McCarthy Stone are recruiting for an Operations Manager to lead our passionate team of house & Estate Managers across East Sussex, Kent and the surrounding areas.
Salary: Circa £45, + Company Car or Car allowance
Hours: 38 per week
Job purpose: Accountable to the Divisional Director of Operations 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 for an Operations Manager:
1. Manage the frontline team within the area and our services. Lead our colleagues in line with McCarthy Stone’s Values, purpose and plan and associated Services Business’ objectives.
2. Drive a customer centric performance culture, which enables us to delight our customers and achieve our Services’ objectives and associated KPIs.
3. Achieve ‘brilliant basics’ in compliant service delivery for our customers, on which to build improvement and growth.
4. Establish high performing teams and collaborate with Services support function colleagues using a partnering approach.
Customers:
5. Create and maintain vibrant communities in all developments through direct engagement with homeowners. Promoting an active, healthy, and inclusive social community.
6. Deliver our key customer metric targets and reduce complaints focusing on first contact resolution and visibility for our customers.
7. Resolve in a timely manner any complaints or issues highlighted by homeowners, colleagues, service providers or monitoring procedures, escalating as appropriate.
8. Ensure a timely response to areas of property management and maintenance, working with Customer Services to ensure a high standard of delivery for any in warranty repairs.
9. 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 the embedding of standard operating procedures
10. 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 CQC and compliant to deliver safe, effective, caring, responsive, and well lead services (*or the equivalent regulatory bodies in Scotland and Wales)
Colleagues:
11. Recruit, develop, and motivate House Managers, Estate Managers, and on-site teams to achieve the business objectives.
12. Lead team members and performance manage developments through clear auditing, goal setting, feedback and development planning.
13. Promote and celebrate individual and team recognition via the company wide recognition scheme and identify and action other ad hoc opportunities as they arise.
14. Set clear and ambitious ‘SMART’ objectives for the team and support the team to help deliver them.
15. Monitor and ensure your team is up to date with statutory and mandatory training.
16. Promote the completion of the Great Place to Work Surveys and follow up action plans.
Business:
17. Ensure compliance with legislation, process, policy and our standard operating procedure through consistent development reviews.
18. Ensure systems are used and trained as required and data is kept up to date
19. Monitor and complete follow up improvement action for KPIs, particularly in terms of NPS, budget, additional services, occupation of properties, compliance, CQC. Provide reports on your area to your Divisional Director of Operations on the performance of your area for the monthly Performance and Hotspot meeting
20. 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.
21. Be the lead responsible person 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
22. Ensure accident/incident reporting, escalation and learning is intrinsic within your team
23. 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
Person Specification for an Operations Manager:
Education and Qualifications:
24. 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)
25. Evidence of commitment to continuous professional development.
Knowledge, Experience, Skills, Competencies and personal attributes:
26. 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.
27. Operational management experience and expertise, across a group of retirement communities or equivalent
28. Demonstrable ability to manage a team remotely and through hybrid working
29. Experience of successful working in a matrix management structure is desirable
30. Demonstrable experience of and commitment to the highest possible standards of service and customer satisfaction.
31. Strong understanding of Health and Safety and compliance in general, and driving a positive and proactive culture in this regard.
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.
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