Role Overview

• Position: Resident Housing Officer
• Reporting to: Resident Housing Manager
• Contract duration: Permanent
• Location: Cork County / City (Hybrid)
• Salary: €44,830 - €63,017 (DOE)

The Operations Department is dedicated to delivering essential services to our residents, including allocations, rent calculation and collection, and tenancy management. Additionally, we provide estate services and support community development activities to promote well-kept, friendly neighbourhoods. Operations is also home to our Housing Advice Centre, Asset Management, 'Clúid Works' in-house repairs service, and the Operational Excellence team, who contribute to maintaining the quality of services we provide to our residents and ensuring our properties are safe and maintained to high standards.

As Clúid Housing continues to expand rapidly, our team supports the Commercial Development Department in acquiring new properties. These properties are carefully selected to be well-designed, well-built, and located where they are most needed. Clúid teams operate nationally to align with our provision of homes across every county in the country. We strive to lead in innovation and the development of exemplary services that prioritise resident satisfaction, value-for-money, and compliance with the AHB Regulatory Standard.

The individuals in the Operations Department are deeply passionate about their work and are motivated by the direct, positive impact our services have on residents' lives. Our colleagues are known for being resourceful, conscientious, caring, and outcome focused.

Key Responsibilities

To provide a high quality and resident-focused service in tenancy and estate management, continually working to improve services and meet resident needs.

Voids and Lettings

• Work with the Lettings Team and Clúid Works to ensure the effective and prompt turnaround of void properties, minimising void times and associated costs.
• Ensure that homes in your region are managed efficiently and let appropriately in line with Clúid and Local Authority policies.
• Advise prospective residents on housing options, rights, and responsibilities in a supportive manner.

Tenancy Management

• Signpost referrals for support, care, adaptations, and partner agencies to help sustain tenancies.
• Safeguard residents by promoting their welfare and protect them from abuse, harm and neglect.
• Address non-arrears related breaches of tenancy such as anti-social behaviour and damage to property and represent Clúid Housing at RTB and court hearings.

Resident & Community Engagement

• Actively supporting residents in creating safe, clean, diverse, and welcoming places to live.
• Work with residents to maximise resident engagement and establishment of structures that underpin community integration and development.
• Develop relationships with neighbouring groups and external service providers with whom relationships will be of benefit to Clúid residents.
• Actively seek out and recognise the Resident Voice as an authority on our services

Property Management

• Carry out estate inspections and liaise with our Repairs and Property Service teams in relation to the maintenance and upkeep requirements of homes and estates.
• Work with Owner Management Companies and Managing Agents, including sitting as a board member on Owner Management Companies where required.

Collaborative Working

• Collaborate with colleagues across Operations to drive operational excellence and achieve shared outcomes for individuals and communities.
• Participate in the appraisal of new project developments and handover of new homes into management.
• Contribute to local and national improvement initiatives and contribute to the formulation and review of Housing Services Policies and Procedures.
• Undertake any other duties as required that are consistent with your role.

Complaints and Resident Voice

• Work with customers, management and the Complaints Manager as required to effectively resolve complaints relating to the service area in line with Clúid’s complaints policy.
• Support with the completion of remedial actions or improvement commitments identified through service complaints to drive continuous improvement.

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

• Demonstrates a willingness to learn
• Willingness to work from time to time outside normal business hours e.g. Resident Association meetings
• Proficient in IT systems, especially Excel and experience of using different IT packages e.g.
• Management Information and CRM systems
• Good organisational and time management skills, with ability to be flexible and work on own initiative
• Customer-focused experience.
• Excellent problem-solving skills and attention to detail
• Team-oriented with a collaborative mindset
• Self-driven and motivated
• Ability to demonstrate good listening skills
• Influencing and negotiation skills
• Proven ability to manage tasks and projects, including report writing

Experience/Qualifications

• Minimum one year experience in housing services or in a face-to-face, customer-oriented housing environment
• Relevant third-level qualification in housing, social care, property, or a related field (or working towards)
• Professional qualification (ICSH/ CIH/ IAVI/ IPA).
• Knowledge of housing law GDPR, Residential Tenancies Board (RTB), and housing regulatory standards
• Full clean driving licence.
• Property Services Regulatory Authority Licence preferred (where required a commitment to working towards may be necessary)
• Experience of housing and property services, including lettings, allocations, OMCs, tenancy sustainment,
• Willingness to participate in forums, working groups, or committees as required
• Commitment to promoting a culture that supports excellent service delivery and upholds the organisation’s values

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