Housing Services Manager
Responsible To: Head of Housing Services
Location: Dundalk
Contract: Full Time Permanent
Job Summary
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. You will lead, develop, communicate and monitor KPI targets for customer satisfaction and regulatory compliance.
The postholder will provide leadership and management of the Housing Services Team that includes housing and tenancy management, OMC, SLA management, caretakers, administration of the Residents Assistance Fund and support for Locality Panels and Customer Scrutiny Reviews. You will develop and implement housing‑related policies.
You will be responsible for achieving the organisation’s objectives and ensuring activities are carried out to the highest standards of integrity and professionalism. This includes developing strong cross‑functional initiatives, leading operational service improvements, and representing the organisation with partners and stakeholders.
Key Responsibilities (Functional)
* Work with the Head of Housing Services to support development of strategic priorities and plans, ensuring excellent customer service.
* Support the Lettings Team to ensure that empty properties are let in line with key performance indicators through Housing Officer resources.
* Ensure that effective housing management services are provided inline with Tuath Tenancy Agreements and statutory requirements.
* Use complaints and satisfaction survey results to drive continuous improvement; treat all customers fairly, with respect and in recognition of their individual needs and protected characteristics; deal with complaints and enquiries promptly and to a high standard.
* Develop and maintain relationships with all agencies in our communities and internal and external partners to ensure effective service delivery and attainment of key objectives.
* Develop and review housing policies and procedures, ensuring legal compliance and meeting customer needs. Implement policies effectively, ensuring staff are fully trained and understand their responsibilities.
* Work in partnership with internal teams to ensure that housing services are implemented on time and within budget, continually striving to meet customer aspirations.
* Lead and inspire a performance‑related, customer‑focused culture across the Housing Services dynamic services, achieving the highest standards of customer service within set KPIs.
* Enable innovation through monitoring and reviewing all housing services to ensure effectiveness and responsiveness while delivering value for money.
* Act as the operational lead for safeguarding matters, providing advice and policy formation for Housing.
* Provide voluntary support for Tuath out‑of‑hours coverage with other managers and team leaders as required.
Key Responsibilities (Organisational)
* Provide motivational leadership, management and support to line managers and their teams.
* Lead and motivate the Housing Services Team, ensuring clarity of direction, effective communication and development of personal potential.
* Promote a culture of excellence and continuous improvement; provide regular performance appraisals and constructive feedback.
* Manage performance at both individual and service levels, report on indicators and outcomes to senior management, and identify and monitor risks associated with service delivery.
* As a member of the Management team, adopt a collaborative and supportive approach, maintain up‑to‑date professional knowledge and provide advice and assistance to colleagues.
* Contribute to the development of strategic and financial plans in conjunction with the Chief Executive, Deputy Chief Executive and Director of Housing Services; manage risk and review the business plan and other strategies.
* Assist the Head of Housing to set, achieve and be accountable for departmental performance targets, KPIs, including benchmarking externally.
* Monitor standards of performance across the directorate’s operations, ensuring development of an effective service responsive to changing circumstances and demands.
* Promote effective communication, excellence in customer service and a focus on continuous improvement across all aspects of the company’s work.
Corporate Responsibility
* Ensure the values of the Association are reflected in all work and that all services are delivered in line with the Association’s Vision, Mission and Core Values.
* Act as an ambassador for Tuath Housing, attending and contributing to professional forums and events, disseminating learning.
* Ensure compliance with all regulatory, statutory and legal requirements.
Supervisory Responsibility
* Supervise, train, direct and manage all colleagues within the Housing Services Team.
* Coach Housing Management colleagues, providing guidance and advice.
* Identify training needs, update knowledge of changes in legislation, best practice and internal policies.
* Provide regular one‑to‑one reviews to manage colleague performance, according to company policies and procedures.
* Participate in recruitment, selection and induction of team members and other staff as required.
* Contribute to the formulation of policies and procedures.
* Build and maintain industry relationships and a thorough understanding of government housing policy.
Health and Safety Responsibility
* Conduct all activities in a manner which is safe for yourself and others, in accordance with the Association’s Health and Safety Policy.
* Ensure all appropriate health and safety risk assessments are in place and that colleagues are aware of and adhere to specific instructions, using personal protective equipment where required.
* Ensure team members are aware of risks associated with their role, adhere to specific instructions and use PPE where required.
This job description is not definitive or restrictive and will be subject to periodic review.
Seniority Level
* Mid‑Senior level
Employment Type
* Full‑time
Job Function
* Management
* Industries: Non‑profit Organizations, Housing Programs, and Housing and Community Development
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