Operations Manager

McCarthy Stone; Poole; On-site; GBP 45,000 - 60,000; Full time

Job summary

A leading home provider in Poole is seeking an Operations Manager to lead and optimize the supply chain, logistics, and operational functions. The ideal candidate will manage frontline teams, drive customer service excellence, and ensure compliance with health and safety standards across developments. The role involves resolving issues efficiently and developing high-performing teams to meet business objectives. A commitment to quality and service delivery is essential for success in this role.

Qualifications

• Experience in managing teams and driving performance.
• Ability to resolve complaints and issues quickly.
• Knowledge of health and safety regulations.

Responsibilities

• Lead the frontline team to run developments and services.
• Drive a customer-centric performance culture.
• Recruit and develop site teams to meet business objectives.

Skills

Leadership

Customer service management

Team building

Health and safety compliance

Job description

Operations Manager

Responsible for leading and optimising all aspects of the organisation's supply chain, procurement, logistics and operational functions.

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
• Achieve '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 given for this)

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 'SMART' 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

Business

• Ensure compliance with process, policy, standard operating procedure, embedding consistency of application in all your developments
• Ensure systems are used and trained as required and data is kept up to date
• Monitor and complete follow up improvement action for KPIs, particularly in terms of NPS, budget, additional services, occupation of properties, compliance, CQC, and staff turnover and provide reports on your area to your Divisional Head of Operations on the performance of your area for the monthly Performance and Hotspot meeting
• Ensure monitoring processes are in place and operating effectively to ensure all services and staff comply with their legal, regulatory and statutory duties, particularly in relation to property compliance, safeguarding, the delivery of care services, food hygiene and health and safety
• Have lead responsibility for quality assurance in the area, ensuring audits and surveys are completed in a timely manner on all developments, and that any identified action is followed up according to agreed timescales
• Ensure accident/incident reporting, escalation and learning is intrinsic within your team
• Work with the Care Quality team, so that the care and support services we provide are safe, of high quality and grow in line with business objectives

Health And Safety

• Take reasonable care of your/ their own health and safety and that of any person who may be affected by your/their acts or omissions at work
• Act in accordance with Company Health and Safety policies and procedures and ensure that employees under your control are:
• Trained and competent to carry out work properly and do so
• Familiar with, understand and discharge any allocated safety responsibilities
• Provided with adequate information, supervision and equipment to allow their duties to be undertaken in a safe manner
• Immediately stop any unsafe activity until adequate measures have been taken to remove the risk or reduce it to as low as possible, seeking advice from the H&S team as appropriate.