Social Housing jobs

Job title: Housing Services Manager

Department: Housing and Customer Services

Reports to: Head of Housing & Customer Services

Location: Brunel Building, Dublin 8 and Hybrid

Contract type: Permanent

Contract hours: 37 hours per week
Salary Range: Level 6 €85,000 - €99,309

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.

Job Purpose

The Housing Services Manager is responsible for strategic and operational management of high-quality tenancy and housing management services across Oaklee’s housing portfolio. They will ensure that services are tenant-focused, compliant with statutory and regulatory requirements, and aligned with Oaklee’s mission to change people's lives by providing them with secure and stable homes which enable them to live, thrive and prosper.

The role will oversee the delivery of tenancy management services to all residents, new business, voids and allocations, income management, resident engagement, anti-social behaviour, estate management, sheltered and supported housing, safeguarding, and customer services, while ensuring compliance with the regulatory and statutory framework in Ireland.

A key element of the role is leading, managing, and developing a high-performing Housing Services team through effective performance management, coaching, workforce planning, and continuous improvement.

Key Responsibilities:

Leadership and Management

• Provide strong leadership, direction, and operational management to the Housing Services team.
• Promote a positive, inclusive, and high-performing workplace culture.
• Lead, motivate, coach, and develop staff to achieve high levels of performance and professional growth.
• Oversee team performance through regular supervision, objective setting, performance reviews, and continuous feedback.
• Ensure appropriate staffing levels, workforce planning, succession planning, and effective resource allocation.
• Promote accountability, continuous improvement, and a culture of excellence across the team.
• Work collaboratively with colleagues across all Oaklee functions to drive change and improvements.
• Participate in leadership development programmes and undertake continuous professional development in housing and customer services.
• Support the work of the Head of Housing and Customer Services, deputising in their absence, as well as participating in SLT, Committee and external meetings as required.

Housing and Tenancy Management

• Lead the delivery of comprehensive tenancy management services throughout the organisation’s portfolio.
• Ensure tenancy management practices comply with relevant legislation, organisational policies and procedures, and regulatory requirements.
• Develop and implement policies, procedures, and service standards relating to tenancy management.
• Ensure effective management of:
• New business schemes
• Voids & Allocations
• Income recovery
• Tenancy sustainment
• Resident engagement
• Estate management
• Anti-social behaviour
• Monitor tenancy performance, arrears trends, void turnaround, resident satisfaction, service quality, etc.
• Ensure residents receive a responsive, professional, and person-centered housing management service.
• Promote sustainable tenancies through proactive intervention and partnership working.

Care & Support and Sheltered Housing

• Oversee the operational delivery of Care & Support services and Sheltered Housing schemes.
• Ensure services are delivered in accordance with organisational objectives, funding requirements, regulatory standards, and best practice.
• Work collaboratively with support providers, healthcare professionals, statutory agencies, and community organisations to ensure residents receive coordinated, person-centered services.
• Monitor service quality, outcomes, safeguarding, and resident wellbeing.
• Ensure vulnerable residents are supported to live independently while maintaining dignity, choice, and independence.
• Lead service development initiatives to improve quality, accessibility, and resident outcomes.

Resident Services and Customer Experience

• Champion a culture of excellent customer service across the Housing Services team.
• Support the development of resident engagement and participation initiatives that encourage meaningful involvement in service design and improvement.
• Ensure complaints, compliments, and feedback are managed effectively, using learning to improve service delivery.
• Promote equality, diversity, inclusion, and accessibility in all aspects of housing service delivery.

Safeguarding and Tenant Support

• Promote a person-centered approach to supporting vulnerable tenants.
• Ensure safeguarding concerns are identified, reported, and managed in accordance with organisational policies and statutory guidance.
• Develop effective partnerships with health, social care, and support providers to assist tenants in maintaining their tenancies.

Governance, Compliance and Risk

• Ensure compliance with:
• Residential Tenancies legislation
• Approved Housing Body Regulatory Authority (AHBRA) standards
• Housing regulations and guidance
• Health and Safety legislation
• Safeguarding requirements
• GDPR and Data Protection legislation
• Internal governance and policies
• Ensure robust risk management practices are implemented through Housing Services.
• Support internal and external audits and regulatory inspections.
• Maintain accurate records and reporting systems.

Performance and Service Improvement

• Analyse service data and produce regular performance reports for senior management.
• Use data and tenant feedback to drive continuous service improvement.
• Lead projects that improve operational efficiency and customer outcomes.
• Contribute to organisational strategic planning and business objectives.
• Identify opportunities for service innovation and continuous improvement.
• Lead cross-functional projects that improve resident services and operational efficiency.

Financial Management

• Manage Housing Services budgets effectively.
• Monitor expenditure and ensure value for money.
• Contribute to annual budget planning and forecasting.
• Ensure efficient use of organisational resources.

Partnership Working

Develop and maintain positive working relationships with:

• Local Authorities
• The Department of Housing, Local Government and Heritage
• Community and voluntary organisations
• Health and social care providers
• Contractors and service providers
• Resident representative groups
• Regulatory and funding stakeholders

Person Specification

Essential Qualifications

• Third-level qualification in Housing, Property Management, Social Care, Business Management or a related discipline.
• Relevant professional qualification or equivalent experience.

Essential Experience

• 5 years’ Housing Management experience within social housing, local authority housing, or an Approved Housing Body.
• 3 years’ management experience within social housing, local authority housing, an Approved Housing Body or related field.
• Experience managing tenancy management services.
• Experience overseeing Care & Support and/or Sheltered Housing services.
• Experience leading and managing multidisciplinary teams.
• Demonstrated success in performance management and developing high-performing teams.
• Experience implementing service improvements and managing operational performance.
• Experience working within a regulated environment.

Essential Knowledge

• Residential Tenancies legislation.
• Approved Housing Body Regulatory Framework.
• Housing management best practice.
• Governance and compliance requirements.
• Safeguarding and vulnerable adult services.
• Performance management methodologies.
• Risk management principles.
• Equality, diversity, and inclusion.

Essential Skills

• Strong leadership and people management skills.
• Excellent communication and interpersonal abilities.
• Strategic thinking with strong operational delivery skills.
• Ability to motivate, influence, and develop teams.
• Strong analytical and problem-solving skills.
• Excellent organisational and project management capabilities.
• Ability to manage competing priorities effectively.
• Strong report writing and presentation skills.
• Financial and budget management skills.
• High level of emotional intelligence and resilience.
• Driving license and use of a car

Core Competencies

• Leadership and Strategic Management
• Resident Focus
• Performance Management
• People Development
• Service Excellence
• Collaboration and Partnership Working
• Governance and Compliance
• Decision Making
• Continuous Improvement
• Communication and Influencing
• Accountability and Integrity

Equal Opportunities

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 – 28 days per annum plus 2 company days
• 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

Pay: €85,000.00-€99,309.00 per year

Benefits:

• Company pension
• Employee assistance program
• Sick pay

Work Location: Hybrid remote in Dublin, County Dublin