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- Tasks: Lead and inspire a team to deliver top-notch Retirement Living services.
- Company: Join Churchill Estates Management, a leader in Retirement Living.
- Benefits: Enjoy a company car, 28 days holiday, and excellent health benefits.
- Other info: Be part of a rapidly growing, award-winning team that values people.
- Why this job: Make a real impact on the lives of retirees while shaping the future of the company.
- Qualifications: Proven leadership experience with a passion for customer excellence.
The predicted salary is between 60000 - 80000 ÂŁ per year.
Churchill Estates Management (CEM) is seeking an experienced Operations Director to join its senior leadership team and lead the delivery of high-quality Retirement Living services across the business. This is a pivotal leadership role with accountability for operational excellence, customer satisfaction, colleague engagement, and strategic growth. As a key member of the Management Team, you will help shape the future direction of CEM, ensuring our services consistently deliver value, peace of mind and an excellent customer experience for leaseholders, while creating a positive and high‑performing environment for colleagues. This role is office based from our Head Office in Ringwood, Hampshire.
Role Purpose
- Lead the successful delivery of CEM’s Retirement Living services in line with the company’s vision, values and strategic objectives.
- Champion a culture of customer excellence, ensuring residents receive responsive, high‑quality and value‑driven services.
- Create an engaging and supportive colleague experience that attracts, develops and retains high‑performing teams.
- Drive operational efficiency, continuous improvement and robust governance to ensure service charges and operating costs remain fair, transparent and focused on owners’ cost of living.
- Support the expansion of new Retirement Living services and innovative business opportunities.
Key Responsibilities
Operational Leadership
- Provide inspiring leadership to a workforce of 300 colleagues, including 5 direct reports and their teams, setting clear expectations, coaching talent and creating a culture of accountability, engagement and continuous development.
- Ensure all services are delivered safely, compliantly and in accordance with all relevant legal, regulatory frameworks as well as fully maintaining the Health & Safety standards, with clear ownership, strong compliance and swift resolution of issues.
- Embed CEM’s values across all operations, creating a consistently high standard of customer service across every development.
- Use customer insight, colleague feedback and performance data to continuously improve service delivery and satisfaction.
- Lead the preparation of annual service charge budgets, ensuring strong financial discipline, transparency and value for money for leaseholders.
- Drive smarter, more efficient ways of working to help control costs and minimise financial pressures on owners.
Retirement Living – Growth & New Services
- Work closely with the Managing Director and SLT Colleagues to expand service delivery and support business growth.
- Oversee the mobilisation and commissioning of new developments, ensuring excellent customer journeys, operational readiness and delivery to time and budget.
- Build trusted relationships with partners, investors, RTM Directors and stakeholders to generate new business opportunities.
- Lead new and innovative business streams, ensuring scalable processes, effective contracts and sound governance.
- Partner with Churchill Living Sales teams to align services with company sales targets.
- Represent CEM externally with regulators, professional bodies, trade associations and at industry events.
- Lead the development and continuous review of operational policies, procedures and manuals to ensure best practice and consistency.
- Oversee the emergency call‑out rota (evenings and weekends) and respond to urgent situations as required.
- Contribute strategically across the wider business, helping shape long‑term plans, performance priorities and organisational effectiveness.
Skills & Experience
We are looking for a people‑focused senior Operations Leader with a proven track record of leading dispersed teams and delivering excellent customer outcomes. The ideal person will have:
- Strong experience leading large multi‑site operational teams through engagement, coaching and performance management.
- Passion for customer excellence, service improvement and colleague satisfaction.
- Demonstrable success in driving operational efficiency, change programmes and continuous improvement.
- Commercially and financially astute, with experience managing complex budgets and service charge structures.
- Strong strategic thinker, able to balance long‑term growth with day‑to‑day operational delivery.
- Excellent communication, stakeholder management and influencing skills.
- Highly organised, able to manage competing priorities and make sound decisions.
- Resilient, adaptable and comfortable operating in a fast‑paced, evolving environment.
- Strong IT and systems capability.
How You’ll Be Rewarded
- Company Car benefit
- 28 days holiday + Bank Holidays
- Day off on your birthday
- Excellent colleague benefits including Family BUPA Cover, Health Screening, Group Personal Pension Plan and Life Assurance
- Colleague wellbeing programmes and ambassadors
About Us
We are Churchill Estates Management, a progressive managing agent of privately owned leasehold Retirement Living accommodation. We manage nearly 300 developments nationally, supporting over 10,000 leaseholders and providing property services and customer care to more than 12,000 retired people. We are ambitious, growing rapidly, and committed to raising standards in Retirement Living. Join an award‑winning, customer‑focused business where people matter and where your leadership can make a lasting difference to customers, colleagues and communities.
Operations Director in Ringwood employer: Churchill Estates Management
Contact Detail:
Churchill Estates Management Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Operations Director in Ringwood
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend relevant events, and don’t be shy about letting people know you’re on the lookout for an Operations Director role. You never know who might have the inside scoop on a great opportunity!
✨Tip Number 2
Prepare for interviews by researching CEM thoroughly. Understand their values, recent projects, and challenges they face in Retirement Living. This will help you tailor your responses and show that you’re genuinely interested in making a difference.
✨Tip Number 3
Practice your leadership stories! Be ready to share examples of how you’ve led teams, improved customer satisfaction, and driven operational efficiency. Use the STAR method (Situation, Task, Action, Result) to structure your answers and make them impactful.
✨Tip Number 4
Don’t forget to follow up after interviews! A quick thank-you email can go a long way in showing your enthusiasm for the role and keeping you top of mind. Plus, it’s a great chance to reiterate why you’d be a perfect fit for CEM.
We think you need these skills to ace Operations Director in Ringwood
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Operations Director role. Highlight your experience in leading large teams and delivering excellent customer outcomes, as this is what we’re really looking for!
Showcase Your Leadership Style: We want to see how you inspire and engage your teams. Share specific examples of how you've created a positive work environment and driven operational excellence in your previous roles.
Demonstrate Your Strategic Thinking: This role is all about balancing long-term growth with day-to-day operations. Use your application to illustrate your strategic mindset and how you've successfully managed complex budgets and service charge structures.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for this exciting opportunity at Churchill Estates Management.
How to prepare for a job interview at Churchill Estates Management
✨Know the Company Inside Out
Before your interview, make sure you research Churchill Estates Management thoroughly. Understand their values, mission, and the specific services they offer in Retirement Living. This will not only help you answer questions more effectively but also show your genuine interest in the company.
✨Showcase Your Leadership Skills
As an Operations Director, your leadership style is crucial. Prepare examples of how you've successfully led large teams, improved customer satisfaction, and driven operational efficiency. Use the STAR method (Situation, Task, Action, Result) to structure your responses and highlight your achievements.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills and ability to handle challenges. Think about past experiences where you had to manage competing priorities or resolve conflicts within a team. Be ready to discuss how you would approach similar situations at CEM.
✨Engage with Your Interviewers
Interviews are a two-way street! Prepare thoughtful questions about the company's future direction, team dynamics, and how they measure success in customer satisfaction. Engaging with your interviewers shows that you're not just interested in the role, but also in contributing to the company's growth.