. I’ve had the opportunity to work on some exciting projects, it’s a very ‘hands-on’ approach here with plenty of opportunity to be involved and play a part in delivering developments.”
Emily Bishop - Principal Planning Associate
“Working for McCarthy Stone is a very fulfilling experience. The staff here are all empathetic and professional. Guiding people in purchasing an apartment, watching them settle in and make friends, and then watching them lead a happy and carefree retirement is very rewarding.”
Caroline Craig-cordel – Sales Consultant
“I found it inspiring how working in McCarthy Stone gives you a chance to make so many people happier, every day. And what we do is so important to our homeowners! In my marketing career before I couldn’t dream about customers sharing their thoughts about my campaigns, but here it happens all the time.”
Stan Smolyar – Head of Brand
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