Role Overview

• Position: Housing Advice Centre Team Leader
• Reporting to: Housing Advice Centre Manager
• Location: (Hybrid): 159-161 Upper Sheriff Street, Dublin 1/Hybrid 
• Contract type: Permanent 
• Salary: €45,830 - €63,017

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, 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.

Housing Advice Centre Team Leader 
Supports the management of the Housing Advice Centre, its processes and staff operations in real time to ensure excellent resident service delivery. Supporting the continuous improvement and development of the Housing Advice Centre team and services.

Key Responsibilities

• Lead a team of HAC Advisors
• Resident Experience
• Service Delivery and Development
• Monitor HAC Performance
• Systems Management

Lead the HAC Team 

• Provide leadership, coaching, training, and mentoring to a team of Housing Advisors, enabling them to provide an excellent, professional service.
• Ensure all queries are responded to within timescales.
• Support the HAC Manager to manage the daily operations of the Housing Advice Centre, ensuring appropriate staffing levels, roster management, contract performance, and budget management.
• Continually review the resources, tools and aids to support staff in their work, including IT and telephony systems to ensure Clúid residents, staff and other stakeholders receive excellent levels of service that meet our vision and mission.

Resident Experience 

• Support the development and implementation of a resident-focused approach to responding to residents across a range of contact channels, which strives to deliver an excellent resident experience and maximise first point of contact resolution.
• Support the team through targeted training and development to build knowledge in all areas and develop expertise enabling them to work towards first contact resolution.
• Help to ensure that the resident experience from the Housing Advice Centre is understood across the business to support all services.

Service Delivery and Development 

• Supervise the flow of incoming work to ensure the effective management of all resident contact channels in line with service standards.
• Act as a point of escalation as required for complex enquiries, including where necessary service complaints.
• Work with the Housing Advice Centre Manager and the wider leadership team in Operations to explore and widen the opportunities which could be delivered by the Housing Advice Centre e.g. low-level arrears management, scheduling repairs, first resolution for a number of resident queries.

Monitor HAC Performance 

• Support the HAC Manager in the monitoring of the Housing Advice Centre’s performance, analysing daily and weekly operational reports to identify trends.
• Schedule audits of service delivery to improve the quality of interactions, to measure adherence to policy and deliver a high-quality service.
• Notify the Housing Advice Centre Manager of any issues with business partners that may impact on Clúid’s ability to deliver services.

Systems Management 

• Continuously monitor the effectiveness of the Housing Advice Centre systems, reporting any problems and liaising with IT on technology related Housing Advice Centre issues.
• Work closely with the HAC Manager and colleagues to support the implementation of new system and system updates to enhance our customer and staff experiences.
• Contribute and support key IT projects designed to improve and increase multi and omni channel management, call routing and AI technologies to enhance the resident experience.

Complaints and Resident Voice 

• Actively seek out and recognise the Resident Voice as an authority on our services.
• Work with team members, management across Operations and the Complaints Manager as required to effectively resolve complaints relating to the service area in line with Clúid’s complaints policy.
• Take ownership of any remedial actions or improvement commitments identified through service complaints to drive continuous improvement.

Person Specification

• Experience within the social housing or housing management sector.
• Experience in manpower planning, workforce planning or resource scheduling.
• Experience managing real-time service levels in a contact centre environment.
• Experience implementing telephony, CRM, RMS or omni-channel service solutions.
• Experience supporting AI, digital transformation or customer service technology projects.
• Knowledge of workforce management and forecasting techniques.
• Knowledge of contact centre multi-channel technologies.
• Advanced reporting and service analytics capability.

Experience/Qualifications

• Minimum 3 years’ experience in customer service delivery and improvement within, property, facilities, housing or building maintenance environments.
• Experience leading, supervising or supporting a customer service, contact centre or operational team.
• Experience managing high-volume customer enquiries across multiple channels.
• Experience handling and resolving complaints and escalated customer issues.
• Experience supporting service improvements, operational change initiatives or process improvement projects.
• Experience monitoring team performance and working to service standards, KPIs or service level agreements.
• Team player with a collaborative approach and the ability to adapt and lead through change.

Knowledge, Skills & Attributes

• Excellent communication skills, including verbal, written, report writing and presentation skills.
• Strong leadership, coaching, staff development and people management skills.
• Good knowledge of IT systems, including Outlook, Word, Excel, PowerPoint and CRM/RMS systems.
• Ability to analyse operational data, collate reports and identify trends to support service improvement.
• Excellent organisational and time management skills.
• Strong influencing, negotiation and problem-solving skills.
• Resident-focused approach with a commitment to good listening, resident care and exceeding customer expectations.