Housing Advice Centre Manager

• Position: Housing Advice Centre Manager
• Reporting to: Head of Operational Excellence
• Location: Dublin 1, (Hybrid)
• Contract type: Permanent
• Salary: €57,224 – €78,684

 
Role Overview
The Housing Advice Centre (HAC) Manager leads and develops the organisation’s primary contact service for residents, stakeholders, and the public. This role is accountable for delivering a high-quality, resident-centred service across all contact channels, ensuring strong operational performance, clear governance, and continuous improvement. The role combines day-to-day operational leadership with ownership of service design, performance management, and the ongoing evolution of the HAC operating model.
 
The HAC Manager plays a key role in driving consistency, responsiveness, and efficiency across service delivery, ensuring alignment with organisational priorities and regulatory requirements.

• Provide clear leadership, direction and support to HAC Team Leaders and staff, setting consistent expectations for service quality and performance. 
• Lead, coach and develop team capability, ensuring resilience, knowledge and continuous professional development. 
• Manage workforce planning, rostering and resource allocation to meet service demand effectively. 
• Foster a high-performance culture grounded in accountability, collaboration and outcomes. 

 Operational Service Delivery

• Lead the day-to-day operations of the Housing Advice Centre, ensuring effective delivery across all contact channels. 
• Ensure appropriate staffing levels, tools and systems are in place to support consistent, high-quality service delivery. 
• Drive first point of contact resolution and reduce unnecessary hand-offs across the business. 
• Maintain clear service standards and ensure consistent application across all HAC activities.  

Resident-Centred Service

• Lead the delivery of a resident-focused, accessible and responsive service experience. 
• Embed the resident voice into service design, using feedback to inform continuous improvement. 
• Ensure the HAC service offer is clearly understood across the organisation to support end-to-end service delivery. 
• Support initiatives that enhance omni-channel service delivery, including telephony, CRM and digital solutions. 

Performance & Reporting

• Lead the delivery of HAC performance against agreed KPIs and service standards
• Monitor performance trends, identify risks and implement corrective actions. 
• Develop and present regular performance reporting and insights to senior management. 
• Continuously improve data quality, performance visibility and reporting capability. 

Service Development & Continuous Improvement

• Lead the ongoing development of the HAC service offer, ensuring it evolves to meet organisational and resident needs. 
• Identify and implement process improvements to enhance efficiency, service quality and compliance. 
• Work cross-functionally to improve end-to-end service delivery and eliminate inefficiencies. 

Governance, Process & Compliance

• Ensure all HAC activities operate in line with organisational policies, procedures and regulatory requirements. 
• Maintain clear and up-to-date process documentation and standard operating procedures. 
• Monitor compliance and ensure audit readiness across all service areas. 
• Contribute to the development and consistent application of HAC governance frameworks. 

Stakeholder & Cross-Functional Engagement

• Build strong working relationships across Operations and support functions to ensure a joined-up approach to service delivery. 
• Act as the primary point of contact for HAC-related matters with internal and external stakeholders. 
• Influence service improvements through collaboration with senior leaders and teams across the organisation. 

Complaints & Resident Voice

• Ensure effective handling and resolution of complaints within the HAC remit in line with organisational policy. 
• Take ownership of learning and improvement actions arising from complaints and feedback. 
• Promote a culture where feedback is actively sought and used to improve service delivery.

Corporate Responsibilities

• Ensure all activity is aligned to Clúid’s values and contributes to the mission of supporting the development of thriving communities
• Adhere to all Clúid policies and procedures at all times
• To exercise discretion at all times
• Demonstrate high standards regarding both Clúid’s and your own wellbeing, health and safety requirements

• Ability to support, develop, and empower team members to deliver high-quality, resident-focused service

• Experience leading teams in customer service, contact centre, or operational environments 
• Experience managing performance, including use of KPIs or other measures of success 
• Experience contributing to service improvements and enhancing operational effectiveness 
• Awareness of governance, compliance, and process management within a service setting 
• Experience using service delivery tools (e.g. CRM systems, telephony platforms, workforce management tools)

Desirable:

• Experience working in the housing sector