Join to apply for the Operations Manager role at McCarthy Stone.
McCarthy Stone is recruiting an experienced Operations Manager to lead a team of Registered Estate Managers and House Managers across Wiltshire and Berkshire, with occasional travel to our Hatfield office.
Hours: 37 per week - Hybrid working with travel to developments within Wiltshire and Berkshire.
Salary: Competitive per annum, plus benefits, bonus, company car or car allowance.
Job purpose: Accountable to the Divisional Director for managing the performance of our Retirement Living (RL) and Retirement Living Plus (RLP) developments, in line with KPIs and dashboards.
Key Responsibilities:
* Manage the frontline team to run developments, services, and lead colleagues in line with McCarthy Stone’s purpose and objectives.
* Drive a customer-centric performance culture to achieve objectives and KPIs.
* Ensure compliant service delivery for customers, establishing high-performing teams and collaborating with support functions.
* Be on a monthly rota to undertake emergency calls from estates and support outside normal hours (additional pay).
Customers:
* Create vibrant communities through engagement and promotion of social activities.
* Deliver NPS targets and reduce complaints, focusing on first contact resolution.
* Resolve complaints promptly, working with colleagues and service providers.
* Ensure high standards of property management and maintenance, working with Customer Services.
* Support Registered Estate Managers to achieve at least a 'Good' CQC rating, ensuring compliance and safety standards.
Colleagues:
* Recruit, develop, and motivate teams to meet business objectives.
* Lead performance management, feedback, and development processes.
* Promote recognition schemes and set SMART objectives.
* Ensure team compliance with statutory and mandatory training.
Business:
* Ensure compliance with policies, procedures, and standards.
* Use systems effectively, monitor KPIs, and report performance.
* Maintain legal and regulatory compliance, including property and health & safety standards.
* Lead quality assurance activities and incident reporting.
Health and Safety:
* Take reasonable care of health and safety for yourself and others.
* Ensure team training, competence, and adherence to safety responsibilities.
Person Specification:
* RQF Level 5 or equivalent in Management or related sector (desirable).
* Experience in operational management within retirement communities or similar.
* Proven ability to manage teams remotely and in a matrix structure.
* Strong customer service and compliance focus, with health & safety knowledge.
Skills and Attributes:
* Financial acumen, presentation skills, crisis management, and investigation capabilities.
Apply now! We review applications as received and may appoint before the deadline.
About Us: McCarthy Stone is the UK’s leading developer and manager of retirement communities, operating over 545 developments with 24,200+ residents as of January 2025. We champion the wellbeing and happiness of older people and have been certified as a Great Place to Work.
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