Respond is a construction-led Approved Housing Body and service provider.
We're expanding our dedicated team, seeking individuals who possess both the drive and skills necessary to help us make a significant impact.
Respond is committed to equal employment and growing a diverse workforce.
If you do not tick every box there are likely other valuable attributes and skills that you have, that would make you a great fit for the organisation.
We welcome applications from people of all cultures, nationalities, and genders, as well as from anyone who has historically faced social exclusion.
If you feel this role is for you, then please apply.
Location: Dublin and Hybrid Reporting to: Head of Tenant Experience Salary Range:€60K - €72K (Depending on Experience) Terms:Permanent Contract 39 hours per week (Mon to Fri) Job Purpose: Lead and inspire a tenant relations team, setting a benchmark for service excellence.
Your expertise in housing and tenant services within a social housing context will be pivotal in building strong, positive relationships with our tenants.
We are looking for someone with exceptional communication, teamwork and people management skills to create a supportive and effective environment that reflects our commitment to outstanding tenant care.
Tenant Services: To lead a front-line team to deliver housing management services across the core functions of tenancy and estate management, community development, lettings and rent management.
To champion tenant engagement in your region to ensure tenant input is actively sought and acted upon leading to a professional and proactive service.
To be committed to the continual improvement of the housing service striving to achieve excellent, tenant-centred service delivery and to lead on several innovative projects at national level to achieve this.
Work collaboratively with Owners Management Companies (OMCs) to ensure a high level of service for Respond tenants & that the interests of the organisation are protected.
Leverage best practice approaches to tenancy management to innovate and meet the changing demands and needs of our tenants.
Leadership: Provide strong leadership and support using a coaching methodology maximising the team's potential and establishing a culture of continuous learning & professional development.
Manage and develop team and individual talent effectively.
Ensure excellent communication within the team and across the organisation.
Develop strong local contacts with other key service providers and partners operating in your areas to enhance our own services, ensure community connections, and create opportunities for our tenants and their families.
Customer Services: Uphold and promote customer service and quality standards within the team.
Embody a Trauma Informed approach in our customer.
Enhance tenant engagement networks in the area.
Drive the development, review, and implementation of housing service policies, covering assessments, voids, allocations, anti-social behaviour, and other tenant service areas.
Liaise with Housing Managers nationally to implement training for designated specialist services (e.g.
services for older people, youth, vulnerable adults, child protection, tenancy sustainment, and tenant engagement etc.).
Maximise management reports to ensure consistent delivery and quality control via the housing management IT system and other social impact measurement tools.
Use tenant and other local insights to shape services which focus on the identified needs of the tenants and communities in which they live.
Lead and support team members on the preparation and execution of potential cases with the Residential Tenancies Board (RTB), liaising with Responds Legal Services as necessary.
Financial Management: Allocate team resources to ensure cost-effectiveness.
Manage team services within the region's budget.
Uphold standards for voids and facilitate efficient rent collection in line with company policy.
Qualification/ Skills/Experience: A third-level qualification in housing, tenant management or a related discipline.
Experience in successfully leading a high-performing team.
At least 5 years of direct management experience in social housing tenancy services.
Proficient in customer service, relationship management and dispute resolution.
Experience in collaborating with national organisations to deliver services.
Hands-on experience in specialised areas of tenancy management and a proven ability to lead and motivate staff towards excellence in customer service.
Competent in recording, reporting, and managing financial aspects of service delivery.
Responsibility for managing and delivering national specialty services.
Full Clean Driving Licence.
Competencies: Strategic Thinking & Change Manager Analysis & Planning Organisational skills Leadership & Coaching Communicating and Influencing Empathetic approach Results focussed Client Focus Commercial Orientation The closing date for applications is by close of business on Friday, 13th September 2024.
Skills: Tenant Services Leadership Financial Management Customer Service
