Operations Manager

Position

McCarthy Stone are recruiting an experienced Operations Manager to lead a team across Berkshire, Oxfordshire and Wiltshire with occasional travel to our regional offices.

Hours: 37 per week – Monday to Friday

Salary: £Competitive per annum, plus benefits, bonus and company car

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.

• 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).

• 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).

• 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.

• 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,…