OPERATIONS MANAGER - Lifestyle Living

McCarthy Stone’s aim is to champion the needs and wellbeing of our homeowners. This role is instrumental in the transformation of our existing services and will be pivotal in the delivery of future products.

Salary: £42,000 per annum + bonus, car and a range of excellent benefits.

Location: Remote - With travel required to our stunning developments

Hours: 37 per week

As Operations Manager for Lifestyle Living (LL), you will pro-actively and remotely manage all 15 of our developments, where we have no on-site manager or concierge.  These sites are maintained by us as a managing agent, and we proactively manage homeowners’ expectations on service levels whilst ensuring high levels of customer satisfaction. You will be the product owner for this property portfolio and the services we provide there, evolving our offering and leading on the transformation of service delivery within Lifestyle Living.

Primary responsibilities

• Consider the strategic position of the LL property portfolio, including how we best manage the developments going forward. Propose a solution and once agreed, build and oversee this to determine how we support LL developments in the future and action the plan in line with the defined strategy.
• Focus on being clear with the homeowners on the service they will receive from us as managing agent with a vision to treat all developments the same around budget / accounts, defects, compliance, control of contractors and planned and preventative maintenance.
• Develop a standard service level agreement (SLA) which is clear, concise and not open to interpretation.
• Agree and maintain Service Level Agreements (SLAs) and methods/ frequency of communications with homeowners, including response times to queries and routes of communication for specific aspects of acting as managing agent.
• Build trusted relationships with homeowners and their representatives (eg an Residents’ Association Committee); taking into consideration varying levels of communications required.
• Ensure homeowners in the portfolio have a clear understanding of leases, service charges and management of expenditure, ensuring a high focus on preventing/resolving disputes

What skills and experience can you bring to the role?

• Experience of working at a management level in a customer and people centric organisation, which provides a range of in house and outsourced services across a number of geographically spread sites.
• Proven ability to strategically develop housing products and services.
• Experience of scoping, leading and embedding transformation of service delivery.
• Demonstrable operational management experience and expertise, across a group of retirement communities or equivalent.
• Ideally hold RQF Level 5 or equivalent in Management relevant to a management role in retirement living or related sectors, eg. hospitality, property management, health and social care, housing, leisure etc.

If you feel you can demonstrate how you have transformed a service and achieved results in a similar organisation, we would be delighted to receive your application. The full job description is attached.

All applications will be reviewed as soon as they are received, and we hold the right to appoint before the closing date.