Operations Specialist - London, United Kingdom - McCarthy & Stone

McCarthy & Stone
McCarthy & Stone
Verified Company
London, United Kingdom

2 weeks ago

Tom O´Connor

Posted by:

Tom O´Connor

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Description

Primary Job Purpose


Accountable to the Head of Operational Excellence for providing customer facing teams with the know-how, capability, and confidence to best perform their roles in terms of how to do their work in a high quality and standardised way, and how to organise resources.


Key Responsibilities:


  • Facilitate and lead the onboarding coordination to ensure a positive experience for our new colleague and a smooth administrative process from a business perspective
  • Coordinate and monitor to conclusion the thorough induction of new colleagues in existing developments and of colleagues changing roles
  • Provide additional mentoring and support for House and Estate Managers
  • Coordinate the monitoring of and compliance with, statutory and mandatory training and where an issue is highlighted by an Operations Support Manager, lead the correction
  • Work with Operations and local Managers to drive the following to positively influence retention rates and achievement of objectives through:
  • Effective workforce planning
  • Vacancy identification
  • Rota management
  • Recruitment
  • Managing staff hours within service charge budgets
  • Share knowledge with all development colleagues to ensure they feel equipped to achieve their role effectively
  • Promote the consistent implementation of standard operating procedures (SOPs)
  • Bring customer delight ideas to life, championing actions which will lead to improved Net Promotor Scores (NPS), providing guidance, encouragement and sharing best practice for consistency
  • Guide our colleagues on how to improve customer satisfaction and advocacy, training and techniques
  • Provide the interface with the Care Quality and Compliance team to aid recovery and CQC or equivalent rating improvement plans
  • Contribute to troubleshooting and turning around 'hotspot' developments, identifying issues and creating solution focused results actions. Work on site as necessary, explaining recovery plans, what to do and providing associated additional coaching

Additional Information can be found on the Job Description

Key Requirements for the Role

  • You will be able to forge positive working relationships with internal and external stakeholders
  • Ideally you will have previous resource planning, administration, and coordination experience, preferably gained in a similar environment
  • Good administrative and organisational skills ( which are essential)
  • Operational experience in a customer centric organisation
  • Ability to work on your own initiative and priorities their daily workloads
  • You will be customer focused
  • Highly organised
  • Professional and approachable
  • Have sound presentation and communication skills
  • Act collaboratively
  • Have cando, and resilient attitude to challenges.

Why this role, why McCarthy Stone?


Being part of the McCarthy Stone family means being passionate about championing the role, wellbeing, and happiness of older people in society.

We aim to create a better understanding and appreciation of older people by playing our part in helping them to live happy and healthy lives.

From senior executive positions to front-line colleagues, we have a shared vision of creating a thriving retirement community, built with innovation and heart, that celebrates later life.


This role will enable you to directly improve the lives of our customers and the teams that work within our developments.

You will be working in a positive environment with like-minded people focusing on how to improve our processes, and in turn raise standards.

This role will give you the ability to influence change and make a difference.


If these values resonate with you and you want to be part of a dynamic and professional team within McCarthy Stone, we would be delighted to hear more from you.


Salary:
£25,500.00 per year


Benefits:


  • Company car
  • Company pension
  • Life insurance
  • Referral programme

Schedule:

  • Monday to Friday

Supplemental pay types:

  • Bonus scheme

Application question(s):

  • Would need sponsoring if you were offered this role?

Experience:

- customer service: 3 years (preferred)

  • Staff training: 1 year (preferred)

Licence/Certification:

  • Driving Licence (preferred)

Work authorisation:

  • United Kingdom (preferred)

Work Location:
In person


Reference ID:
MCC905352
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