General Manager

At Birchgrove, we create welcoming rental communities designed exclusively for people over 65, places where residents feel at home, stay independent for longer, and live life on their own terms. We believe there is no substitute for feeling at home. That's why we design communities that feel welcoming, warm and rooted in the neighbourhoods they're part of. Our approach is simple: be good people to work with, lead with accountability, encourage fresh thinking and always look for reasons to say yes when it makes life better for the people who live with us. We are proud to be a Living Wage Employer and a Disability Confident Employer, and we are building an inclusive workplace where individuality is respected, talent is recognised, and belonging is real.

The Role

Lower Mill is a much-valued neighbourhood with real character and identity. It brings strong community spirit and there is a real opportunity for fresh thinking, creativity and continued growth as there is plenty of untapped potential. We are looking for an experienced General Manager to step in, bring fresh perspective, and help shape the next chapter for the community. This is a visible, involved leadership role where you will be close to neighbours and your team day to day. As with any established neighbourhood, Lower Mill has its own rhythm and history. Leading by example you'll have genuine freedom to review what's working, evolve what could work better, and bring people together around ideas and improvement, backed by the full support of our Operations Leadership Team. Lower Mill is also home to a wonderfully spirited group of residents who know what they like, speak their mind, and aren't afraid to challenge us when something doesn't feel right. Leading here isn't passive; it requires presence, confidence, humour, and resilience. If you enjoy working with people who keep you sharp, hold you accountable, and celebrate progress, you'll find Lower Mill energising, meaningful, and never dull. If you find joy in building a culture where colleagues feel proud to work and residents feel truly at home, you're at your best when you build trust, lead with care, and bring people along through change, you'll find this role both stretching and deeply rewarding.

About You

• An experienced General Manager who has led a site or service with full operational, people, and budget accountability.
• Ideally from retirement living, care homes, or hospitality, but we are open to strong multi-site or complex service leaders from other sectors if they bring the right skills and mindset.
• Someone who thrives in environments where expectations are high and feedback is candid.
• Resilient, emotionally intelligent, and confident to lead with warmth, boundaries, and good humour.
• Energetic about sales and occupancy with demonstrated success in implementing effective sales strategies.
• Familiarity with managing food and beverage operations.
• Resilient and adaptable, able to respond to competing priorities with thoughtfulness, clarity and pace.
• Someone who leads with empathy, integrity and optimism.
• Able to inspire trust in residents and staff and holds themselves to account.
• Strong business acumen with a keen understanding of budgets and financial management.
• Skilled in dynamic and confident management of large teams.
• Dedicated to enriching residents' lives, with a focus on individual well-being and building a community.
• Possesses high intellect and adaptability, adept at managing conflicting priorities.
• Sees opportunity in challenge, welcomes fresh ideas and isn't afraid to innovate.
• An ambitious and goal-orientated attitude.
• A connector - comfortable in their ability to network with influencers, the press, local partners, referrers and community leaders.
• Flexibility to accommodate unconventional working hours when needed to support community life, which may occasionally include weekends.

Key Responsibilities

• Partner with the Sales Team to devise and execute a comprehensive sales strategy, encompassing outreach, home visits, tours, reporting, nurturing prospective residents and other relevant tasks.
• Providing strategic and operational leadership for the smooth day-to-day operations, covering sales, F&B, housekeeping, maintenance, and wellbeing.
• Overseeing ongoing operations to ensure resident satisfaction and exceed expectations in all areas, including events, activities, and customer service.
• Build a culture where residents feel known, respected and listened to ensuring their experience is consistently exceptional.
• Ensuring all legal, regulatory and health and safety duties are fully met and well documented.
• Recruit, coach and develop great colleagues, supporting learning, confidence and accountability.
• Support and embed HR processes such as onboarding, recognition, performance and wellbeing support.
• Plan and oversee rota management to ensure quality cover and colleague wellbeing.
• Manage the neighbourhood budget, P&L and financial processes including invoicing, rent control and reporting with transparency and ownership.
• Engaging in research and networking with key community stakeholders (e.g., healthcare providers, local government, NGOs, local media) involved in the welfare of older adults.
• Support sales continuity minimising voids and establish a ready list once the building is at full occupancy.

This role is about people first, our colleagues and neighbours, and building something that feels personal, meaningful and proudly Birchgrove. If you believe people deserve to feel at home, supported and connected as they age and you want the autonomy to lead a community that reflects those values we would love to hear from you.