About the Village
The village is Untold Living's newest boutique retirement village, located in Newport, Shropshire. Designed to offer stylish, independent living with the reassurance of expert support when it's needed, the village provides residents with beautiful homes, vibrant community spaces and a warm, welcoming atmosphere that feels genuinely like home.
This is a rare opportunity to join a brand new village at the very beginning, playing a lead role in bringing the building to life. The Senior Facilities Officer will be central to commissioning the village, working hand in hand with the Village General Manager to ensure the village is ready, safe and welcoming and that every resident's move in day feels like the start of a new chapter, not just a change of address.
The right candidate will relish the chance to be part of something new, bringing their technical expertise and their personality to a setting that will grow and evolve around them.
Summary of Position
The Senior Facilities Officer is responsible for the physical environment of the retirement village, ensuring the safety, comfort and wellbeing of residents, staff and visitors. In the run up to opening, this role acts as the key facilities and commissioning lead, working alongside the Village General Manager to oversee snagging, contractor handover, statutory compliance and the readiness of homes and communal spaces ahead of residents arriving.
Once open, the role continues to manage building services, preventative and reactive maintenance, health and safety compliance and day to day operations, ensuring the facilities are well maintained, well presented and function smoothly. Because the village is new, this role carries a rare opportunity to help shape systems, contractor relationships and standards from the outset, working in close partnership with the Village General Manager and operations team, embodying the ‘one village’ spirit that is at the heart of how we work here.
As well as strong technical and organisational ability, this role calls for genuine empathy and warmth. The Senior Facilities Officer will regularly be the first friendly, practical face a new resident meets on move in day and should be able to strike the right balance between professional, safety conscious delivery and a personal, reassuring touch with residents and their families.
Untold Living Values
Untold seeks to create communities where later life feels like a new beginning. We expect all colleagues to role model our values in the way they work, collaborate and make decisions. These values shape our culture and guide how we deliver for our residents and each other.
Kindness
Kindness is at the heart of everything we do. Through everyday gestures and empathy, we build trust, human connection and a sense of belonging. It's how we make every resident and colleague feel seen, valued and free to be themselves.
Security
Peace of mind comes from feeling safe, supported and understood. Our communities are created to ease life's difficulties and provide confidence. We want residents and colleagues to enjoy life, with more energy and fewer worries.
Hospitality
For us, hospitality means creating the kind of place you'd want to visit, live in and share with others. A place where people feel at home. We show warmth, attentiveness and respect in the way we welcome people. Our neighbourhoods are places people feel noticed and valued.
Primary Responsibilities
The Senior Facilities Officer is responsible for the overall upkeep, safety and presentation of the village, from pre opening commissioning through to ongoing operation. The role includes commissioning oversight, operational management, health and safety compliance and hands on support during the resident move in period.
Commissioning & Mobilisation
- Act as the key facilities lead in commissioning the village, working closely with the Village General Manager and contractors.
- Oversee snagging, defect resolution and contractor handover of the building, plant and equipment ahead of occupation.
- Ensure all statutory certification, warranties, manuals and compliance documentation are collected, reviewed and filed before residents move in.
- Test and commission building systems (heating, ventilation, fire, security, lifts, call systems) and set up ongoing maintenance schedules and contractor contracts.
- Prepare homes and communal spaces so they are safe, functional and welcoming ahead of each resident's arrival.
Maintenance & Repairs
- Carry out routine inspections and maintenance of the building, including electrical, plumbing, heating, ventilation and air conditioning (HVAC) systems.
- Respond promptly to emergency repair requests and undertake minor repairs where possible.
- Liaise with contractors for more complex repair work, ensuring that external service providers meet the required standards.
- Ensure all equipment, appliances and fixtures are in good working condition and arrange for repairs or replacements as necessary.
Health, Safety & Compliance
- Ensure the retirement village complies with relevant UK health and safety legislation, including the Health and Safety at Work Act 1974 and any other applicable standards or regulations.
- Contribute to regular risk assessments and maintain records to ensure compliance with such standards.
- Regularly check and maintain fire alarms, fire exits, fire doors, emergency lighting and other fire safety equipment.
- Ensure the building is accessible and meets the needs of residents.
- Ensure all maintenance logs, health and safety records and compliance documents are up to date.
Facilities Support
- Assist in the coordination and support of any events or activities taking place within the village, ensuring that any setup or technical needs are met.
- Manage and oversee the supply of maintenance related consumables, ensuring that all necessary materials and resources are readily available to support the smooth operation and upkeep of the village.
Team Collaboration & Resident Interaction
- Work closely with other departments, such as catering, housekeeping and the care team, to ensure that the facilities are conducive to a high standard of care and service.
- Play a lead role in supporting residents on their move in day, ensuring homes are ready, issues are resolved quickly and each resident feels welcomed, reassured and well looked after from the outset.
- Provide assistance to residents and families as required, including helping with any special requests related to the building or facilities.
- Respond to resident or staff queries regarding the facilities, ensuring a prompt, courteous and empathetic resolution to any issues raised.
Cleaning & Grounds Maintenance
- Oversee the general upkeep of the village's outdoor spaces, ensuring that gardens, pathways and communal areas are well maintained.
- Liaise with landscaping and grounds maintenance contractors to establish and maintain external areas, ensuring paths, lighting and planting are safe, accessible and well presented in all seasons.
- Manage waste disposal and recycling in accordance with environmental guidelines and best practices.
Energy Management & Sustainability
- Monitor and manage energy use across the village, identifying opportunities for energy savings and sustainability improvements.
- Assist in the implementation of environmentally friendly initiatives, such as reducing waste, improving recycling and using energy efficient systems and materials.
Village Life & Collaboration
We operate as one village with one team. Whilst the Senior Facilities Officer's formal accountability is the physical environment, we actively encourage a culture in which facilities and operations colleagues support one another and share in village life.
- Work in close day to day partnership with the Village General Manager, ensuring a joined up approach to resident welfare and village life.
- Actively participate in village events, community activities and the day to day atmosphere that makes the village a home.
- Contribute warmly to the settling in experience of new residents, helping them feel at home from day one.
- Represent Untold Living's values in every interaction with residents, families and the wider community.
Person Specification
Essential
- Previous experience in a facilities management role, preferably in a similar setting.
- Experience of, or strong exposure to, building commissioning, defect management or contractor handover, ideally within a new build or refurbishment environment.
- Knowledge of building systems, health and safety regulations and maintenance procedures.
- Familiarity with the regulatory requirements in the UK, including health and safety, fire safety and environmental regulations.
- Excellent problem solving skills and the ability to troubleshoot and resolve maintenance issues effectively.
- Strong organisational skills and the ability to prioritise tasks and manage time efficiently.
- Warmth, empathy and excellent interpersonal skills, with the ability to strike the right balance between professional delivery and a genuinely personal touch with residents.
- Good communication skills, with the ability to work effectively with residents, staff and contractors.
Desirable
- Experience commissioning a new retirement village, care setting or similar residential development.
- IOSH Managing Safely certification or willingness to learn
Other Requirements
- A valid enhanced DBS (Disclosure and Barring Service) check.
- Ability to work evenings, weekends and holiday shifts as required, including around resident move in days.
- The Senior Facilities Officer will be required to be on call for emergency maintenance issues outside of regular working hours.
Key Competencies
- Leadership and decision making
- Commissioning and project delivery
- Problem solving and practical skills
- Compassion and empathy
- Health and safety compliance
- Time management and organisational skills
- Effective communication
This job description is not exhaustive and will be subject to periodic review. It may be amended to meet the changing needs of the business.
