Title:  Deputy Retirement Communities Manager

Deputy Retirement Communities Manager

Hillyard House, 2 Hillyard Street, London, SW9 0NH

£28,256 - £29,744 per annum

37.5 hours per week

Sanctuary Supported Living is delighted to be recruiting for a Deputy Retirement Communities Manager for our Retirement Communities Service at Hillyard House, London,

At Sanctuary Supported Living, we specialise in delivering a wide range of personalised housing, care, and support services to help people across England to live as independently as possible.

We’re a national organisation, but we’re not-for-profit and we think locally by putting our customers at the heart of what we do. We’re committed to being our best and helping customers to be their best, as we support them on their pathways for independence.

No matter your job – delivering support directly or working in our offices to support our frontline teams – your work makes a difference every day.

And working with us isn’t just another job. It’s rewarding, inspiring, exciting and it provides an opportunity to make a real, positive impact on people’s lives. Plus, we’ll support you in reaching your aspirations and career goals, through comprehensive training and benefits.

The role of Deputy Retirement Communities Manager will include:

• Supporting the delivery of an effective housing management service which meets all legislative and regulatory requirements, including management of buildings, grounds, amenities, contracts and void process
• Supporting the management of relationships within the service to improve better outcomes with residents, staff, volunteers, and the local community in line with our Values
• Supporting and promoting compliance with safeguarding policies and procedures and maintain awareness of changes in legislation and good practice in service delivery, liaising with external agencies when required
• Assisting in tenancy management, ensuring prospective and existing residents understand their rights and responsibilities relating to their tenancy agreement. Assisting residents to pay rent and service charges, ensuring that the process is understood, eligible benefits claimed and agreements for repayment of any debt are made
• Supporting the coordination of low-level Antisocial Behaviour (ASB) cases in line with the prescribed policies and practices ensuring that remedial action is taken to build community cohesion

• Building and maintaining relationships with customers and internal and external key stakeholders, identifying any shortfalls in service delivery and supporting the effective management of complaints in line with policy, focusing on first contact resolution and the identification of future learning opportunities
• Delivering social activities, promoting wider use of any communal facilities both by customers and external parties to encourage participation and involvement
• Recording and updating relevant data, maintaining effective filing systems, database records and processes that enable the accurate recording and timely provision of information, ensuring they are as user friendly and accessible as possible

Skills and experiences:

• A passion for working with older people
• Ability to work on your own initiative
• The ability to be empathetic
• Great customer service skills

• High levels of motivation, flexibility and communication
• Ability to lead staff and implement a positive resident experience
• Experience of achieving Key Performance Indicators (KPIs)
• Experience in a customer service or front of house role
• Excellent organisational and time management skills
• Good written and verbal skills to compile reports
• Experience of ensuring contractual compliance
• Ability to communicate effectively with staff, customers and other key stakeholders
• Experience of managing staff and volunteers
• Previous housing experience

• Experience of collecting and analysing customer feedback
• Experience of working in a retirement village setting or and understanding of our resident group
• Experience of ensuring contractual compliance

Are you ready to be your best?

Brilliant work deserves brilliant benefits! As part of our commitment to making Sanctuary Supported Living a great place to work, here are just some of the ways we’ll reward you:

• At least 25 days paid holiday, rising to 30 days after 5 years’ service (plus public holidays)
• A pension scheme with employer contributions
• A variety of online discounts and rewards from major retailers
• Health and well-being plans
• Life assurance
• Family friendly arrangements, including opportunities for flexible working
• Tax efficient savings through our Cycle to Work scheme
• A wide range of learning and development opportunities

Job Reference: 222592  

Closing Date: 29 December 2024

We reserve the right depending on application numbers to close or extend the closing dates for positions; we would therefore recommend an early application.

Building Equality and Diversity

Sanctuary Group encourages and welcomes applications from people from diverse backgrounds to support our commitment to offering an inclusive environment for our employees and customers.
We work closely with the Home Office in order to prevent illegal working.
An enhanced Disclosure and Barring Service check will be necessary in the event of a successful application which we will pay for.
Sanctuary Supported Living is a trading name of Sanctuary Housing Association and Sanctuary Home Care Limited, both exempt charities.