Resident Housing Manager

• Dynamic Working Environment: Thrive in a supportive, innovative, and collaborative workspace. 
• Flexible Working Arrangements: We support work-life balance with flexible working options with Hybrid working options.  
• Comprehensive Training and Development Opportunities: Grow professionally with our continuous learning opportunities. 
• Employee Benefits: 25 days annual leave +3 additional days over Christmas and Good Friday (bring you up to 29 days and additional days with length of service), 10% Pension, VHI, Employee Assistance Programme, Bike to work, Tax Saver Travel, Sick Pay, Payment Income Protection, Paid Maternity Leave, Paid Paternity Leave. 
• Inclusive Culture: Be part of an organisation that values diversity and inclusion, recognised with a Silver Award from Investors for Diversity. 

About Us 
Clúid is one of Ireland’s largest approved housing bodies. We provide social, cost rental and affordable homes and services in communities across the country. Our word matters: when we say we will do something, people should be able to trust that we will follow through. Our purpose is to provide good-quality homes and services that help residents put down roots, build community and feel part of a more inclusive Ireland. We are committed to resident-focused services, equality, inclusion, sustainability, strong governance and steady improvement over the long term.

• Position: Resident Housing Manager
• Reporting to: Head of Housing
• Location: Galway & Surrounding Area (Hybrid)
• Contract type: Specific Purpose
• Salary: €56,823 - €73,536 (DOE)

The Operations Department: 
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, '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.

To manage a team of front-line staff to deliver housing management services across the core functions of rents, lettings, tenancy and estate management and community development. To work proactively to understand the needs of customers to ensure that we provide a professional and responsive service. To be committed to the continual improvement of the housing management service striving to achieve value for money, quality and the delivery of innovative services and to lead on projects to achieve this.

Service Development and Delivery 

• Ensuring the effective delivery (cost, time and quality) of our front-line Housing Management services of Income, Voids, Tenancy, and Facilities Management; and Community/Estate Development to all Clúid Housing residents. 
• Contributing to the development and implementation of policies, processes and procedures to effectively manage our operations. 
• Ensuring our service offering is delivered consistently across core services whilst maintaining flexibility to support local resident and community requirements.
• Delivering continuous improvement supported by the application of project/change management and systems thinking methodology
• Working closely with other departments within Clúid Housing to ensure a joined-up approach to service delivery and address any issues affecting performance and / or quality of our service. 
• Developing and maintaining partnerships to increase our ability to meet the wider needs of new and existing residents and support government priorities. 
• Sitting as a board member on Management Companies to represent the needs of Clúid Housing.
• Assessing new developments and initiatives to ensure that the delivery of housing services is reflected strongly in decisions with a focus on the creation of vibrant and sustainable communities.
• Investigating and resolving complaints in line with Clúid Housing’s complaint’s policy 09/04/2021.
• Carrying out reviews in respect of resident feedback ensuring lessons learnt are identified and used to drive service improvements. 

 
 
Leadership and Management

• Promoting a culture which is supportive of excellent service delivery and meets Clúid Housing’s vision, aims and values.
• Setting clear team and individual objectives, reporting on key deliverables and progress against action plans and objectives to the Housing Services Leadership team. 
• Providing clear direction to front line staff on company and department priorities and to help them connect the company’s objectives with their individual tasks/responsibilities. 
• Ensuring front line staff have the correct supports, resources and partnerships. 
• Supporting and coaching all direct reports, managing individual performance and maintaining the motivation of employees.
• You will be key in the development and the delivery of a learning and development programme that ensures continual professional development of our staff and department. 
• Ensuring front line staff are aware of internal and external local and national issues that affect the work they do. 
• Establishing and leading forums facilitating staff contributions to support knowledge sharing and facilitate effective decision making and change. 
• Collaborating with HR to ensure the best candidate/s are recruited for any vacancy in your team, to develop a thorough induction plan and actively manage the probation process.
• Managing staff and team engagement activities. 
• Ensuring that your staff work in a safe environment and actively partake in any company wide or team wellbeing activities. 
• Maintaining a strong understanding of the operational aspects of the business and developing relationships through investing time spent with Housing Officers, Caretakers and Volunteer Workers within their respective areas of work.
• Contributing to the development, implementation, and monitoring of Clúid Housing Services risk register and annual workplans. 
• Planning and organising resources to enable front line staff and residents to manage and sustain tenancies, manage risk effectively and develop estates and communities throughout the region
• Leading and managing specific projects in line with Clúid Housing objectives
• Ensuring the safeguarding of staff and residents in our everyday work

 
Financials and Budgeting 

• Putting a strong focus on the management of the regions budgets and empowering staff to take responsibility for budgets which affect their scheme.
• Monitoring, evaluating, and discussing areas for improvement with stakeholders to ensure value for money and that high-quality services are delivered.
• Taking responsibility for the effective development and management of team budget.

 
Performance and Measures 

• Using customer demand and measures to understand our customer’s needs and inform how we shape our operations to respond to these needs.
• Working with the Head of Housing Management to understand and develop data and reporting requirements that both enhance and improve our service delivery and fulfil our regulatory requirement.
• Ensuring the collection of accurate data and using this to inform how the service is delivered
• Taking a principal role in developing practical skills in all staff to use real time data to drive to deliver, understand and improve our services.
• Producing regular performance and progress reports.
• Preparing proposals that are clear, concise, and accurate.

 
General

• Adopt an approach of continuous learning and personal development.
• To positively promote the Association in all activities.
• Any other duties which are consistent with your role.

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