Housing Services Manager

Job Description:          Housing Services Manager Responsible To:           Head of Housing ServicesResponsible For:         Housing Services Team LeaderLocation:                        Dundalk.Contract:                        Full Time Permanent Job Summary:As the Housing Services Manager you will lead a team to provide a quality, effective and efficient customer facing housing management service with a strong customer focus. As Housing Services Manager you will lead, develop, communicate, and monitor KPI targets for and customer satisfaction and meeting of regulatory standardsThe postholder will provide leadership and management of our Housing Services Team that includes housing and tenancy management, OMC, Service Level Agreement management, Caretakers, administration of our Residents Assistance Fund and support of the Locality Panels and Customer Scrutiny Reviews. You will develop and be responsible for implementation of housing related policies.You will be responsible for achieving the organisations objectives and ensuring activities are carried out to the highest standards of integrity and professionalism. This includes working to develop strong and effective cross functional working initiatives, both internally and externally, and taking the lead on developing and implementing specific operational service improvements and representing the organisation with partners and stakeholders.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): 1.        To work with the Head of Housing Services to support development of strategic priorities and plans for Housing Services functions, ensuring excellent customer service.2.        Support the Lettings Team to ensure that empty properties are let in line with key performance indicators though Housing Officer resource.3.        Ensure that effective housing management services are provided inline with Tuath Tenancy Agreements and statutory requirements.4.        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 standard5.        Developing and maintaining relationships with all agencies in our communities and internal as wellas external partners to ensure effective service delivery and the achievement of key objectives.6.        Develop and review housing policies and procedures, ensuring they are up-to date, legally compliant, and meet the needs of our customers. Implement policies effectively, ensuring staff are fully trained and understand their responsibilities7.        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.8.        Lead and inspire change and a performance related and customer focussed culture across the Housing Services dynamic services and the highest standards of customer service within set KPIs.9.        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.10.   Acting as the operational lead for safeguarding matters, advice, and policy formation for Housing.11. To provide voluntary support in the provision of Tuath out of hours coverage with other managers and team leaders as required.KEY RESPONSIBIITIES (Organisational): 12.   Provide motivational leadership, management and support to line managers and their teams,13.   Lead and motivate the Housing Services Team ensuring clarity of direction, effective communication, and development of personal potential.14.   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 constructive feedback15.   Manage performance, 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 delivery16.   As a member of the Management team, adopt a collaborative and supportive approach, maintaining up to date professional knowledge and providing advice and assistance to colleagues as required.17.   In conjunction with the Chief Executive, Deputy Chief Executive and Director of Housing Services, contribute to the development of strategic and financial plans and keep the business plan and other key strategies under review and manage and mitigate risk.18.   Assist the Head of Housing to set, achieve and be accountable for departmental performance targets, KPIs, including benchmarking performance externally.19.   Monitor standards of performance throughout the range of the directorate’s operations, ensuring development of an effective service responsive to changing circumstances and demands.20.   In all aspects of the company’s work, promote effective communications, excellence in customer service, and a focus on continuous improvement.Corporate Responsibility21.   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.22.   Act as an ambassador for Tuath Housing, attending, and contributing to professional forums and events and disseminating the learning.23.   Ensure compliance with all regulatory, statutory, and legal requirements.Supervisory Responsibility 24.   To be responsible for the supervision, training, direction and management of All colleagues within the Housing Services Team.25.   To coach Housing Management colleagues being a source of guidance and advice.26.   To be responsible for identifying training needs, updating knowledge of changes in legislation, best practice, and internal policies for the team.27.   Provide regular one-to-ones and reviews to manage colleague performance, in accordance with company policies and procedures.28.   To take part in the recruitment, selection and induction of team and other staff as required.29.   To contribute to the formulation of policies and procedures.30.   To build and maintain “industry” relationships and a good understanding of government housing policy.Health and Safety Responsibility31. 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.32. Ensure all appropriate health and safety risk assessments are in place and making sure colleaguesare aware of and adhere to any specific instructions and use personal protective equipment whererequired.Ensure that team members are aware of any risks associated with their role, adhere to any specificinstructions, and use personal protective equipment where required.      This job description is not definitive or restrictive and will be subject to periodic review.Housing Services ManagerPerson Specification  1. Education and Training Attainments A relevant Degree in housing or CIH level 4 qualification and 3 years management experience or 3 years’ Managerial experience in the Housing sector.Essential 2. Relevant ExperienceProven experience of leading, successful Housing Services Teams to achieve a high level of performance outcomes across multiple channels. Essential  Experience leading teams at an operational level within a Housing Association, Approved Housing Body or Local Government setting.Essential  Experience of Customer Service delivery. Essential Delivery of strong team performance culture to achieve the highest standards of customer experience. Essential Leading the development of a customer voice culture in an organisation and management of a Housing Services Team.Essential  Able to manage resources creatively, realise benefits and have strong budgetary management skills.Desirable  3. Knowledge and Skills Excellent management skills to inspire, motivate and develop a team in a hybrid working environment. Essential Understanding of regulatory and legal context of housing services delivery.  EssentialAbility to translate complex data simply using clear and articulate communication skills, both written and verbal.  EssentialStrong communication and presentation skills with ability to tailor approach to different stakeholders.  EssentialAbility to work as part of a diverse team and experience of managing and supervising others  EssentialBe highly analytical with the skill to spot trends and predict future impact. Desirable Experience of setting and managing budgets. DesirableComputer literate and experienced in the use of Microsoft products.  EssentialDeveloped analytical skills and experienced in using data and customer insight to drive service improvements and customer satisfaction.  EssentialDemonstrate an understanding of risk management and the ability to make strategic decisions. Knowledge and understanding of the requirements of Regulator of Social and wider legal / regulatory framework for housing  EssentialMust be able to demonstrate experience of supervising performance and achieving key performance indicators.  EssentialCan inspire change, motivate and develop staff at all levels, and to deliver consistent success.  EssentialAbility to collate and analyse statistics and provide relevant written reports.  EssentialGood problem solving, communication and negotiation skills.Essential  4.Special Aptitudes Ability to conduct work planning and prioritise to optimise performance of a team.  EssentialAbility to allocate resources and responsibilities within a team to deliver business results.  EssentialManage internal and external team relationships.  EssentialDecision making abilities and strong communication skills and experience in negotiating in tender processes.  EssentialAbility to be self-motivated and work on own initiative and be part of a team Essential   5. Additional Factors Willingness to work outside normal office hours on occasions  EssentialFull, clean driving licence and daily use of car. Where prevented from this due to a disability the candidate must be able to demonstrate how they will meet the mobility requirements of the postEssential    Tuath reserves the right to enhance these criteria, in line with the employee specification, to facilitate short-listing.