Housing Practice & Letting Officer

Dublin, County Dublin
Permanent
€35,800 - €53,700 per annum

Circle Voluntary Housing Association

About us:

Circle Voluntary Housing Association was set up in 2003 and is a leading provider of social housing in Ireland. Our vision is to make a real difference by delivering quality homes and innovative integrated housing solutions to individuals and families in Ireland. We are passionate about our people and the delivery of a tenant first service.

Our team members are the secret element of our success. Their experiences, competencies, values, knowledge, and perspectives are greatly valued and have significantly contributed to Circle delivering over 2,500 homes. They deliver services to over 5,000 people and help create thriving communities.

We are dedicated to finding the right people who embrace our purpose, vision, and values. In return we will support you to learn, grow and excel in an exciting, flourishing, diverse organisation. We are committed to fostering an inclusive and collaborative work environment, which values every person who works with us and all of those who live in our homes and communities.

Reflecting the growing diversity of the communities in which we work, we welcome applications from people of all cultures, nationalities, genders, members of the LGBTQ+ community and any background traditionally marginalised in society.

About the role:

The Housing Practice & Lettings is a pivotal role within the Services Department, focused on enhancing the quality, efficiency, and responsiveness of our housing management services. This position supports the continuous improvement of Circle VHA's services by ensuring that policies, procedures, and frontline practices align with regulatory standards, organisational goals, and tenant needs. This role bridges operational delivery and strategic development, using data insights, regulatory knowledge, and stakeholder engagement to promote service excellence and best practice across the organisation. This is a collaborative and impact-focused role, suited to someone with strong analytical, organisational, and communication skills, and a passion for delivering high-quality services that respond to the needs of our tenants and communities.

Key Responsibilities

To ensure a clear and effective partnership, the responsibilities below establish how this Housing Services role will work with the Corporate Services Department. The role and responsibilities are specific to the Housing Services' function.

DATA AND INSIGHT

• Support the delivery and initial analysis of tenant satisfaction and engagement surveys and other feedback mechanisms.
• Assist in presenting tenant feedback through surveys and other channels, contributing to the insight needs of Circle.
• Contribute to bringing the tenant’s voice to life, helping to monitor trends, and providing data for reports that shape Circle’s understanding of the tenant experience and drive service improvement.
• Support the analysis of tenant demographics, satisfaction, and behaviour across all areas of housing service, providing findings for the Housing Performance Coordinator.
• Assist in presenting insights using data, visuals, and narrative in a way that resonates.
• Ensure operational trends are monitored and best practices/learnings are implemented within housing services, feeding insights to the Housing Performance Coordinator.
• Assist in auditing information on the housing management system, working in conjunction with the Quality and Compliance Manager to ensure data integrity and compliance with organisational standards.

POLICY AND COMPLIANCE

• Keep up to date with housing-specific policy or legislative changes relevant to operational delivery, briefing the Housing Performance Coordinator on potential implications for Housing Services.
• Draft and recommend operational policies, procedures, and tools specific to housing and lettings to support ongoing operations, including process mapping, submitting these to the Housing Performance Coordinator for review and formal approval via the Quality and Compliance Manager for integration into the organisational policy framework.
• Work with managers to ensure clear operational guidance is in place for housing staff on the application and interpretation of housing-specific policies and procedures.
• Deliver policy-related training to frontline housing staff to ensure compliance with service delivery standards and statutory and regulatory requirements, ensuring training content aligns with materials developed or approved by the Quality and Compliance Manager and HR Manager.
• Support the management of Housing Service Department complaints in line with organisational policy and provide administrative support to the Tenant First Link Committee, working under the oversight of the Housing Performance Coordinator.
• Promote a culture of continuous improvement within housing services, ensuring services are efficient, inclusive, and responsive, working in close collaboration with the Quality and Compliance Manager and HR Manager to align with wider organisational culture and standards.

TRAINING AND BEST PRACTICE

• Provide training, guidance, and practical support to frontline staff on housing legislation, policy, and procedures, utilising training materials and guidelines developed or approved in collaboration with the HR Manager and Quality and Compliance Manager.
• Act as a point of expertise for housing best practice, helping build capacity across operational teams, and sharing insights with the Quality and Compliance Manager for broader organisational learning.
• Coordinate and deliver departmental inductions specific to housing operations for new staff, working in partnership with the HR Manager to ensure alignment with company-wide induction processes.
• Act as a Tenant Portal Champion, supporting its effective use within housing services.
• Coordinate and support the housing services' apprenticeship programme, liaising closely with the HR Manager for overall programme structure, recruitment, and compliance.
• Organise and deliver detailed and full recommendations for housing operational policy or service improvements, submitting these to the Housing Performance Coordinator for review and integration into the overall policy framework.
• In close partnership with HR and under the guidance of the Housing Performance Coordinator, support the development, launch, and monitoring of a consistent and comprehensive induction programme for all new Services staff, ensuring it aligns with the central company-wide induction.
• Undertake training needs analysis across housing teams, sharing findings and proposed solutions with the HR Manager to inform overall learning and development strategies.

HOUSING INFRASTRUCTURE AND INNOVATIONS

• Support the forward planning and proposal of adaptations to ensure housing service structures are adapting to housing policy changes and needs.
• Ensure Cost Rental advertisements, lotteries, and assessments are managed in accordance with legislation and Circle processes, reporting to the Housing Performance Coordinator.
• Manage the process of calling for, and initially processing, all nominations for social homes in line with the Allocations Code of Practice and policy, reporting to the Housing Performance Coordinator.
• Support the (re-)registration of tenancies with the RTB, ensuring accurate records and compliance, reporting to the Housing Performance Coordinator.
• Work in partnership with colleagues in IT to ensure systems operate to their full potential and are adaptive to the changing needs of the business.

TENANT ENGAGEMENT AND PARTICIPATION

• Support tenant participation initiatives and embed tenant voice into service delivery.
• Work with engagement teams to ensure tenants have meaningful opportunities to influence services and decision-making.
• Use feedback to drive improvement and better outcomes for tenants.
• Support the delivery of the Tenant Engagement Strategy.

LETTINGS MANAGEMENT AND OPERATIONAL SUPPORT

• Oversee and improve the lettings process, ensuring fair, transparent, and timely allocations in accordance with policy and regulation.
• Work closely with local authority allocations and tenancy teams to minimise empty homes periods and support effective tenancy management.
• Ensure compliance with housing and tenancy legislation in all aspects of lettings.
• Management and update all allocations data and trackers.
• Ensure consistent and clear allocations reporting internally and externally.
• Ensure cost rental advertisements, assessments and lotteries. Work with the services teams to allocate cost rental homes
• Work with external providers and the IT team overseeing the cost rental lottery system.
• Monitor and review performance and targets ensuring team commitment and achievement of targets in allocations.

GENERAL

• Work in collaboration with all teams, coordinators, managers, and directors, ensuring clear communication channels with the HR Manager for staffing matters and the Quality and Compliance Manager for compliance and policy frameworks.
• Lead by example, demonstrating professionalism at all times.
• Provide all services having due regard to the regulatory framework, as guided and overseen by the Quality and Compliance Manager.
• Ensure that up-to-date and accurate information is maintained on all IT systems.
• Contribute to developing service plans, team, and individual targets.
• Contribute to delivery of Circle VHA’s strategic plan.
• Provide a high-quality, Tenant First service at all times.
• Carry out all duties observing Circle policies and procedures on health and safety, safeguarding, equality and diversity and data protection, as maintained and communicated by the HR Manager and Quality and Compliance Manager.
• Undertake any other duties that are reasonably commensurate with the level of this post.

KEY COMPETENCIES

• Commitment to demonstrating Circle VHA’s WE HEAR values
• Excellent IT skills
• Data management and analysis
• Customer focused
• Delivering against agreed targets
• Demonstrable Team working skills
• Communication Skills
• Brand integrity

Education & Work Experience

• Qualification in housing management, public administration or related field
• Minimum 2 years’ experience working in a similar role within housing or public sector.
• Experience in policy development, service review or regulatory compliance.
• Project management qualification
• Application of in-house, multi-discipline IT packages

Key Skills & Knowledge

• In-depth understanding of housing policy development, regulatory frameworks, and compliance.
• Excellent analytical skills with the ability to turn data into actionable insights
• Skilled in managing projects from initiation through to completion.
• Understanding of digital systems and technology solutions to support operational efficiency.
• Strong communication and training skills, with the ability to influence and support colleagues.
• Embraces change and is proactive in finding innovative solutions.
• Committed to enhancing tenant satisfaction and service quality.
• Ensures accuracy and compliance across all activities.
• Effective negotiating skills
• Capable of working cross-functionally to achieve operational and strategic objectives
• High level of written English, including ability to write and present reports
• Proficient use of common IT packages, including Microsoft Word and Excel

Skills:

• Administration Housing Policy Development Project Managment Analytics Communication Office 365

Benefits:

• Work From Home Hybrid Pension Milestone Gifts Further Education Assistance 26 day annual leave Company days

Please click here to apply.