Office Manager

Office Manager – Permanent

£36,500 per annum, 40 hours per week

KYN BICKLEY, Bickley Park Rd, Bromley BR1 2AZ

About KYN

KYN is a brand-new care home company focused on offering an elevated approach to care: Individualised journeys built around the needs and interests of our residents in beautiful surroundings with life-enriching practices.

Our first home, KYN BICKLEY, opened in February 2023. KYN BICKLEY is an 86-bedroom home offering each resident an elegant and comfortable bedroom, communal areas for dining and reclining; and inviting outdoor terraces overlooking landscaped gardens bordered by woodland. We have a further three care homes in development in London.

About the opportunity:

As Office Manager here at KYN you will be an essential part of the operations team, working closely with the Home Manager creating a nurturing environment where our residents and their family members feel loved, happy, safe, and secure. You will also be responsible for overseeing and managing the Concierge Team to inspire and lead the team to achieve and maintain the highest possible levels of hospitality excellence.  

Resident Experience Responsibilities:

• To support the Home Manager in creating a warm and welcoming atmosphere and consistently delivering an exceptional experience for our residents and their families
• To be accountable for the smooth running and management of the Concierge Team.
• Answer/respond to all telephone calls/emails in a professional, welcoming and timely manner in accordance with company standards
• Create a nurturing environment where our residents and their family members feel loved, happy, safe and secure

Administration Responsibilities:

• To be responsible for the day-to-day management of home administration duties, including admission and enquiry paperwork
• To update and maintain an accurate database of all customers contacts as they occur and ensure all data is handled confidentially and in line with GDPR
• Ensure a copy of lasting power of attorney is passed to the Nursing Team.
• Record POA on the Power of Attorney Matrix
• Update the resident’s weekly occupancy chart and send to the appropriate departments
• Print and prepare in advance the resident’s daily menus using mail merge
• Add content for Triple Play
• Take and distribute notes of meetings within the home
• Order, store, distribute and manage stock control of all stationery
• To effectively manage and oversee stock in the concierge
• Manage post within the home
• Liaise with Ask4 on behalf of the teams
• Archive, using the archive retention times within the home and off site once a year
• Support the Home Manager with general admin duties as required
• Flexibility within the hours of work may be required to assist during times of annual leave or sickness (including shifts & alternate weekends)
• Be responsible for the health and safety of self, other team members, residents and visitors under the Health and Safety regulations. Report any hazards or potential hazards to the person in chard or take other appropriate action
• Adhere to all KYN’s policies and procedures
• Maintain confidentiality of information regarding residents, visitors and team members
• Attend and actively participate in team meetings
• Cover Concierge Desk as required.

Finance and Reporting Responsibilities:

Support the Home Manager and Head Office Finance team with the following:

• Produce the new client (including respite) admission paperwork and ensure the contract is signed and payment made on the day of admission
• Ensure all short-term contracts for those wishing to extend their stay are renewed and invoiced accordingly
• To update Income Processing, for all admissions/discharges/fee changes – ensuring additional resident details are added to the contacts tab
• Scan and store all admission paperwork onto IP – T&C, invoice, FNC, CHC, POA and all other correspondence and destroy originals thereafter
• Verify with the Clinical Lead that all FNC claims have been submitted and acknowledges by the CCG
• Open/close residents telephone lines and run telephone billing for both long/short stay residents, recording charges and line rental onto the recharge and invoice system
• Manage the resident’s payments, including adding resident’s additional expenses to the recharge system and invoice respite residents prior to discharge
• Add billable extras such as chiropody to the residents’ invoices
• Run invoicing for the residents
• Regular communication with Group Director of Finance, comfortable to attend meetings and present and discuss home finance and reporting
• Manage petty cash and residents’ personal allowances
• Manage resident room changes and movements
• Liaise with Finance about billing on debt for home
• Liaise with all functions of the home to ensure all services are correctly billed
• Set up direct debits
• Organising resident deposits via card machine or bank transfer details
• eRoster compliance for all departments within the home
• Daily T&A report to discuss at the 10 @ 10 meeting
• Weekly rostered hours against budget per department
• Lead on Payroll and run weekly reports for the Home Manager and Director of Finance information.
• Run weekly Petty Cash, Resident Monies and Expenses reports for the Home Manager information.

People and Culture Responsibilities:

Support the Head Office People and Culture team at KYN with the following tasks:

• Support the Hiring Managers with managing Workable and applications/interviews in a timely manner
• Support Hiring Managers to ensure all interview processes are adhered to, in particular our interview matrix, and that all interview notes are fully completed and returned to Head Office P&C
• Support the Hiring Managers to ensure all offer forms are fully complete and returned to Head Office P&C in a timely manner 
• Using eRoster, create rosters, allocate shifts and departments, manage holidays, overtime, training, lateness and sickness 
• Produce hours and exception reports for the Home Manager
• Manage dependency and diary entries to record team absence
• For new team members, add them to the time and attendance system and register their fingerprints, co-ordinate the fitting of their uniforms at Induction
• Complete monthly NMC PIN Checks for all employed Registered Nurses
• Ensure that all NMC PIN’s, DBS’s, Visa’s, and any other licenses are up to date for Team Members
• Report on vacancies/recruitment progress on a weekly basis and share insights at the HoDs meeting.
• Support line managers with employee relations matters including taking notes in meetings, preparing letters and documents, running reports, and analysing absence data, managing the holiday policy and procedure
• Alongside the heads of department ensure that the people policies are followed and adhered to
• Regular communication with Group People and Culture Director, comfortable to attend meetings woth the head Office P&C Team
• Work with the People and Culture team to become a Lifeworks and internal comms champion to drive employee engagement
• Ensure all noticeboards and employee communications are up to date and disseminated effectively and in a timely manner
• Responsible for ensuring that the beauty products in the changing rooms are refreshed and updated regularly
• Ensure that Team Members personal data are up to date at all times.
• Prepare for and participate in compliance audits by storing and accessing employees up-to-date training records

About you:

• You will have experience in a similar role within a care home or 5-star hospitality venue
• You will be a professional, with a hands-on approach who has proven track record of delivering and maintaining standards at the highest level
• You will be observant with the ability to anticipate residents’ needs and understanding how to adapt your service style and engage with each individual resident and their families
• You will be patient with the ability to deal with difficult situations with tact and diplomacy
• You will be organised with strong communication and influencing skills, an approachable manner, with an eye for detail and the ability to drive standards that not only meet but exceed expectations and elevate the lives of our residents
• You will have the ability to work under pressure, flexibly and consistently
• You will be a compassionate, empathetic, kind, and caring individual

Our commitment to you:

• Competitive salary and benefits
• 33 days annual leave including bank holidays
• Complimentary meals, hot drinks, and snacks throughout your shift
• Bespoke company induction and on-going training programmes at all levels
• Access to the best-in-class equipment and technology·
• Custom-made uniforms provide
• Annual bonus (discretionary and scheme rules apply)
• Employee assistance programme and other attractive wellbeing benefi
• Discount scheme
• Company contributory pension scheme & life insurance

To find out more about KYN, our teams and values please visit www.kyn.co.uk/career

KYN is an equal opportunities employer.

To be considered for this role you will have to provide proof of right to work in the UK and consent to an enhanced DBS check