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Deputy General Manager - Stow-on-the-Wold

  • Location South West
  • Type Permanent
  • Salary Up to £50,000 + Benefits
  • Ref 11923

Deputy General Manager Job in Stow-on-the-Wold

Our client is recognised as the leading provider of exclusive, high-quality retirement living communities and they now need a Deputy General Manager to provide operations support and excellent customer experience for their retirement living development in Stow-on-the-Wold, Cotswolds. The role would suit a Deputy General Manager with experience in managing operational staff within the Retirement living, Care Home or Hospitality Sectors. The role offers a salary of up to £50,000 + Comprehensive benefits package.

Our client is one of the UK’s largest residential development, regeneration, and property management businesses, they have around 12,000 employees, an annual turnover in excess of £800 million and over £4 billion in assets. Established for over 50 years, they provide not just buildings but sustainable communities across the private sector, assisted living, retirement and leisure sectors. Reporting into the General Manager the Deputy General Manager will be responsible for providing support to both prospective and existing homeowners for the retirement living site, whilst supporting the General Manager with day-to-day operations.

Role & Responsibilities

  • Supervise day-to-day operations in all customer service areas
  • In conjunction with the General Manager manage staff rotas effectively
  • Identify staff training needs and arrange appropriate training
  • Staff Inductions, appraisals and performance reviews
  • Assist with recruitment of staff
  • Lead the social and activity programme
  • Manage customer reservation and bookings process and records
  • Manage potential resident interaction and viewings
  • Coordinate moving in service and ensure all new residents are fully communicated to and understand the process
  • Maintain high customer retention, customer satisfaction and monitoring customer complaints/feedback
  • In conjunction with the Customer Services Director, create effective customer service procedures, policies, and standards
  • Maintain customer satisfaction goals and coordinate with the team to consistently meet them
  • In conjunction with the Customer Services Director and the General Manager, implement an effective customer loyalty program
  • Prepare weekly and monthly reporting
  • To constantly review the services provided
  • Support in the delivery of KPI targets relating to customer satisfaction, void periods, target rents/resales and profitability
  • In conjunction with the General Manager, help manage void loss by maintaining a pipeline of potential new customers
  • Provide leadership to your direct/outsourced teams and support services
  • In conjunction with the General Manager, ensure key policies and operational procedures are in place to deliver services and meet regulatory requirements
  • Promote healthier, happier and well-being experiences to enable our residents to enjoy a host of leisure activities
  • Ensure residents views are fully considered in the running of the community consulting with them, appropriately on service delivery, charges and matters impacting their quality of life
  • Manage fire, health & safety plans including undertaking and managing relevant weekly tests and drills, collection and retention of relevant records
  • Represent the company both internally and externally in the local community, attend and/or speak at local community events

Required Skills & Experience

  • Must have experience in managing buildings and customer-focused services within the retirement living, care home or hospitality/hotel sectors
  • Demonstrate effective customer care leadership skills
  • Strong understanding of property management and customer experience
  • Proven Customer Service skills and experience of handling customers and customer complaints
  • Ability to lead and motivate your operational team

What you get back

  • Salary of up to £50,000
  • 24 days holiday plus bank holidays + 3 days over Xmas
  • 6% contributory pension scheme
  • Discounted gym, retail and hospitality


If you meet the criteria above, send us your CV and portfolio. We receive a large number of applications so if you do not hear back within 7 days consider your application unsuccessful this time. We will keep a copy of your details on file for future vacancies.

In accordance with GDPR, by applying for this position you give us your consent to process your data in-line with our Privacy and Data Protection Policies which can be read on the privacy policy page on our website.


Did you know we run a referral scheme? We’ll give you £300 worth of vouchers if you introduce us to anyone who we then successfully place in a new job role. Just send us their information and we’ll do the rest.

Terms: A candidate is deemed to have been successfully placed once they have started a new job as a result of an introduction made by Hunter Dunning and when they’ve successfully completed the probation period.

Deputy General Manager Job in Stow-on-the-Wold – Your Property Recruitment Specialists (Recruiter: Kelly Job Ref: 11923)

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