Job Title

The VacancyMcCarthy 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 FridaySalary: £Competitive per annum, plus benefits, bonus and company carJob 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 ResponsibilitiesManage 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’ objectivesDrive a customer centric performance culture, which enables achievement of Services’ objectives and associated KPIsAchieve ‘brilliant basics’ in compliant service delivery for our customers, on which to build improvement and growthEstablish high performing teams and collaborate with Services support function colleagues using a partnering approachBe 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)CustomersCreate and maintain vibrant communities in all developments through direct engagement with homeowners and promotion of an active, healthy and inclusive social lifeDeliver Net Promoter Score (NPS) targets and reduce complaints focusing on first contact resolutionResolve in a timely manner any complaints or issues highlighted by homeowners, colleagues, service providers or monitoring procedures, escalating as appropriateEnsure responsive high standards of property management and maintenance, working with Customer Services to ensure timely resolution of any in warranty repairsWorking 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 proceduresWorking 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)ColleaguesRecruit, develop, and motivate House Managers, Estate Managers and on site teams to achieve the business objectivesLead team members through the performance management and development processes through goal setting, feedback and performance development planningPromote regular individual and team recognition via the company wide recognition scheme and identify and action other ad hoc opportunities as they ariseSet clear and ambitious ‘SMART’ objectives for the team and support the team to help achieve themMonitor and ensure your team is up to date with statutory and mandatory trainingPromote the completion of the Great Place to Work Surveys and follow up action plansBusinessEnsure compliance with process, policy, standard operating procedure, embedding consistency of application in all your developmentsEnsure systems are used and trained as required and data is kept up to dateMonitor 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 meetingEnsure 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 safetyHave 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 timescalesEnsure accident/incident reporting, escalation and learning is intrinsic within your teamWork 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 objectivesHealth And SafetyAs 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 workAct in accordance with Company Health and Safety policies and procedures and ensure that employees under your control are:Trained and competent to carry out work properly and do soFamiliar with, understand and discharge any allocated safety responsibilitiesProvided with adequate information, supervision and equipment to allow their duties to be undertaken in a safe mannerImmediately 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 SpecificationEducation 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 AttributesOperational management experience and expertise, across a group of retirement communities or equivalentExperience 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 sitesDemonstrable ability to manage a team remotely and through hybrid workingExperience of successful working in a matrix management structure is desirableDemonstrable 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 SkillsCommitted 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 programmesFinancial and commercial acumen and experience of managing significant budgetsPresentation skills including to a large and varied audienceProficiency in crisis managementAbility to conduct investigations thoroughly in a timely mannerCould 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 UsAs the UK’s 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 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 2025 as well as making the Great Place to Work Wellbeing list!