Deputy Retirement Communities Manager

Sanctuary Supported Living is delighted to be recruiting for a Deputy Retirement Communities Manager for our Retirement Communities Service at Portland House in Stockport. At Sanctuary Supported Living, we specialise in delivering a wide range of personalised housing, care, and support services to help people across England to live as independently as possible. We are a national organisation, but we are not-for-profit and we think locally by putting our customers at the heart of what we do.

The role of Deputy Retirement Communities Manager will include:

• Supporting the delivery of an effective housing management service which meets all legislative and regulatory requirements, including management of buildings, grounds, amenities, contracts and void process.
• Supporting the management of relationships within the service to improve better outcomes with residents, staff, volunteers, and the local community in line with our Values.
• Supporting and promoting compliance with safeguarding policies and procedures and maintain awareness of changes in legislation and good practice in service delivery, liaising with external agencies when required.
• Assisting in tenancy management, ensuring prospective and existing residents understand their rights and responsibilities relating to their tenancy agreement.
• Assisting residents to pay rent and service charges, ensuring that the process is understood, eligible benefits claimed and agreements for repayment of any debt are made.
• Supporting the coordination of low-level Antisocial Behaviour (ASB) cases in line with the prescribed policies and practices ensuring that remedial action is taken to build community cohesion.
• Building and maintaining relationships with customers and internal and external key stakeholders, identifying any shortfalls in service delivery and supporting the effective management of complaints in line with policy, focusing on first contact resolution and the identification of future learning opportunities.
• Delivering social activities, promoting wider use of any communal facilities both by customers and external parties to encourage participation and involvement.
• Recording and updating relevant data, maintaining effective filing systems, database records and processes that enable the accurate recording and timely provision of information, ensuring they are as user friendly and accessible as possible.

Skills and experiences:

• A passion for working with older people.
• Ability to work on your own initiative.
• The ability to be empathetic.
• Great customer service skills.
• High levels of motivation, flexibility and communication.
• Ability to lead staff and implement a positive resident experience.
• Experience of achieving Key Performance Indicators (KPIs).
• Experience in a customer service or front of house role.
• Excellent organisational and time management skills.
• Good written and verbal skills to compile reports.
• Experience of ensuring contractual compliance.
• Ability to communicate effectively with staff, customers and other key stakeholders.
• Experience of managing staff and volunteers.
• Previous housing experience.
• Experience of collecting and analysing customer feedback.
• Experience of working in a retirement village setting or an understanding of our resident group.

Brilliant work deserves brilliant benefits! As part of our commitment to making Sanctuary Supported Living a great place to work, here are just some of the ways we will reward you:

• At least 25 days paid holiday, rising to 30 days after 5 years' service (plus public holidays).
• A pension scheme with employer contributions.
• A variety of online discounts and rewards from major retailers.
• Health and well-being plans.
• Life assurance.
• Family friendly arrangements, including opportunities for flexible working.
• Tax efficient savings through our Cycle to Work scheme.
• A wide range of learning and development opportunities.

Inclusion is one of our core values. Our goal is to be a diverse, inclusive organisation where our people thrive and meet our customers' needs with fairness and empathy. We know having a range of ideas and opinions makes a difference. We encourage and welcome applications from people from diverse backgrounds to support this mission.