Respond is one of the largest housing associations in Ireland, providing social housing and homeless services. Our vision is that 'every family and individual in Ireland will have high quality housing as part of a vibrant and caring community'. We are growing rapidly in response to the housing crisis and are now looking for the right person who has the passion and skills to help us realise our vision.
Respond is committed to equal employment and growing a diverse workforce. If you do not 'tick every box' there are likely other valuable attributes and skills that you have, that would make you a great fit for the organisation. We welcome applications from people of all cultures, nationalities, genders and from anyone who has historically faced social exclusion. If you feel this role is for you, then please apply.
Job Title and Details
Job Title: Housing Manager
Location: Dublin & Hybrid
Reporting to: Head of Tenant Experience
Terms: Full Time Permanent 39 hours per week (Mon to Fri)
Salary Range: €64,083 to €82,930
Job Purpose
Lead and inspire a tenant relations team, setting a benchmark for excellence in service. Your expertise in housing and tenant services within a social housing context will be pivotal in building strong, positive relationships with our tenants. We are looking for someone with exceptional communication, teamwork and people management skills to create a supportive and effective environment that reflects our commitment to outstanding tenant care.
Responsibilities
* Lead a frontline team to deliver housing management services across the core functions of tenancy and estate management, community development, lettings and rent management.
* Champion tenant engagement in your region to ensure tenant input is actively sought and acted upon leading to a professional and proactive service.
* Be committed to the continual improvement of the housing service striving to achieve excellent, tenant centred service delivery and to lead on several innovative projects at national level to achieve this.
* Work collaboratively with Owners Management Companies (OMCs) to ensure a high level of service for Respond tenants & that the interests of the organisation are protected.
* Leverage best practice approaches to tenancy management to innovate and meet the changing demands and needs of our tenants.
Leadership
* Provide strong leadership and support using a coaching methodology maximising the team's potential and establishing a culture of continuous learning & professional development.
* Manage and develop team and individual talent effectively.
* Ensure excellent communication within the team and across the organisation.
* Develop strong local contacts with other key service providers and partners operating in your areas to enhance our own services, ensure community connections, and create opportunities for our tenants and their families.
Customer Service
* Uphold and promote customer service and quality standards within the team.
* Embody a Trauma Informed approach in our customer service.
* Enhance tenant engagement networks in the area.
* Drive the development, review, and implementation of housing service policies, covering assessments, voids, allocations, antisocial behaviour, and other tenant service areas.
* Liaise with Housing Managers nationally to implement training for designated specialist services.
* Maximise management reports to ensure consistent delivery and quality control via the housing management IT system and other social impact measurement tools.
* Use tenant and other local insights to shape services which focus on the identified needs of the tenants and communities in which they live.
* Lead and support team members on the preparation and execution of potential cases with the Residential Tenancies Board (RTB), liaising with Respond's Legal Services as necessary.
Financial Management
* Allocate team resources to ensure cost effectiveness.
* Manage team services within the regions budget.
* Uphold standards for voids and facilitate efficient rent collection in line with company policy.
Qualification/ Skills/Experience
* A third level qualification in housing, tenant management or a related discipline.
* Experience of successfully leading a high performing team.
* At least 5 years of direct management experience in social housing tenancy services.
* Proficient in customer service, relationship management and dispute resolution.
* Experience in collaborating with national organisations to deliver services.
* Hands on experience in specialised areas of tenancy management and a proven ability to lead and motivate staff towards excellence in customer service.
* Competent in recording, reporting, and managing financial aspects of service delivery.
* Full Clean Driving Licence.
Competencies
* Strategic Thinking & Change Manager
* Analysis & Planning
* Organisational skills
* Leadership & Coaching
* Communicating and Influencing
* Empathetic approach
* Results focussed
* Client Focus
* Commercial Orientation.
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