Village Manager

An exciting opportunity to join one of the key Senior Living developers as a Village Manager for their development based in Bath. The successful candidates will be expected to lead and take responsibility for the Village operations, the teams within it and the residents who live in Avon Park Village Site. RVG offer an aspirational lifestyle to our residents across independent living, helping them to live life to the full. At Avon Park, the Village Manager will work across the multifaceted setting to develop and implement resident focused initiatives, enhancing their customer experience.
The RVG Avon Park Site is due to undergo a significant development programme in the future. The role of the Village Manager will be to liaise with the development team and ensure that the residents are supported through this process. The successful candidate will ideally bring with them previous experience of managing a site that has undergone major works or development.

Customer Experience

- First point of contact and visible presence to the Residents by delivering a high-quality service to them at all times.
- Ensuring the village teams are meeting the highest levels of service, building relationships with residents, championing their experience, taking on board their feedback, and managing their expectations.
- Ensuring that issues are dealt with in an efficient and professional manner, whilst balancing the financial constraints of the business.
- To respond in a timely manner to any complaints made by Residents or their relatives ensuring that full details of both the complaint and the action taken are recorded.
- To provide support to individual residents in respect of ad hoc issues as they arise, directing individuals to other appropriate agencies as appropriate.
- To work collaboratively with the Village Residents` Association and its elected Committee and Officers.
- To attend meetings of the Residents` Association Committee (by invitation) and to meet regularly with the Chairman of the Residents` Association to discuss matters relating to the life and work of the Village.

People Management

- To ensure the effective recruitment, management and training of staff in accordance with Retirement Villages Human Resources policies.
- To undertake the day-to-day supervision of Village staff to ensure the smooth running of the community.
- To monitor and evaluate Village staff, to address performance issues as they arise, as well as encouraging the development of individuals to provide a pool of skilled and talented individuals able to deliver high quality services to the Residents of the Village.
- To monitor attendance, managing issues of absence as they arise to ensure that service levels are maintained, and budgets adhered to.
- To ensure that the administrative processes associated with employment are carried out in line with company policy and all statutory obligations.
- To ensure that all staff within the Village receive Induction training in line with both local practice and Retirement Villages policies and procedures.
- To ensure that all staff within the Village receive appropriate training in order to carry out their duties and responsibilities effectively and safely.

- To consult and inform staff regarding relevant issues within the Villages and the Company.

Finance

- In conjunction with the Regional Manager, to prepare and monitor the annual budgets for the Village.
- To deliver all contractual services to residents within the parameters of the approved budget.
- To ensure the timely collection of all service charges and other sums due from residents.
- To assist is promoting the sale of other services provided by Retirement Villages or any of its associated companies to the residents of the Village.

Property 

- To ensure that all services specified in the Lease and Deed are provided to Residents.
- To understand and comply with all the legal and other regulatory constraints involved in managing property.
- To be conversant with all types of leases within the Village and ensure that both the Landlord`s and the Tenant`s obligations under the Lease are met.
- To plan and implement a programme of routine and preventative maintenance throughout the Village.
- To ensure the appropriate, timely and cost-effective response to individual resident`s requests for maintenance of their premises as provided for in the Lease and to ensure that all such requests are properly logged and tracked.
- To ensure that an out of hours emergency maintenance service is available to residents as needed.
- To engage contractors where appropriate to carry out cost effective and high-quality work.
- To manage the relationship with contractors to ensure adherence to Retirement Villages policies and procedures whilst they are working on site.
- To act in the best interests of the company to assist in property sales and the whole re-sale process where residents or their relatives are seeking to assign the lease of their property.
- Through regular inspection ensure that a high-quality environment is maintained throughout the Village.
- To act on behalf of the Landlord in property matters within the parameters set by the Regional Estates Manager / Estates Director.

Health and Safety

- To be the designated person with overall responsibility for Health and Safety matters within the Village.
- To ensure the provision of a safe environment for Residents, staff and visitors.
- To comply with all legislative requirements and local and company-wide policies and procedures relating to Health and Safety at Work.
- To work collaboratively with any consultants appointed by Retirement Villages to provide advice and guidance on Health and Safety matters.
- To ensure the adequate recording and reporting of Health and Safety at Work in line with Company policies and Procedures and with any statutory requirements.

Site Facilities

- To manage any other functions (including any shop, restaurant or other similar facility) provided by the Company for the benefit of the Residents and their guests.
- To oversee and monitor any other functions provided by franchisees for the benefit of the Residents and their guests, including where necessary negotiating the terms of franchise agreements.
- To work collaboratively with other Retirement Villages staff to ensure that any development and/or redevelopment schemes are successfully implemented. This may involve attendance at Site Meetings and other similar meetings on behalf of the Management Company.

General 

- To be involved with the sales and rental process at Avon Park to ensure compliance with statutory legislation.
- To deliver an excellent customer experience during the sale or rental process.
- To be involved with the delivery of additional products and services, and to promote the “Retirement Villages” brand within each Village.
- To ensure that the Estates Manager is fully briefed on all matters relating to the running of the Village on a regular basis.
- To prepare any reports, briefings or other documents which may from time to time be required by Senior Managers or Directors of the Company.
- To attend any such meetings and training courses as may be reasonably required, including where necessary overnight stays away from home.
- Such other duties as are commensurate with the post.