Business Support Coordinator – Oaklee

Company Information and Introduction

Job Title: Business Support Coordinator
Department: Asset Management and Property Services
Reports to: Admin Manager
Location: Dublin 8 / Hybrid, with two office days per week
Contract: Permanent, 37 hours per week
Salary Range: L4P1 EUR 57,756 to L4P5 EUR 64,568

Click here to apply

About Oaklee Housing

Oaklee Housing is a growing Approved Housing Body with responsibility for over 2,500 homes nationwide. Following deconsolidation from Choice Housing in 2023, the organisation is building strong internal capacity to support its next phase of growth. Oaklee plans to increase its housing portfolio by 40% by 2026, supported by sustained investment in people, systems, and data.

As an agile AHB, Oaklee offers staff opportunities to influence strategy and shape how services are delivered. Our work is guided by three core values:

• Agility – working flexibly across teams, responding quickly to need, and acting decisively.
• Empathy – being genuine and human, listening openly, and striving to do better.
• Ambition – focusing on expertise, innovation, continuous improvement, and learning from experience.

About the Asset Management and Property Services Functions

Asset Management leads asset and sustainability strategy, lifecycle planning, planned programmes, and compliance oversight. Property Services delivers responsive repairs, voids, cyclical maintenance, statutory servicing coordination, contractor interfaces, and operational support across schemes. Both functions depend on accurate records, disciplined system use, and reliable reporting, supported by ISO aligned document control and structured filing.

Role purpose

To provide pooled coordination and administrative support across the Asset Management and Property Services function.

The post reports to the Admin Manager, who leads the support function for the wider Property Services and Asset Management teams. Working with a substantial level of day-to-day autonomy within defined procedures and delegated limits, the postholder applies sector knowledge and specialist skills to coordinate assigned work, analyse service information, resolve routine and moderately complex issues, make decisions within authority and contribute to AMPS policies, procedures and controls.

Scope, accountability and judgement

• Work with limited day-to-day supervision within the priorities, service standards and authority parameters set by the Admin Manager.
• Independently organise, prioritise and progress assigned work, assessing its nature, urgency and administrative requirements and selecting the appropriate procedure, workflow and escalation route.
• Coordinate assigned activities from receipt to completion, bringing together input from residents, contractors, consultants, surveyors, technical officers, finance staff and managers.
• Analyse service, compliance, programme, contractor and financial information to identify trends, backlogs, recurring failures, data-quality issues, cost variances and emerging risks and recommend appropriate action.
• Make decisions within delegated limits, including sequencing work, applying approved service classifications and procurement routes, returning incomplete records, resolving routine discrepancies and confirming when administrative completion criteria have been met.
• Exercise judgement where procedures do not fully address the circumstances, drawing on relevant policy, sector knowledge, previous practice, service standards and available evidence.
• Remain accountable for the accuracy, quality, completeness and timely progression of assigned work and maintain clear decision records, audit trails and handovers in shared systems.
• Work across the full AMPS remit, provide complete cover for colleagues and handle personal, commercially sensitive, financial and property-safety information in line with data-protection and confidentiality requirements.

Key Responsibilities and Duties

Pooled service and workflow coordination

• Monitor shared mailboxes, telephone queues, work queues, schedules and trackers; create complete records, coordinate actions, track deadlines and provide clear updates.
• Take end-to-end ownership of work allocated from the pool and progress it to completion or formal escalation, applying judgement and maintaining an accurate audit trail.
• Analyse pooled workloads, identify capacity pressures, unallocated work and stalled cases and agree adjustments with colleagues to maintain service continuity.
• Apply quality checks, review records and reporting inputs and provide procedural guidance and peer support across the pooled team.
• Review and draft procedures, process maps, templates and controls; identify gaps or duplication and recommend amendments to the Admin Manager.
• Contribute operational evidence to policy and procedure reviews, implement approved changes and monitor their effectiveness in practice.
• Support the controlled transfer of activities from technical and operational posts by documenting the process, authority, required skills, controls and escalation route.

Repairs, tenants, complaints and engagement

• Provide agreed call-overflow support, capture complete property and contact details, identify vulnerability or access needs, apply approved repair priorities, raise orders within authority and refer emergencies or complex diagnosis promptly.
• Coordinate responsive repairs, voids and adaptations, including appointments, contractor instructions, no-access follow-up, resident updates, utilities, variations, completion records and cost information.
• Monitor outstanding actions and service delays and coordinate follow-up with the relevant contractor, officer or manager.
• Log and acknowledge complaints, maintain response dates, collate case histories, coordinate contributions, issue approved communications and track remedies. The role does not investigate or determine findings.
• Support resident surveys, consultation and accessible communications and refer welfare, safeguarding or tenancy-management concerns through the appropriate route.
• Coordinate RTB communications and tenancy changes where allocated and maintain access, key-management, out-of-hours and incident records.

Cyclical servicing and compliance administration

• Maintain schedules, registers, certificates and evidence for heating and gas, electrical safety, fire systems, lifts, water hygiene, asbestos actions, detectors, heat pumps, ventilation and other recurring services.
• Monitor due dates, coordinate appointments and access, record failed visits and follow up missing contractor returns, insurance, remedials, re-inspections and close-out evidence.
• Review contractor records for completeness, reconcile information across systems and investigate routine discrepancies.
• Identify overdue items, repeated no access, conflicting records, incomplete certificates and potentially high-risk exceptions and refer them promptly to the accountable manager.
• Prepare evidence packs, action logs, exception reports and status summaries for contractor meetings, internal assurance, AHBRA Standards assessments and audit.
• Collate and validate contractor performance and value-for-money information covering response, completion, repeat attendance, cost, service failure and evidence compliance.

Projects, planned investment, surveying and property onboarding

• Coordinate administrative support for planned investment, stock-condition and surveying programmes, including schedules, resident communications, access, procurement records, contractor information, cost trackers and progress returns.
• Monitor programme milestones, expenditure, actions and completion records and coordinate follow-up with surveyors, contractors and consultants.
• Collate property histories, drawings, photographs, certificates and reports; enter approved stock-condition, component, lifecycle and cost-library information and refer technical discrepancies to the professional owner.
• Coordinate new-home onboarding and handover records, including health and safety files, operation and maintenance manuals, commissioning evidence, warranties, keys, meters, snagging and defects-liability actions.
• Support taken-in-charge and new-scheme mobilisation by maintaining asset and service schedules, contractor contacts, first-service dates and operational handover actions.

Sustainability, finance, systems and governance

• Coordinate support for retrofit, BER, energy, grant and biodiversity workstreams through programme records, communications, appointments, access, contractor information, funding evidence and outcome trackers.
• Verify assigned energy bills and maintain BER orders, certificates, energy data, funding claims and associated records.
• Maintain approved budget trackers and record commitments, expenditure, accruals, forecasts and programme costs.
• Raise work and purchase orders, route invoices, maintain quotations and approvals and reconcile purchase orders, invoices, contractor returns, programme costs and budget records.
• Investigate routine discrepancies and provide accurate cost, commitment, accrual, forecast and variance information to budget holders and managers.
• Take ownership of the administrative coordination and progression of procurement activity within approved procedures, thresholds and delegated authority, from initial request through to purchase order or contract-file setup.
• Apply approved procurement routes and thresholds, coordinate quotations and tender documentation, maintain clarification and evaluation records, monitor approvals and timescales and return incomplete submissions for correction.
• Maintain a complete procurement audit trail and escalate exceptions. Technical specifications, tender scoring, supplier selection, expenditure approval, contract award and contractual decisions remain with authorised managers.

Systems, reporting and governance

• Maintain ActiveH, SharePoint and approved registers, applying completeness, reasonableness, naming convention versions, retention and access controls.
• Prepare and validate weekly and monthly repair, void, contractor, compliance, planned-work, financial and sustainability information for KPIs, dashboards and governance reporting.
• Analyse performance information, identify trends and exceptions and prepare concise findings, explanations and recommended actions for AMPS managers.
• Challenge missing, inconsistent or unsupported information and coordinate corrections before reports are submitted.
• Coordinate meetings, reporting papers, decisions and actions and contribute to audit, data cleansing, system change and service-improvement activity.

Key outputs and measures

• Shared queues, cases, programmes and trackers are current, complete and progressed within agreed standards.
• Work is distributed across the pooled team and does not depend on knowledge held by one individual.
• Routine and moderately complex matters are resolved within delegated limits, with decisions and escalation reasons clearly recorded.
• Compliance, financial and programme records pass quality checks with minimal avoidable rework.
• Data analysis identifies trends, exceptions and service risks and provides managers with evidence-based recommendations.
• Policies, procedures and controls reflect operational learning and approved changes are applied consistently across the pooled function.

Key Skills and Competencies

• NFQ Level 6 qualification in business administration, housing, property, finance or a related discipline, or substantial relevant experience in a comparable coordination role.
• Substantial experience in housing, property services, asset management, facilities management or another regulated and performance-led setting, with working knowledge of the Irish social and approved housing environment, AHBRA Standards and RTB requirements.
• Detailed working knowledge of the controls supporting repairs, compliance, planned works, sustainability, budgets, cost control and procurement coordination, together with sound data-protection awareness.
• Demonstrated ability to analyse operational, compliance, programme and financial information, reach evidence-based conclusions and recommend action, using advanced Excel and Microsoft 365; SharePoint, Power BI or ActiveH, or similar housing management systems, is desirable.
• Experience exercising independent judgement, making decisions within delegated limits, coordinating several parties, communicating clearly and reviewing or drafting procedures, process maps, templates and service controls.

Click here to apply