Housing Advice Centre Manager at Clúid Housing

Ireland, England, United Kingdom -

Full Time

Start Date

Immediate

Expiry Date

27 Aug, 26

Salary

78684.0

Posted On

29 May, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Leadership, Team Management, Performance Management, Service Design, KPI Monitoring, Workforce Planning, CRM Systems, Telephony Platforms, Governance, Compliance, Stakeholder Engagement, Complaint Resolution, Operational Excellence, Resident Experience, Process Improvement, Resource Allocation

Industry

Non-profit Organizations

Description

Role Overview Position: Housing Advice Centre Manager Reporting to: Head of Operational Excellence Location: Dublin 1, (Hybrid) Contract type: Permanent Salary: €57,224 - €78,684 Role Overview The Housing Advice Centre (HAC) Manager leads and develops the organisation’s primary contact service for residents, stakeholders, and the public. This role is accountable for delivering a high-quality, resident-centred service across all contact channels, ensuring strong operational performance, clear governance, and continuous improvement. The role combines day-to-day operational leadership with ownership of service design, performance management, and the ongoing evolution of the HAC operating model. The HAC Manager plays a key role in driving consistency, responsiveness, and efficiency across service delivery, ensuring alignment with organisational priorities and regulatory requirements. Key Responsibilities Leadership & Team Management Provide clear leadership, direction and support to HAC Team Leaders and staff, setting consistent expectations for service quality and performance. Lead, coach and develop team capability, ensuring resilience, knowledge and continuous professional development. Manage workforce planning, rostering and resource allocation to meet service demand effectively. Foster a high-performance culture grounded in accountability, collaboration and outcomes. Operational Service Delivery Lead the day-to-day operations of the Housing Advice Centre, ensuring effective delivery across all contact channels. Ensure appropriate staffing levels, tools and systems are in place to support consistent, high-quality service delivery. Drive first point of contact resolution and reduce unnecessary hand-offs across the business. Maintain clear service standards and ensure consistent application across all HAC activities. Resident-Centred Service Lead the delivery of a resident-focused, accessible and responsive service experience. Embed the resident voice into service design, using feedback to inform continuous improvement. Ensure the HAC service offer is clearly understood across the organisation to support end-to-end service delivery. Support initiatives that enhance omni-channel service delivery, including telephony, CRM and digital solutions. Performance & Reporting Lead the delivery of HAC performance against agreed KPIs and service standards Monitor performance trends, identify risks and implement corrective actions. Develop and present regular performance reporting and insights to senior management. Continuously improve data quality, performance visibility and reporting capability. Service Development & Continuous Improvement Lead the ongoing development of the HAC service offer, ensuring it evolves to meet organisational and resident needs. Identify and implement process improvements to enhance efficiency, service quality and compliance. Work cross-functionally to improve end-to-end service delivery and eliminate inefficiencies. Governance, Process & Compliance Ensure all HAC activities operate in line with organisational policies, procedures and regulatory requirements. Maintain clear and up-to-date process documentation and standard operating procedures. Monitor compliance and ensure audit readiness across all service areas. Contribute to the development and consistent application of HAC governance frameworks. Stakeholder & Cross-Functional Engagement Build strong working relationships across Operations and support functions to ensure a joined-up approach to service delivery. Act as the primary point of contact for HAC-related matters with internal and external stakeholders. Influence service improvements through collaboration with senior leaders and teams across the organisation. Complaints & Resident Voice Ensure effective handling and resolution of complaints within the HAC remit in line with organisational policy. Take ownership of learning and improvement actions arising from complaints and feedback. Promote a culture where feedback is actively sought and used to improve service delivery. 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 Essential: Ability to support, develop, and empower team members to deliver high-quality, resident-focused service Experience/Qualifications Essential: Experience leading teams in customer service, contact centre, or operational environments Experience managing performance, including use of KPIs or other measures of success Experience contributing to service improvements and enhancing operational effectiveness Awareness of governance, compliance, and process management within a service setting Experience using service delivery tools (e.g. CRM systems, telephony platforms, workforce management tools) Desirable: Experience working in the housing sector About us Clúid is at the forefront of providing affordable, quality housing in Ireland, with a vision to create communities where everyone has a great place to live. We're looking for talented individuals passionate about making a tangible impact in people's lives and eager to contribute to social change. Why Choose Clúid? At Clúid, we believe that success is achieved through our dedicated and passionate team. Working with us, you'll enjoy: 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, 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 Gold Award from Investors for Diversity.

Responsibilities

Lead and develop the Housing Advice Centre to provide high-quality, resident-centered service across all contact channels. Manage operational performance, service design, and governance while driving continuous improvement and efficiency.