Head of Customer Services

On Application
21 October 2016
11 November 2016
Position / level
Department Head
Contract Type
Full Time

Co-operative Housing Ireland is one of Ireland’s leading Approved Housing Bodies and a key national voice for the cooperative movement. Since our foundation in 1973, the Society has provided over 5,000 homes, continues to manage 2,000 rental homes across Ireland, and has ambitious plans for growth in the coming years.

The Society is now seeking applications from suitably qualified and
experienced people to fill the following newly created position as part of a
new structure to deliver enhanced growth:

Main purpose of Role

Ensure maximum efficiency in the delivery and standard of service to Co-operative Housing Ireland’s (CHI) service users – co-operative members, tenants, homeowners, local communities, and families using our the childcare services. This role will make a significant contribution to the future growth of Co-operative Housing Ireland.

The position is within the Executive Management Team (EMT) reporting directly to the Chief Executive Officer.

The following is a summary of the key responsibilities:

 Lead the delivery of an efficient and effective customer services function ensuring the provision of high quality services and value for money in all areas of member/tenant care.

 Management of the Customer Services budget.

 Management of allocations and lettings of new developments including delivery of intensive member/tenant training.

 Responsibility for overall management of CHI estates.

 Management of individual tenancy agreements and estate maintenance.  Responsibility for income and arrears management.

 Identify and implement relevant metrics to track operational factors like activity, reliability, quality etc.

 Provision of assurance to the Board via the CEO and Executive Management Team on accountability, quality and consistency in the delivery of housing and support services, through proactive leadership and support to the EMT.

 Management and development of Childcare Services.

 Contribute to the achievement of CHI’s strategic objectives.

 Any other duties within the general requirements of the above that may be assigned by the Chief Executive from time-to-time as appropriate to the position.

Education, Experience and Knowledge Essential

 Appropriate 3 rd Level qualification.

 Experience in developing and managing high performing teams.

 Proven knowledge and experience in the provision of Customer Service.

 Leadership, including talent development and coaching.

 Strong customer facing experience and skills

 Highly developed negotiation skills.  The ability to effect organisational change.

 Good communication skills, both written and verbal and confidence in dealing with internal and external stakeholders.

 The capacity to act strategically to achieve CHI’s objectives. Desirable

 Experience within the social housing sector.

 Business Process Improvement training/experience Experience

 5+ years senior management experience

How to Apply

Please submit a CV and cover letter demonstrating your suitability for the role by clicking APPLY, including the role title and reference code in the subject line.

Closing date for receipt of applications is 12 noon on Friday 11th November 2016.

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