Housing Services Manager

Overview

Lead team to deliver high-quality, customer-focused housing management services.

Key Responsibilities

• policy development
• performance monitoring
• customer service
• risk management
• team leadership
• service delivery

Tasks

30. To build and maintain “industry” relationships and a good understanding of government housing policy. 16. As a member of the Management team, adopt a collaborative and supportive approach, maintaining up to date professional knowledge and providing advice and assistance to colleagues as required. 4. Ensure the Customer Voice is at the heart of housing management service delivery, using complaints and satisfaction survey results to drive continuous improvement and ensuring all customers are treated fairly, with respect and in recognition of their individual requirements and any protected characteristics, and that all customer complaints and enquiries are dealt with promptly and to a high standard 19. Monitor standards of performance throughout the range of the directorate’s operations, ensuring development of an effective service responsive to changing circumstances and demands. 32. Ensure all appropriate health and safety risk assessments are in place and making sure colleagues 26. To be responsible for identifying training needs, updating knowledge of changes in legislation, best practice, and internal policies for the team. You will be responsible for achieving the organisations objectives and ensuring activities are carried out to the highest standards of integrity and professionalism. This includes working to develop strong and effective cross functional working initiatives, both internally and externally, and taking the lead on developing and implementing specific operational service improvements and representing the organisation with partners and stakeholders. 11. To provide voluntary support in the provision of Tuath out of hours coverage with other managers and team leaders as required. 25. To coach Housing Management colleagues being a source of guidance and advice. 7. Work in partnership with internal teams to ensure that the housing services we provide are implemented on time and within budget, and that we continually strive to meet customer aspirations. 22. Act as an ambassador for Tuath Housing, attending, and contributing to professional forums and events and disseminating the learning. 15. Manage performance, both at an individual and service level, and report on performance indicators and outcomes to senior management, as well as identifying and monitoring risks associated with service delivery 8. Lead and inspire change and a performance related and customer focussed culture across the Housing Services dynamic services and the highest standards of customer service within set KPIs. 23. Ensure compliance with all regulatory, statutory, and legal requirements. Ensure that team members are aware of any risks associated with their role, adhere to any specific 28. To take part in the recruitment, selection and induction of team and other staff as required. As the Housing Services Manager you will lead a team to provide a quality, effective and efficient customer facing housing management service with a strong customer focus. As Housing Services Manager you will lead, develop, communicate, and monitor KPI targets for and customer satisfaction and meeting of regulatory standards 2. Support the Lettings Team to ensure that empty properties are let in line with key performance indicators though Housing Officer resource. instructions, and use personal protective equipment where required. 20. In all aspects of the company’s work, promote effective communications, excellence in customer service, and a focus on continuous improvement. 27. Provide regular one-to-ones and reviews to manage colleague performance, in accordance with company policies and procedures. 18. Assist the Head of Housing to set, achieve and be accountable for departmental performance targets, KPIs, including benchmarking performance externally. 12. Provide motivational leadership, management and support to line managers and their teams, The postholder will provide leadership and management of our Housing Services Team that includes housing and tenancy management, OMC, Service Level Agreement management, Caretakers, administration of our Residents Assistance Fund and support of the Locality Panels and Customer Scrutiny Reviews. You will develop and be responsible for implementation of housing related policies. 10. Acting as the operational lead for safeguarding matters, advice, and policy formation for Housing. 29. To contribute to the formulation of policies and procedures. 6. Develop and review housing policies and procedures, ensuring they are up-to date, legally compliant, and meet the needs of our customers. Implement policies effectively, ensuring staff are fully trained and understand their responsibilities 13. Lead and motivate the Housing Services Team ensuring clarity of direction, effective communication, and development of personal potential. 9. Enable innovation through monitoring and reviewing all housing services to ensure that they are effective and responsive whilst meeting the demands and aspirations of customers, and services deliver value for money. 24. To be responsible for the supervision, training, direction and management of All colleagues within the Housing Services Team. 14. Promoting a culture of excellence and continuous improvement and ensuring they have the knowledge and skills to perform their roles effectively, through regular performance appraisals and constructive feedback 3. Ensure that effective housing management services are provided inline with Tuath Tenancy Agreements and statutory requirements. 17. In conjunction with the Chief Executive, Deputy Chief Executive and Director of Housing Services, contribute to the development of strategic and financial plans and keep the business plan and other key strategies under review and manage and mitigate risk. 31. To conduct all activities in a manner which is safe to yourself and others. To be aware and to act in accordance with the Association’s Health and Safety Policy. 5. Developing and maintaining relationships with all agencies in our communities and internal as well 1. To work with the Head of Housing Services to support development of strategic priorities and plans for Housing Services functions, ensuring excellent customer service. as external partners to ensure effective service delivery and the achievement of key objectives. are aware of and adhere to any specific instructions and use personal protective equipment where

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About Tuath Housing Association

-A key player in the social housing sector, specializing in providing secure, sustainable homes for individuals and families. -Focus on community-building, ensuring properties not only offer shelter but foster a sense of belonging and support. -Projects range from new home development to refurbishment and management of existing properties. -Expanded footprint across Ireland to benefit more communities with affordable housing. -Partnerships with local authorities, private developers, and stakeholders to achieve housing goals. -Innovative approach with modern construction techniques and sustainable design. -Committed to a future where everyone has access to affordable, quality housing in their local communities.

Sector Specialisms