Operations Manager

McCarthy Stone are recruiting an experienced OperationsManager to lead ateam of Registered Estate Managers and House Managersacross Wiltshire and Berkshirewithoccasional travel to our Hatfieldoffice.

Hours: 37per week - Hybrid working with travel to developments within Wiltshire and Berkshire.

Salary: Competitiveper annum plus benefits bonus company car or car allowance

Job purpose: Accountable to the Divisional Directorfor 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 Stones 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:

• Operational management experience and expertise across a group of retirement communities or equivalent
• 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
• 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

Could thisrole be the perfect job for youApply now!All applications will bereviewed as soon as they are received and we hold the right to appoint before the closing date.

As the UKs leading developer and manager of retirement communities we provide high quality homes to exacting specifications. As of January 2025 McCarthy Stone operates over 545 developments across the UK for more than 24200 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 2025 as well as making the Great Place to Work Wellbeing list!