Job Description:
Housing Services Manager
Responsible To: Head of Housing Services
Responsible For: Housing Services Team Leader
Location: Cork
Contract: Full Time Fixed Term (12 Months)
Job Summary:
As the Housing Services Manager, you will lead a team to provide a quality, effective, and customer-focused housing management service. You will develop, communicate, and monitor KPI targets, customer satisfaction, and regulatory standards.
You will manage our Housing Services Team, including housing and tenancy management, OMC, Service Level Agreement management, Caretakers, Residents Assistance Fund administration, and support of Locality Panels and Customer Scrutiny Reviews. You will develop and implement housing policies.
You will ensure activities meet organizational objectives with high standards of integrity and professionalism, fostering cross-functional collaboration, operational improvements, and stakeholder engagement.
The following duties are typical but not exhaustive. The post holder will be responsible for a combination of objectives and annual KPIs based on organizational needs.
Key Responsibilities (Functional):
1. Support development of strategic priorities and plans for Housing Services, ensuring excellent customer service.
2. Assist the Lettings Team to let properties in line with KPIs.
3. Provide housing management services aligned with Tuath Tenancy Agreements and statutory requirements.
4. Prioritize the Customer Voice, using feedback to drive improvements and ensure fair treatment of all customers, respecting protected characteristics.
5. Develop relationships with community agencies and external partners for effective service delivery.
6. Review and update housing policies, ensuring legal compliance and staff training.
7. Collaborate with internal teams to deliver services on time and within budget, striving to meet customer aspirations.
8. Lead and inspire a performance and customer-focused culture, meeting KPIs.
9. Use customer feedback to improve services and ensure value for money.
10. Lead safeguarding policies and practices for Housing.
11. Support out-of-hours coverage as needed.
Key Responsibilities (Organizational):
1. Provide leadership, management, and support to line managers and teams.
2. Promote a culture of excellence and continuous improvement through performance appraisals and feedback.
3. Manage performance indicators, report outcomes, and monitor risks.
4. Participate in strategic and financial planning with senior management.
5. Set and achieve departmental KPIs, benchmarking performance externally.
6. Ensure standards of performance are maintained and services are responsive to change.
7. Foster effective communication, customer service, and continuous improvement.
Corporate Responsibility:
1. Reflect the organization's values and deliver services aligned with its Vision, Mission, and Core Values.
2. Represent Tuath Housing at forums and events, sharing learning.
3. Ensure compliance with all legal and regulatory requirements.
Supervisory Responsibility:
1. Supervise, train, and manage all colleagues within the Housing Services Team.
2. Coach and guide housing management staff.
3. Identify training needs and stay updated on legislation, best practices, and policies.
4. Conduct regular performance reviews and participate in recruitment and induction.
5. Contribute to policy and procedure development.
6. Maintain industry relationships and understanding of government housing policies.
Health and Safety Responsibilities:
1. Conduct activities safely, adhering to the Health and Safety Policy.
2. Ensure risk assessments are in place and colleagues are aware of safety protocols.
3. Use personal protective equipment as required and communicate risks effectively.
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