Job Title: Senior Housing Officer [Code: 1052298]
Location: Lower Ground Floor, Brunel Building, Heuston South Quarter, Saint John’s Road West, Dublin 8 D08 X0IF
Salary: 63594
Contract Type: Permanent full-time
Annual Leave: 22 days
Hours per Week: 37
For further details and to apply please click here.
Closing date: Tuesday 01st April 2025 at 12noon
ABOUT US:
Who we are:
We were established in 2001 with a strong social purpose, a charitable ‘not for profit’ status and we continue to work to play a significant role in delivering much needed housing against a backdrop of the current housing crisis. We are driven by our mission to change people’s lives by providing them with secure and stable homes which enables them to live, thrive and prosper
OUR MISSION To change people’s lives by providing them with secure and stable homes which enables them to live, thrive and prosper. We do this by creating more sustainable and inclusive futures for people and communities through great housing.
The Oaklee Way
We Work with AGILITY
We have the ability to understand what’s needed & move quickly. We work together as a flexible, multi-skilled and experienced team. We listen to the needs of our residents and put these first, always. We all play our part and together we are stronger and achieve more.
Providing homes can be complex and requires good teamwork and collaboration to arrive at the best solutions.
Being agile demands that we act with bravery and courage to achieve the best possible result.
We work with EMPATHY
We are genuine. We are human. We see the whole customer. We care greatly about what we do. We know the positive difference our work can have on the health, wellbeing, and lives of our residents and on society in general.
This awareness drives all of us and ensures everyone in Oaklee is heard and that their voice is valued and respected.
We take time with each other, our partners, and residents to really listen and to be open and honest in our response.
We act with integrity. We challenge the status quo in our organisation and in our sector and always seek to do better.
We work with AMBITION
We are experts. We are innovators. We strive to achieve more. We strive for continual improvement. Every part of our organisation is important, and it is the combination of diverse skills, experiences and views that make us stronger and better.
Our progress and delivery of our ambitions for growth demands change and we’re bold and brave enough to try new and different approaches. Well thought out and calculated risks can lead to great results.
We celebrate and share our successes. We learn from what didn’t work and believe that not to try is the biggest failure. We take pride in the work we do and are motivated to try harder by the positive changes we can see in the lives of our residents and communities.
We believe that providing homes means that our residents and partners can be ambitious and prosper too.
PURPOSE, ACCOUNTABILITIES AND SCOPE
To provide excellent customer centred tenancy management to a diverse range of customers, in a non-judgemental and flexible way ensuring the varying needs of customers, including those most vulnerable are met. To work closely with a range of stakeholders & key partners in both assisting tenants to maintain their tenancies, as well as taking enforcement action where necessary. To maintain clean and green estates, to encourage community relations and to promote responsible tenancy conduct for the benefit of all tenants
The goals for this role are:
Line manage team of Housing Officers
- Line manage to include leading/ mentoring/ guiding Housing Officers within Oaklee Housing Team.
- To act as a potential sounding board to other Officers on how to handle serious housing management cases.
- Ensure all service objectives and Key Performance Indicators for the team are met to required standards.
- Progress all service issues to conclusion including all issues of ASB and maintain high standards of estate services and environment.
Customer Service
- Ensure Customer service and quality standards for the team are met.
- Act as an advocate alongside residents for change in their community when dealing with the external agencies.
- Oversee annual tenant satisfaction survey, monitoring, actioning, and reporting on service delivery.
- Oversee customer service centre relations and support service centre team.
- Support the effective development, review, and implementation of policy on housing services including assessments, voids, allocations, ASB and all other relevant areas of tenant services.
Care & Support Services
- Strategic engagement with sector partners and assist with the identification of new Joint Management Partnerships (JMPs) & Service Level Agreements (SLAs).
- Provide Support to Development team regarding new JMP’s, SLAs or Sheltered Housing.
- Support Housing Services Manager, Scheme Co Ordinators, Housing Officers, Property Asset Officers, and Director of Operational performance in providing guidance in care and support services.
- Quarterly site inspections with Housing Officer and Property Asset Officers.
- Annual review of all policies and procedures related to Care & Support Services, Safeguarding Vulnerable Adults & Child Protection.
Manage tenancies / estates and deal with ASB
- To promote safe, peaceful, and pleasing environments for all our tenants to live in, by carrying out regular community meetings with Tenant Engagement officers and having regular contact with tenants.
- To provide advice and support to Housing Officers, Community Development officers, relating to ASB matters.
- To take a proactive approach towards developing and maintaining strong working relationships with a range of key stakeholders, in resolving ASB cases.
- To ensure that the appropriate action is taken in relation to any breaches of tenancy conditions in respect of anti-social behaviour, neighbour nuisance, racial harassment, domestic violence, and general complaints.
- Where applicable to investigate and prepare cases and represent the organisation at the Residential Tenancies Board/Court including liaising with our solicitor if the case is complex.
Income recovery
- To monitor the payment of rent with the Income Recovery Officer through weekly reporting and taking prompt and appropriate recovery action in accordance with Oaklee’s policies and procedures.
- Oversee the roll out and completion of the annual rent review.
- To provide accurate and regular reports on arrears to Finance and Management.
- To promote financial inclusion/income maximisation with tenants.
Effective collaboration and teamwork
- To work closely with Property, Finance, Development, Services Contact Centre teams and other relevant Group functions such as Asset Management and Compliance, to ensure smooth delivery of all housing services to tenants.
- To ensure that any complaints regarding housing are resolved swiftly and satisfactorily in partnership with the Property Services Team or any other relevant persons.
- To produce a monthly report on all housing management issues and key performance indicators.
- To make recommendations to the Property Services Team regarding properties for inclusion in special projects, and to liaise with both residents and the Property Services Team to ensure that these are effectively delivered and meet resident’s needs.
Represent Oaklee Housing with independent management companies
- To represent Oaklee Housing at Management Companies AGM and quarterly meetings.
- To represent our tenants to the Management Companies and ensure their views are taken into account when considering the running of estate and communal services.
CORPORATE RESPONSIBILITIES, applicable to all employees:
Strategy I help develop and deliver the right strategic priorities to achieve our strategic aims.
Health & Safety I take personal responsibility to ensure that I and my team abide by the relevant legislation, the organisation’s H&S systems and common sense so that I, the public, my colleagues, customers, and partners are safe and secure at all times.
Diversity, Respect & Equal Opportunities I will work within the Company’s Equality & Diversity and People Management Policies and ensure that these are complied with throughout all activities within the scope of this role to ensure the highest standards of customer care.
Internal/external communications I will make sure that communication with and from my team is effective and supportive to all. That it promotes our work with various audiences and reflects and supports our Purpose, Mission, Values, and our strategic aims.
Performance & Data Management I will always seek to understand whether we are achieving our required outcomes, efficiently and with great customer experience and plan and deliver improvement and growth were identified through managed change programmes.
Procure / Supplier Management I will compliantly deliver Value for Money services. I will make sure my team abides by the procurement rules and systems and make sure that any procurement required achieves the right outcomes data analysis / management – I will ensure that information is available at the right time and in the right format to deliver and improve services. I will coordinate the right data, with the right analysis to make sure that my service area outcomes and improvement actions are maximised. Use data to show the outcomes of strategic and operational change management.
Key Skills and Competencies:
PERSON SPECIFICATION
Education, experience, knowledge, skills & personal attributes Required for this job:
Education
- A minimum of third level education in a related subject and 2 years’ experience in Housing OR a minimum of 3 years’ experience working within estate management within the last 5 years.
- Professional qualification with the Chartered Institute of Housing or equivalent. (desirable)
- PRSA Licence (desirable)
Experience
- 2/3 years’ experience within Estate Management (see education section)
- At least 1 year of line management/supervisory experience
- Experience of service provision for people with mental health difficulties, people with learning difficulties and/or older people and people with dementia (desirable)
Technical Skills
- High level of skills on Microsoft Office including Word, Excel and Outlook
- High standard of both verbal and written communication skills
- Possess a full current driving licence and access to a car
Knowledge
- An understanding and appreciation of the Social Housing environment and our tenants’ needs.
- A working knowledge of health and safety regulations.
- Working knowledge of the regulatory framework for tenancy management.
Personal Attributes
- Sensitivity and confidentiality
- Ability to meet demanding deadlines and manage resources through high demand periods.
- An ability to prioritise tasks and situations and organise own work.
- Strong problem-solving skills and clear decision making
- A passion for delivering a customer centred service
- Relationship building skills
- Empathy and listening skills
Competency Framework
Oaklee’s Competency Framework represents ‘the way we do things’ – The Oaklee Way. Our framework encourages us all to display the behaviours that enable us to provide a high-class service. It binds us together across the organisation, and helps maximise our talent, resources, and collective business performance. Further details supplied upon request.
- Manages Performance to Deliver Results Communicates Effectively
- Delivers Service Improvements and is Customer- Focussed Values Others
- Develops Self and Others
- Works Effectively as part of a Team
- Role Specific Competencies – which will be agreed with your manager
Please note, Oaklee reserves the right to create a reserve list following the interview process. The panel may enhance the criteria in order to facilitate short-listing.
Oaklee is an Equal Opportunities Employer.