Complaints Resolution jobs

Job Title: Housing Officer
Department: Housing & Customer Services
Reports to: Senior Housing Officer
Location: Dublin Head Office (Brunel Building, Dublin 8) and Hybrid

Contract type: Permanent

Contract hours: 37 hours per week
Salary Range: €57,756 - €64,568

Travel: The post requires a full, valid driving license

Reporting to Job Holder: Scheme Coordinators, Cleaning Staff and Administration Staff based in housing developments and offices.

About Oaklee

Oaklee 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.

Oaklee is an equal opportunities employer. We welcome applications from suitably qualified candidates regardless of gender, civil status, family status, sexual orientation, religion, age, disability, race, or membership of the Traveller community.

What We Offer

In addition to our excellent terms and conditions, we offer a positive and supportive working environment with a strong team culture, good humour, and a genuine commitment to work life balance. As a growing organisation, Oaklee provides opportunities to shape services, develop professionally and progress your career while working within a collaborative and people focused workplace.

Our benefits include:

Hybrid working arrangement – two days per week based in the office, supporting work life balance

Competitive defined salary ranges, with annual discretionary salary reviews

Generous annual leave entitlement – 22 days per annum

Employer pension contribution – defined contributions of up to 7%

Permanent Health Insurance (income protection)

Death in service benefit – cover equivalent to three times annual salary

Employee Assistance Programme – confidential wellbeing and support services

Mileage allowance – paid at a fixed rate for business travel

Key Responsibilities and Duties:

Housing Officers plays a pivotal role in delivering high-quality housing management services across Oaklee developments, ensuring safe, sustainable, and well-managed communities for residents. The post holder is responsible for estate and tenancy management, lettings, rent account management, community development, resident engagement, contractor oversight, and regulatory compliance. Working closely with residents, local authorities, statutory agencies, contractors, and internal teams.

Housing Officers promote tenancy sustainment, addresses tenancy breaches and anti-social behaviour, supports community integration, and contributes to the effective delivery of housing services in line with organisational policies and objectives.

Key Competencies:

Housing & Tenancy Management

Sound knowledge of housing management practices, tenancy sustainment, allocations, and tenancy enforcement.

Estate Management

Ability to manage developments effectively, conduct inspections, and address estate-related issues proactively.

Resident Engagement & Community Development

Proven ability to build relationships with residents, encourage participation, and support community initiatives.

Anti-Social Behaviour Management

Experience investigating complaints, managing tenancy breaches, and working with relevant agencies to resolve issues.

Rent & Arrears Management

Ability to monitor rent accounts, manage arrears cases, and support income collection objectives.

Leadership & Staff Supervision

Experience providing guidance, support, and supervision to staff, contractors, and service providers.

Partnership Working

Ability to develop productive working relationships with local authorities, Gardaí, community organisations, solicitors, and other stakeholders.

Communication & Negotiation Skills

Strong interpersonal, influencing, conflict resolution, and report-writing skills.

Compliance & Governance

Understanding of health and safety requirements, RTB processes, legal compliance, and housing policies.

Planning, Organisation & Digital Skills

Ability to manage competing priorities, maintain accurate records, produce reports, and utilise housing management systems effectively.

Key Responsibilities:

Estate Management

• Manage designated developments in accordance with Oaklee and Local Authority Estate Management Policies and Procedures.
• Conduct regular estate inspections, complete all required documentation, and identify opportunities for improvement.
• Undertake Health and Safety inspections and ensure any concerns are addressed appropriately.
• Investigate and respond to resident complaints, nuisance reports, and estate management issues.
• Manage anti-social behaviour, tenancy breaches, and neighbour disputes in line with organisational policies and relevant legislation.
• Record and investigate incidents of property damage, ensuring appropriate reporting to An Garda Síochána and other relevant agencies.
• Work collaboratively with Community Gardaí, Garda Drugs Units, statutory agencies, community organisations, and local stakeholders to promote safe and sustainable communities.
• Prepare case files, witness statements, and supporting documentation for cases progressing to the Residential Tenancies Board (RTB) or court proceedings.
• Attend RTB hearings and court proceedings as required.
• Maintain accurate, up-to-date records relating to estates, tenancies, incidents, and enforcement actions.

Community Development and Resident Engagement

• Support residents to establish and maintain effective resident participation structures in partnership with the Tenant Engagement Officer.
• Encourage resident involvement and community participation to strengthen community cohesion and integration.
• Build and maintain relationships with local community groups and agencies to support residents and promote inclusion.
• Signpost residents to external support services and agencies where appropriate.
• Assist in the planning and delivery of pre-tenancy training and resident engagement initiatives.
• Represent Oaklee at Tenant Forum, Residents' Committee, and community meetings.

Staff and Contractor Supervision

• Support the recruitment, induction, and development of new staff in conjunction with the Housing Services Manager and Human Resources Department.
• Provide day-to-day supervision, guidance, and support to assigned staff members.
• Assist with the training and development of colleagues to ensure consistent service delivery.
• Monitor the performance of contractors operating within managed developments and escalate concerns where necessary.
• Foster a positive, collaborative, and customer-focused working environment.

4. Lettings and Allocations

• Manage void properties, allocations, and tenancy commencements in accordance with organisational policies, Local Authority requirements, and PPP obligations where applicable.
• Develop and maintain effective working relationships with Local Authorities regarding nominations and allocations.
• Complete all pre-tenancy assessments, documentation, and tenant induction requirements.
• Arrange property viewings and provide prospective tenants with information regarding tenancy agreements, rights, and responsibilities.
• Advise applicants on housing options and support services as appropriate.
• Complete tenancy sign-ups and ensure accurate communication of tenancy commencements and terminations to relevant departments.
• Monitor and report on void performance and allocations activity.

Rent and Income Management

• Manage rent accounts using Oaklee's housing management systems and in accordance with Arrears Management Policies and Procedures.
• Ensure rent reassessments and changes in tenant circumstances are processed and communicated appropriately.
• Provide advice and guidance to tenants regarding rent assessments and charges.
• Complete annual rent reviews for an assigned portfolio.
• Proactively manage rent arrears and credit balances, implementing early intervention and recovery actions where required.
• Prepare case files and liaise with solicitors on arrears cases progressing to RTB or court action.
• Produce regular arrears and income management reports for management.
• Represent Oaklee at RTB hearings and District Court proceedings relating to rent and tenancy matters.

Housing Management and Administration

• Maintain accurate housing management records and tenant files using designated IT systems.
• Contribute to policy development, service reviews, and continuous improvement initiatives.
• Prepare management reports and provide performance information as required.
• Ensure all tenancy, housing management, and property records are maintained to a high standard.
• Certify contractor invoices and support procurement activities where required.
• Assist with the preparation of tender documentation and service specifications.
• Support the management of other Oaklee housing portfolios, including PPP and Cost Rental developments as required.

Out-of-Hours and Emergency Response

• Act as a designated key holder and respond to alarm activations and emergency situations.
• Coordinate with Emergency Services, contractors, residents, and colleagues to ensure an effective response to incidents.
• Support business continuity and emergency response arrangements as required.

8. Management Company Liaison

• Represent Oaklee at Management Company Annual General Meetings and regular board meetings.
• Assist in the development and agreement of annual service charge budgets.
• Represent Oaklee as a Director on Management Company Boards where required.
• Ensure Management Companies operate in compliance with statutory and Companies Registration Office requirements.

General Responsibilities

• Participate in training, professional development, and continuous learning relevant to the role.
• Adhere to and promote Oaklee's policies, procedures, and values at all times.
• Actively support and implement Health and Safety requirements and best practice.
• Promote a resident-focused culture and a positive image of Oaklee.
• Maintain the highest standards of professionalism, integrity, and confidentiality.
• Undertake any other duties commensurate with the level and responsibilities of the post.

Key Skills and Competencies:

Educational Qualifications Essential:

• Third-level qualification in Housing, Property Management, Community Development, Social Sciences, Business, Public Administration or a related field.
• Proficient in Microsoft Office applications and housing management systems.

Educational Qualifications Desirable:

• Professional qualification in Housing Management or Property Services.
• PRSA Licence.
• Relevant Health & Safety qualification.
• Mediation or Conflict Resolution training.

Experience Essential:

• Minimum 3 years' experience in housing management, tenancy management, estate management, community development, or a related field.
• Experience managing rent accounts, arrears and tenancy sustainment cases.
• Experience dealing with anti-social behaviour, tenancy breaches, complaints and dispute resolution.
• Experience managing allocations, voids and lettings processes.
• Experience working directly with residents and community stakeholders.

Desirable Experience:

• Experience supervising staff, contractors or service providers.
• Experience representing an organisation at RTB hearings, court proceedings or formal legal processes.
• Experience within the Approved Housing Body (AHB), Local Authority or social housing sector.
• Experience of PPP, Cost Rental or mixed-tenure housing schemes.
• Experience serving on Management Company Boards or committees.

Specialist Knowledge Essential:

• Knowledge of housing management principles and tenancy law.
• Understanding of estate management and community development practices.
• Knowledge of rent assessment, arrears management and tenancy sustainment approaches.
• Understanding of Health & Safety requirements relevant to housing management.
• Knowledge of the Residential Tenancies Act and RTB processes.

Desirable Specialist Knowledge

• Knowledge of social housing allocations and nomination processes.
• Understanding of Management Company governance and service charge budgeting.
• Knowledge of procurement and contractor management processes.
• Awareness of current housing policy and regulatory developments.

Essential Skills & Aptitudes

• Excellent verbal and written communication skills.
• Strong interpersonal and relationship-building skills.
• Ability to influence, negotiate and resolve conflict effectively.
• Strong organisational and time-management skills.
• Ability to manage a diverse workload and competing priorities.
• Strong report writing, record keeping and case management skills.
• IT proficiency and ability to maintain accurate electronic records.
• Sound judgement and decision-making skills.
• Ability to work independently and use initiative.

Desirable Skills & Aptitude

• Presentation and facilitation skills.
• Data analysis and report interpretation skills.
• Project coordination or service improvement experience.

Essential Personal Attributes

• Resident-focused and customer-centred approach.
• Professional, ethical and confidential in all aspects of work.
• Resilient and confident in managing challenging situations.
• Committed to equality, inclusion and community development.
• Flexible and adaptable approach to work.
• Strong team player with a collaborative working style.
• Demonstrated commitment to continuous professional development.
• Experience promoting resident engagement and community participation initiatives.

Essential Circumstances

• Full, clean driving licence and access to transport suitable for the requirements of the role.
• Willingness to travel and attend developments across the portfolio.
• Ability to participate in out-of-hours emergency response arrangements when required.

Desirable:

• Access to a vehicle for business use.

Pay: €57,756.00-€64,568.00 per year

Work Location: Hybrid remote in Dublin, County Dublin