Resident Housing Officer (North West)

• 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. 

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.

• 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.

• 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

• 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.

• 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.

• 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.

• 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

• 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

• 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