Operations Manager

Overview

McCarthy Stone are recruiting an experienced Operations Manager to lead a team of Registered Estate Managers and House Managers across Hertfordshire with occasional travel to our Hatfield office. Hours: 37 per week – Hybrid working with travel to developments within Buckinghamshire and Bedfordshire. Salary: £Competitive per annum DOE, plus benefits, bonus and company car. Job 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 Responsibilities

• 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
• Aim for \”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)

Customer Focus

• 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 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 resolve in-warranty repairs
• Work with the Operational Excellence team to ensure a consistent and high-quality homeowner experience from start to finish with embedding of standard operating procedures
• Work with the Care Quality team to support Registered Estate Managers to achieve a minimum Care Quality Commission (CQC) rating of good for all registered developments, and ensure appropriate registration and compliance with CQC or equivalent bodies in Scotland and Wales

Colleagues

• Recruit, develop, and motivate House Managers, Estate Managers and on-site teams to achieve business objectives
• Lead team members through performance management and development processes (goal setting, feedback, and development planning)
• Promote regular individual and team recognition via the company-wide recognition scheme and action other opportunities as they arise
• Set clear and ambitious SMART objectives and support the team to achieve them
• Monitor and ensure the team is up to date with statutory and mandatory training
• Promote completion of Great Place to Work surveys and follow-up action plans

Business and Compliance

• Ensure compliance with process, policy and standard operating procedures, embedding consistency across all developments
• Ensure systems are used, data kept up to date, and monitor improvement actions for KPIs (NPS, budget, additional services, occupancy, compliance, CQC, staff turnover)
• Maintain monitoring processes to ensure services and staff comply with legal, regulatory and statutory duties, including property compliance, safeguarding, care delivery, food hygiene and health and safety
• Lead quality assurance in the area; ensure audits and surveys are completed timely and actions are followed up
• Oversee accident/incident reporting, escalation and learning within the team
• Collaborate with the Care Quality team to ensure safe, high-quality care and support services aligned with business objectives

Health and Safety

• As Line Manager, take reasonable care for your own health and safety and that of employees under your control
• Act in accordance with Company Health and Safety policies; ensure employees are trained, competent, informed, supervised and provided with appropriate information and equipment
• Stop any unsafe activity until risks are removed or reduced; seek guidance from the H&S team as appropriate
• Maintain compliance with H&S requirements and relevant qualifications (e.g., RQF Level 5 or equivalent in Management) where applicable, and demonstrate commitment to continuous professional development

Knowledge, Experience, Skills and Attributes

• Operational management experience across a group of retirement communities or equivalent
• Experience in a customer- and people-centric organisation, delivering in-house and outsourced services across multiple sites
• Ability to manage a team remotely and via hybrid working
• Desirable: experience in a matrix management structure
• Commitment to the highest standards of service and customer satisfaction
• Strong understanding of Health and Safety and compliance, driving a proactive culture
• Safeguarding and welfare of vulnerable adults and older people
• Knowledge of relevant legislation, guidance and quality standards
• Computer literate with MS Office and other software
• Financial and commercial acumen with experience managing significant budgets
• Strong presentation skills for varied audiences
• Proficiency in crisis management and thorough investigation skills

Application and Company Information

• Could this role be the perfect job for you? Apply now. All applications will be reviewed as soon as they are received, and we reserve the right to appoint before the closing date.
• McCarthy Stone operates 475 developments across the UK and provides retirement living solutions to over 20,000 people. We champion the wellbeing and happiness of older people and launched the McCarthy Stone Charitable Foundation to support local causes. We are proud to be certified as a Great Place to Work and to feature on the Great Place to Work wellbeing lists.