Respond is a leading Approved Housing Body and a service provider working across Ireland for over 43 years. We are growing rapidly in response to the housing crisis and are now looking for the right person who shares our values and passion and has the right skills to help us realise our vision. Our vision is that every family and individual in Ireland will have high-quality housing as part of a vibrant and caring community. This means working proactively with colleagues across the business and our partners to support the creation of sustainable and vibrant communities where people want to live, supported by high quality services including Early Learning, Older Persons Day care, Family Support and Homeless Services. We believe in a holistic model of Housing and Services ensuring our services are embedded in our communities, tailored to the needs of the individual communities they serve. The Head of Service Quality and Insights is a new position. Working across our Housing and Services directorates, they will be responsible for developing a culture of service excellence through the understanding and application of qualitative and quantitative data insights and learning, maintaining our performance reporting systems, ensuring the ongoing quality and richness of the data held. The Head will also oversee quality assurance and training for key staff across the departments and drive evidence-based service improvements to meet our tenant and service user needs. Job Title: Head of Service Quality & Insights Reports to: Director of Housing Department: Quality and Insights Team Location: Hybrid position, with an expectation of in-person presence primarily in Dublin and Waterford Employment Type: Permanent, Full-time Role Purpose Reporting directly to Director of Housing, the Head of Service Quality and Insights, will also support the Director of Services. The HSQ&I is responsible for leading the strategic development and delivery of service performance analytics, customer insights, risk management and quality assurance for both the Housing Service and Services Directorates. The postholder will have an awareness of community complexity including the social determinants of health and use this understanding to ensure a range of external and internal qualitative and quantitative data is used to shape and continuously improve services to meet the changing needs within our Housing and Services communities. The role will be responsible for supporting our operational teams with the provision of high-quality performance information, supporting policy and practice reviews, collaborating with other key departments (Strategy & Public Affairs, Finance, Compliance etc), ensuring comprehensive tailored training and maintaining our risk management framework. Working closely with our Corporate IT team, the postholder will be responsible for ensuring that key IT software systems remain fit for purpose, with an external eye on the evolving potential of AI and other emerging industry practice to meet the changing needs of our organisations. Key Responsibilities 1. Strategic Leadership Develop and implement the Service Quality and Insights strategy aligned with organisational goals. Maintain governance frameworks for service quality, performance monitoring, and capturing tenant and service user feedback. Advise the Director of Housing and Director of Services on service performance trends and improvement priorities. Lead cross-department initiatives to drive continuous service excellence. Maintain a good overview of the external factors which could potentially impact services design or shape, including changing Govt policy, regulatory changes, evolving practice etc. Support strategic decision making, strengthen both existing and new research, and inform external influencing work through the provision of robust evidence and insights. 2. Service Insights & Analytics Ensure the tenants and service users voices are given opportunity to be heard and to shape our evolving services. Ensure all data platforms remain fit for purpose with high data integrity and are adapted to meet the changing reporting needs. Oversee the collection, analysis, and interpretation of tenant/ service user and operational data and provide high quality evidence-based reports on same Develop dashboards, scorecards, and performance reporting frameworks (e.g. KPIs, and service specific metrics) that can be actively used by teams to monitor progress and inform decisions. Working with front line colleagues and other Departmental Heads, identify trends, root causes, and opportunities for ongoing service improvement. Ensure insights inform operational decisions and strategic planning including findings from research carried out both internally and externally and from internal continuous improvement programmes. Develop and lead tenant and service user satisfaction survey and other insights programmes. Work in partnership with key departments to translate data into high quality actionable insights to inform and influence policy, strategy, communications, and external engagement. Ensure services insights and analysis strengthen and enhance existing organisational research, contributing to the delivery of the research strategy. 3. Service Quality & Assurance Working closely with the Director of Housing, Director of Services and Responds compliance team to establish and oversee quality assurance frameworks and audit methodologies. Monitor compliance with internal standards, policies, and regulatory requirements. Conduct service reviews and quality assessments. Oversee corrective action plans and track improvement initiatives. 4. Risk Management Working closely with Department Heads, ensure Responds risk management framework remains live and embedded within service operations. Lead on the management of complaints, compliments and comments and embed a culture of openness to complaints as a learning aid, and that the information is used as opportunities for both learning and service development Maintain Housing and Services audit readiness and regulatory compliance. 5. Leadership & Team Management Lead and develop the Quality and Insights team. Leading and coordinating working and consultation groups as appropriate. Build capability in data literacy, quality assurance, and customer insight interpretation within the team and across the organisation. Foster a culture of accountability, performance excellence, and innovation across the Housing and Services operations. Manage budgets, resource allocation, and resource planning. 6. Stakeholder Engagement Collaborate with Operations, Finance, Legal, Strategy & Public Affairs, IT, Compliance, People and Culture teams to ensure strong alignment of the work being undertaken. Present insight reports and performance updates to EMT, Board and sub-committees as required with strong evidence-based recommendations on service improvements. Maintain contact with key external stakeholders as required (e.g. local authorities, Housing Alliance members) and develop cross sector collaborative networks to enhance services and maintain awareness of emerging practice. General Adopt an approach of continuous learning and personal development. To positively promote Respond in all activities. Any other duties that are consistent with your role. Essential Criteria Relevant degree in Housing, Social Sciences related area of work or other service specific qualifications in data analytics, customer insights or research. Min 8 years experience in service or housing operations, quality assurance, or customer insights. Proven leadership experience managing analytics or quality teams. Strong experience with performance reporting tools (e.g., Power BI). Experience implementing continuous improvement methodologies. Experience in regulated environments. Closing date for applications: 27th of May 2026. Skills: Housing Data Analytics Quality Assurance Power BI
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