Job Description

McCarthy Stone are recruiting for an Operations Manager to lead a team of Estate Managers and House Managers across the North East. Salary: Competitive per annum plus benefits, bonus and company car or car allowance Location (Various) - Newcastle Upon Tyne, Northallerton, Whitley Bay and other locations across the North East Hours: 37.5 per week Job purpose: Accountable to the Divisional Head of Operations 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\xe2\x80\x99s purpose and plan and associated Services Business\xe2\x80\x99 objectives
• Drive a customer centric performance culture, which enables achievement of Services\xe2\x80\x99 objectives and associated KPIs
• Achieve \xe2\x80\x98brilliant basics\xe2\x80\x99 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

Customers:

• 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 in a timely manner any 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 ensure timely resolution of any in warranty repairs
• Working with the Operational Excellence team, ensure a consistent and high quality homeowner experience from start to finish with dynamic and systematic service delivery through demonstrable consistent embedding of standard operating procedures
• Working with the Care Quality team, support Registered Estate Managers to achieve a minimum Care Quality Commission (CQC*) rating of good for all registered developments, make sure all developments are appropriately registered with the CQC and compliant to deliver safe, effective, caring, responsive, and well lead services (*or the equivalent regulatory bodies in Scotland and Wales)

Colleagues:

• Recruit, develop, and motivate House Managers, Estate Managers and on site teams to achieve the business objectives
• Lead team members through the performance management and development processes through goal setting, feedback and performance development planning
• Promote regular individual and team recognition via the company wide recognition scheme and identify and action other ad hoc opportunities as they arise
• Set clear and ambitious \xe2\x80\x98SMART\xe2\x80\x99 objectives for the team and support the team to help achieve them
• Monitor and ensure your team is up to date with statutory and mandatory training
• Promote the completion of the Great Place to Work Surveys and follow up action plans

Person Specification:

• RQF Level 5 or equivalent in Management relevant to a management role in retirement living or related sectors.
• Evidence of commitment to continuous professional development.
• Experience of working at management level in a customer and people centric organisation, which provides a range of services in house and outsourced services across a number of sites
• Operational management experience and expertise, across a group of retirement communities or equivalent
• Demonstrable ability to manage a team remotely and through hybrid working
• Experience of successful working in a matrix management structure is desirable
• Demonstrable experience of and commitment to the highest possible standards of service and customer satisfaction.
• Strong understanding of Health and Safety and compliance in general, and driving a positive and proactive culture in this regard.

As part of McCarthy & Stone Management Service, a successful and fast expanding national company, you\xe2\x80\x99ll get all the training and support you need to help you meet your career goals from our internal experts. Could this role be the perfect job for you? Apply now! All applications will be reviewed as soon as they are received, and we hold the right to appoint before the closing date. McCarthy Stone is officially recognised as a \xe2\x80\x98Great Place to Work!\xe2\x80\x99 We celebrate diversity and promote equality and inclusion amongst our colleagues. We welcome applications from all, regardless of personal characteristics or background.

As the UK\xe2\x80\x99s leading developer and manager of retirement communities, we provide high quality homes to exacting specifications. As of November 2021, McCarthy Stone operates 475 developments across the UK for more than 20,000 people. We believe in championing the role, wellbeing and happiness of older people in society. We help our customers have a better later life, so they feel more connected, recognised and valued than ever. In late 2020 we launched the McCarthy Stone Charitable Foundation to support local causes that help older people in need across Britain. We are proud to have been certified as a Great Place to Work 2022 as well as making the Great Place to Work Wellbeing list!