At a Glance
- Tasks: Lead and inspire teams to deliver exceptional property management and customer service.
- Company: Join a growing organisation focused on community engagement and customer satisfaction.
- Benefits: Competitive salary, leadership opportunities, and the chance to shape service delivery.
- Other info: Dynamic role with opportunities for professional growth and collaboration across teams.
- Why this job: Make a real impact on customer experience and community living across diverse properties.
- Qualifications: Proven senior leadership experience in customer-focused environments and residential property management.
The predicted salary is between 60000 - 80000 € per year.
Location: Field-based (Coventry) with travel across the Midlands and East Anglia.
About The Role
You will lead a team of Operations Managers and wider service professionals, driving performance across property management, customer experience, compliance, and community engagement. You will shape and deliver the customer proposition, ensuring developments are well-managed, compliant, and thriving communities for homeowners. You are responsible for both strategic direction and day-to-day operational performance, working closely with cross-functional teams in a matrix structure to deliver consistent, high-quality services.
Key Responsibilities
- Lead, develop, and inspire high-performing operational teams across the division.
- Drive a customer-focused culture, ensuring excellent service delivery and high satisfaction levels.
- Oversee effective management of a residential property portfolio, ensuring compliance with policies, legislation, and safety standards.
- Maintain a strong presence across developments, building relationships with colleagues, homeowners, and stakeholders.
- Ensure all service level agreements and key performance indicators are consistently achieved.
- Take ownership of divisional performance, including customer satisfaction, compliance, defects, budgets, and occupancy.
- Lead on property management activities including maintenance, defect resolution, planned preventative maintenance, and contractor performance.
- Oversee health and safety, including fire safety, across all developments within the division.
- Manage complex projects and change initiatives from planning through to delivery.
- Act as the senior escalation point for customer issues, ensuring timely and effective resolution.
- Promote collaboration across Operations, Care, Sales and other internal teams to support wider business performance.
- Drive continuous improvement by identifying trends, resolving root causes, and implementing long-term solutions.
- Lead recruitment, development and performance management of Operations Managers and wider teams.
About You
- Proven experience in a senior operational leadership role within a customer-focused environment.
- Extensive experience managing a leasehold residential property portfolio.
- Strong leadership capability with a track record of developing high-performing teams.
- Excellent stakeholder management skills with the ability to influence at all levels.
- Strong commercial awareness, with experience managing budgets and driving performance.
- Confident in managing complex projects and delivering change initiatives.
- Ability to work effectively in a matrix environment across multiple teams and functions.
- Strong communication skills, both written and verbal.
- Highly organised with the ability to manage a large, dispersed team.
Qualifications And Experience
- Minimum 3 years’ experience operating at a senior leadership level.
- At least 5 years’ experience in residential property management.
- Relevant professional qualification such as IRPM, ARMA, MTPI or CIH preferred.
- Experience managing remote and hybrid teams.
- Experience in project delivery and performance management.
Why Join Us
- Opportunity to take on a highly visible leadership role within a growing organisation.
- Ability to shape service delivery and influence strategic direction.
- Work across a large and diverse property portfolio.
- Make a meaningful impact on customer experience and community living.
Divisional Director of Operations employer: McCarthy & Stone
As a Divisional Director of Operations, you will join a dynamic and growing organisation that prioritises employee development and fosters a collaborative work culture. With a focus on customer satisfaction and community engagement, you will have the opportunity to lead high-performing teams while enjoying the flexibility of a field-based role across the Midlands and East Anglia. Our commitment to continuous improvement and strategic influence ensures that your contributions will make a meaningful impact on both the organisation and the communities we serve.
StudySmarter Expert Advice🤫
We think this is how you could land Divisional Director of Operations
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join relevant groups on LinkedIn, and don’t be shy about reaching out to current employees at companies you’re interested in. You never know who might help you land that interview!
✨Tip Number 2
Prepare for those interviews! Research the company inside out, especially their operations and customer service approach. Think about how your experience aligns with their needs and be ready to share specific examples of your past successes in leading teams and managing projects.
✨Tip Number 3
Follow up after interviews! A quick thank-you email can go a long way. It shows your enthusiasm for the role and keeps you fresh in their minds. Plus, it’s a great opportunity to reiterate why you’re the perfect fit for the Divisional Director position.
✨Tip Number 4
Don’t forget to apply through our website! We’ve got loads of opportunities waiting for you, and applying directly can sometimes give you an edge. Plus, it’s super easy to keep track of your applications and updates all in one place.
We think you need these skills to ace Divisional Director of Operations
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the role of Divisional Director of Operations. Highlight your experience in managing teams, driving performance, and overseeing property management. We want to see how your skills align with our needs!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you're passionate about this role and how you can contribute to our customer-focused culture. Be sure to mention any relevant qualifications or experiences that set you apart.
Showcase Your Leadership Skills:We’re looking for someone who can inspire and develop high-performing teams. In your application, share specific examples of how you've led teams to success, managed complex projects, and driven continuous improvement in previous roles.
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 the role. Plus, it shows you’re keen on joining our team at StudySmarter!
How to prepare for a job interview at McCarthy & Stone
✨Know Your Stuff
Before the interview, dive deep into the company’s values and recent projects. Understand their approach to customer service and community engagement, as this will help you align your experience with their goals.
✨Showcase Your Leadership Skills
Be ready to discuss specific examples of how you've led teams in the past. Highlight your ability to inspire high performance and drive a customer-focused culture, as these are key for the Divisional Director role.
✨Prepare for Scenario Questions
Expect questions about managing complex projects and resolving customer issues. Think of real-life scenarios where you successfully navigated challenges, demonstrating your problem-solving skills and strategic thinking.
✨Engage with Stakeholders
Since stakeholder management is crucial, prepare to talk about how you've built relationships across different levels. Share examples of how you’ve influenced decisions and collaborated with various teams to achieve results.
