Resident Housing Officer (North West)

CIH Scotland; Donegal; Hybrid; EUR 46,000 - 63,000; Full time

Benefits offered by this job

Annual leave + holidays

Pension

Employee Assistance Programme

Bike to work

Maternity/Paternity leave

Sick Pay

Job summary

Clúid Housing seeks a Resident Housing Officer (West) to provide tenancy and estate management, lettings coordination, and resident engagement across Donegal and Sligo in a hybrid work model. Reporting to the Resident Housing Manager, you will handle voids, compliance, and community initiatives while delivering high-quality services to residents.

The role requires a minimum of one year in housing services, a third-level qualification in housing or related field, and a professional housing

Qualifications

• Minimum one year experience in housing services or customer-facing housing.
• Full clean driving licence and willingness to travel as needed.
• Knowledge of GDPR, RTB and housing regulatory standards.
• Willingness to participate in forums, working groups or committees.
• Proficiency in IT systems, especially Excel.

Responsibilities

• Provide high-quality, resident-focused tenancy and estate management services.
• Coordinate voids, lettings, and compliance with policies and Local Authority guidelines.
• Support tenancy sustainment and refer to partner agencies as needed.
• Engage residents to maximise community involvement and voice.
• Collaborate across Operations to achieve shared outcomes and process improvements.
• Handle complaints and drive continuous service improvement.

Skills

Customer-focused

Problem-solving

Time management

Teamwork

Excellent communication

Education

Relevant third-level qualification in housing or related field

Professional qualification (ICSH/ CIH/ IAVI/ IPA)

Tools

Excel

IT packages / CRM systems

Job description

Why Choose Clúid?

At Clúid, we believe that success is achieved through our dedicated and passionate team. Working with us, you’ll enjoy:

• Dynamic Working Environment: Thrive in a supportive, innovative, and collaborative workspace.
• Flexible Working Arrangements: We support work-life balance with flexible working options with Hybrid working options.
• Comprehensive Training and Development Opportunities: Grow professionally with our continuous learning opportunities.
• Employee Benefits: 25 days annual leave +3 additional days over Christmas and Good Friday (bring you up to 29 days and additional days with length of service), 10% Pension, VHI, Employee Assistance Programme, Bike to work, Tax Saver Travel, Sick Pay, Payment Income Protection, Paid Maternity Leave, Paid Paternity Leave.
• Inclusive Culture: Be part of an organisation that values diversity and inclusion, recognised with a Silver Award from Investors for Diversity.

About Us

Clúid is one of Ireland’s largest approved housing bodies. We provide social, cost rental and affordable homes and services in communities across the country. Our word matters: when we say we will do something, people should be able to trust that we will follow through. Our purpose is to provide good-quality homes and services that help residents put down roots, build community and feel part of a more inclusive Ireland. We are committed to resident-focused services, equality, inclusion, sustainability, strong governance and steady improvement over the long term.

• Position: Resident Housing Officer (West)
• Reporting to: Resident Housing Manager
• Contract duration: Specific Purpose
• Location: Donegal, Sligo (Hybrid)
• Salary: €45,830 - €63,017 (DOE)

The Operations Department is dedicated to delivering essential services to our residents, including allocations, rent calculation and collection, and tenancy management. Additionally, we provide estate services and support community development activities to promote well-kept, friendly neighbourhoods. Operations is also home to our Housing Advice Centre, Asset Management, 'Clúid Works' in-house repairs service, and the Operational Excellence team, who contribute to maintaining the quality of services we provide to our residents and ensuring our properties are safe and maintained to high standards.

As Clúid Housing continues to expand rapidly, our team supports the Commercial Development Department in acquiring new properties. These properties are carefully selected to be well-designed, well-built, and located where they are most needed. Clúid teams operate nationally to align with our provision of homes across every county in the country. We strive to lead in innovation and the development of exemplary services that prioritise resident satisfaction, value-for-money, and compliance with the AHB Regulatory Standard.

Key Responsibilities

To provide a high quality and resident-focused service in tenancy and estate management, continually working to improve services and meet resident needs.

Voids and Lettings

• Work with the Lettings Team and Clúid Works to ensure the effective and prompt turnaround of void properties, minimising void times and associated costs.
• Ensure that homes in your region are managed efficiently and let appropriately in line with Clúid and Local Authority policies.
• Advise prospective residents on housing options, rights, and responsibilities in a supportive manner.

Tenancy Management

• Signpost referrals for support, care, adaptations, and partner agencies to help sustain tenancies.
• Safeguard residents by promoting their welfare and protect them from abuse, harm and neglect.
• Address non-arrears related breaches of tenancy such as anti-social behaviour and damage to property and represent Clúid Housing at RTB and court hearings.

Resident & Community Engagement

• Actively supporting residents in creating safe, clean, diverse, and welcoming places to live.
• Work with residents to maximise resident engagement and establishment of structures that underpin community integration and development.
• Develop relationships with neighbouring groups and external service providers with whom relationships will be of benefit to Clúid residents.
• Actively seek out and recognise the Resident Voice as an authority on our services.

Property Management

• Carry out estate inspections and liaise with our Repairs and Property Service teams in relation to the maintenance and upkeep requirements of homes and estates.
• Work with Owner Management Companies and Managing Agents, including sitting as a board member on Owner Management Companies where required.

Collaborative Working

• Collaborate with colleagues across Operations to drive operational excellence and achieve shared outcomes for individuals and communities.
• Participate in the appraisal of new project developments and handover of new homes into management.
• Contribute to local and national improvement initiatives and contribute to the formulation and review of Housing Services Policies and Procedures.
• Undertake any other duties as required that are consistent with your role.

Complaints and Resident Voice

• Work with customers, management and the Complaints Manager as required to effectively resolve complaints relating to the service area in line with Clúid’s complaints policy.
• Support with the completion of remedial actions or improvement commitments identified through service complaints to drive continuous improvement.

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

Person Specification

• Demonstrates a willingness to learn
• Willingness to work from time to time outside normal business hours e.g. Resident Association meetings
• Proficient in IT systems, especially Excel and experience of using different IT packages e.g.
• Management Information and CRM systems
• Good organisational and time management skills, with ability to be flexible and work on own initiative
• Customer-focused experience.
• Excellent problem-solving skills and attention to detail
• Team-oriented with a collaborative mindset
• Self-driven and motivated
• Ability to demonstrate good listening skills
• Influencing and negotiation skills
• Proven ability to manage tasks and projects, including report writing

Experience/Qualifications

• Minimum one year experience in housing services or in a face-to-face, customer-oriented housing environment
• Relevant third-level qualification in housing, social care, property, or a related field (or working towards)
• Professional qualification (ICSH/ CIH/ IAVI/ IPA).
• Knowledge of housing law GDPR, Residential Tenancies Board (RTB), and housing regulatory standards
• Full clean driving licence.
• Property Services Regulatory Authority Licence preferred (where required a commitment to working towards may be necessary)
• Experience of housing and property services, including lettings, allocations, OMCs, tenancy sustainment,
• Willingness to participate in forums, working groups, or committees as required
• Commitment to promoting a culture that supports excellent service delivery and upholds the organisation’s values