Reporting to:
Head of Operational Excellence
Location:
Dublin 1, (Hybrid)
Contract type:
Permanent
Role Overview
The Housing Advice Centre (HAC) Manager leads and develops the organisation's primary contact service for residents, stakeholders, and the public.
This role is accountable for delivering a high-quality, resident-centred service across all contact channels, ensuring strong operational performance, clear governance, and continuous improvement.
The role combines day-to-day operational leadership with ownership of service design, performance management, and the ongoing evolution of the HAC operating model.
The HAC Manager plays a key role in driving consistency, responsiveness, and efficiency across service delivery, ensuring alignment with organisational priorities and regulatory requirements.
Key Responsibilities
Leadership & Team Management
Provide clear leadership, direction and support to HAC Team Leaders and staff, setting consistent expectations for service quality and performance.
Lead, coach and develop team capability, ensuring resilience, knowledge and continuous professional development.
Manage workforce planning, rostering and resource allocation to meet service demand effectively.
Foster a high-performance culture grounded in accountability, collaboration and outcomes.
Operational Service Delivery
Lead the day-to-day operations of the Housing Advice Centre, ensuring effective delivery across all contact channels.
Ensure appropriate staffing levels, tools and systems are in place to support consistent, high-quality service delivery.
Drive first point of contact resolution and reduce unnecessary hand-offs across the business.
Maintain clear service standards and ensure consistent application across all HAC activities.
Resident-Centred Service
Lead the delivery of a resident-focused, accessible and responsive service experience.
Embed the resident voice into service design, using feedback to inform continuous improvement.
Ensure the HAC service offer is clearly understood across the organisation to support end-to-end service delivery.
Support initiatives that enhance omni-channel service delivery, including telephony, CRM and digital solutions.
Performance & Reporting
Lead the delivery of HAC performance against agreed KPIs and service standards
Monitor performance trends, identify risks and implement corrective actions.
Develop and present regular performance reporting and insights to senior management.
Continuously improve data quality, performance visibility and reporting capability.
Service Development & Continuous Improvement
Lead the ongoing development of the HAC service offer, ensuring it evolves to meet organisational and resident needs.
Identify and implement process improvements to enhance efficiency, service quality and compliance.
Work cross-functionally to improve end-to-end service delivery and eliminate inefficiencies.
Governance, Process & Compliance
Ensure all HAC activities operate in line with organisational policies, procedures and regulatory requirements.
Maintain clear and up-to-date process documentation and standard operating procedures.
Monitor compliance and ensure audit readiness across all service areas.
Contribute to the development and consistent application of HAC governance frameworks.
Stakeholder & Cross-Functional Engagement
Build strong working relationships across Operations and support functions to ensure a joined-up approach to service delivery.
Act as the primary point of contact for HAC-related matters with internal and external stakeholders.
Influence service improvements through collaboration with senior leaders and teams across the organisation.
Complaints & Resident Voice
Ensure effective handling and resolution of complaints within the HAC remit in line with organisational policy.
Take ownership of learning and improvement actions arising from complaints and feedback.
Promote a culture where feedback is actively sought and used to improve service delivery.
Corporate Responsibilities
Ensure all activity is aligned to Clúid's values and contributes to the mission of supporting the development of thriving communities
Adhere to all Clúid policies and procedures at all times
To exercise discretion at all times
Demonstrate high standards regarding both Clúid's and your own wellbeing, health and safety requirements
Person Specification
Ability to support, develop, and empower team members to deliver high-quality, resident-focused service
Experience/Qualifications
Experience leading teams in customer service, contact centre, or operational environments
Experience managing performance, including use of KPIs or other measures of success
Experience contributing to service improvements and enhancing operational effectiveness
Awareness of governance, compliance, and process management within a service setting
Experience using service delivery tools (e.g. CRM systems, telephony platforms, workforce management tools)
Experience working in the housing sector
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