Job Description:Housing Services Team Leader
Responsible To:Housing Services Manager
Responsible For:Housing Officers
Location:Dublin
Contract:Full Time Permanent
Job Summary:
As the Housing Services Team Leader you will coach and support the team to provide a quality, effective and efficient housing service with a strong customer focus. As Team Leader you will ensure delivery against KPI targets for and customer satisfaction and the meeting of regulatory standards and other key housing management related performance targets.
The postholder will provide management, coaching and support of our Housing Services Team that includes housing and tenancy management, OMC, Service Level Agreement management and administration of our Residents Assistance Fund. You will ensure correct operation application of housing management related policies and procedures.
The postholder will work alongside the Housing Services Manager to ensure that housing management and related activities are carried out to the highest standards of integrity and professionalism. This includes working to develop strong and effective cross functional working initiatives and supporting the implementing specific operational service improvements and supporting our Customer Scrutiny Reviews and Locality Panels.
You will be responsible for achieving the organisations objectives and ensuring activities are carried out to the highest standards of integrity and professionalism and within set key performance indicators. This includes working to develop strong and effective cross functional working initiatives, both internally and externally, supporting the implementation of specific operational service improvement.
The following list is typical of the level of duties which the post holder is expected to perform or be responsible for. It is not necessarily exhaustive and other duties of a similar type and level may be expected from time to time. The post holder will be responsible for a combination of the objectives described below and annual KPIs dependent upon the requirements of the organisation.
KEY RESPONSIBILITIES (Functional):
* To work with the Housing Services Manager to support development of operational delivery priorities and plans for Housing Services functions, ensuring excellent customer service.
* Support the Lettings Team to ensure that empty properties are let in line with key performance indicators though our team of Housing Officers.
* Ensure that effective housing management services are provided in line with Tuath Tenancy Agreements and statutory requirements.
* Acting as the operational support to the Housing Services Manager for safeguarding matters, advice, and policy formation for Housing.
* 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
* Implement housing policies and procedures, monitor application to ensure that operational activities are legally and policy compliant meeting the needs of our customers.
* Ensuring colleagues are fully trained and understand their responsibilities to support effective operational delivery.
* 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.
* Coaching and support the team to ensure a customer focussed culture across Housing Services that meet the highest standards of customer service within set KPIs.
* 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.
* 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.
KEY RESPONSIBIITIES (Organisational):
* Provide input into the Operational plans for Housing Services delivery.
* Provide coaching and support to Housing Officers.
* 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 supportive coaching.
* Performance oversight, 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
* Adopt a collaborative and supportive approach, maintaining up to date professional knowledge and providing advice and assistance to colleagues as required.
* Provide statistical data, information, and testimonials for annual report.
* In all aspects of the company's work, promote effective communications, excellence in customer service, and a focus on continuous improvement.
* Be proactive in the development and maintaining of strong networks and relationships with colleagues and in other organisations and agencies, to ensure excellence in service delivery.
Corporate Responsibility
* Ensure the values of the Association are reflected in your work and that all services provided 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 and disseminating the learning.
* Ensure compliance with all regulatory, statutory, and legal requirements.
Supervisory Responsibility
* To be responsible for the supervision, training, direction and management of all colleagues within the Housing Services Team.
* Provide regular onetoones and reviews to manage colleague performance, in accordance with company policies and procedures.
* To be responsible for identifying training needs, updating knowledge of changes in legislation, best practice, and internal policies for the team.
* To take part in the recruitment, selection and induction of team and other staff as required.
* To contribute to the formulation of policies and procedures.
* To build and maintain "industry" relationships and a good understanding of relevant government policy.
Health and Safety Responsibility
* 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.
* Ensure all appropriate health and safety risk assessments are in place and making sure colleagues
* are aware of and adhere to any specific instructions and use personal protective equipment where
* required.
* Ensure that team members are aware of any risks associated with their role, adhere to any specific
* instructions, and use personal protective equipment where required.