Role: Operations Support Co-ordinator

Location of Employment63-66 Amiens Street, Dublin 1

Reporting toTechnical Manager

ContractPermanent – Job Share

Salary€35,202 - €47,302 pro rata

(Please note maximum point for recruitment is €41,802 pro rata)

Probation6 month

Hours16 hours per week (Mon, Tues & Wed afternoon)

Leave22 days pro rata (+ 3 discretionary days

at Christmas)

Clúid Housing (Clúid) is a not-for-profit organisation with a vision of a society where everyone has a great place to live. Clúid achieves this through its mission of providing quality housing and services which enable residents to create homes and thriving communities. Clúid has 122 staff to ensure that it has the capacity to meet this mission. To date Clúid has provided 5,131 properties to low income families and single people in housing need all over Ireland.

This is an exciting opportunity for an ambitious worker to join the Operations Team within Clúid. Operations deliver all the customer and tenant services; and property management functions within Clúid. We are committed to listening to our customers and always designing our services around their requirements. An important part of delivering this commitment is having live and accurate data to measure and improve our services, the Operations Support Co-ordinator will play an important role in developing and improving our delivery in this area to support managers to work effectively with front line staff and meet any statutory and regulatory requirements.

The candidate will very proficient in IT systems, especially Excel. Experience of using different IT systems is a distinct advantage.

Role: Operations Support Co-ordinator
Role Overview: In addition to general administration duties the there is a high level of responsibility for ensuring high quality data entry across the business into the Housing Management Information System and producing and standardising reports across both the customer care and technical services functions.
Reporting to: Technical Manager
Key responsibilities:
Technical inspections
Typing and editing surveys, defect reports, snag lists.
Raise works orders as necessary from site inspections on existing Clúid properties and liaise with housing management staff.
Support Technical Manger to schedule works and liaise with the Contact Centre and Housing Management staff to gain access.
Planned maintenance
Support technical staff deliver on the planned maintenance programme scheduling works and liaising with the Contact Centre and/or Contractors to schedule tenant appointments.
Support the work of data entry into the Housing Management Information System for new estates into management and all planned maintenance and one off works.
Responsibility for relevance and cleanliness of all the housing stock data inputted.
Co-ordinate procurement process and tendering of planned maintenance contracts
Liaise with contractors, technical staff and the finance to facilitate the smooth processing of invoices including staged payments where necessary
Responsive repairs service
Work with the R&AM and contractors to continually improve the operation of the responsive repairs service.
Produce monthly invoicing data for the contractors
Set up contractor information on the Housing Management Information System to support the smooth operation of the responsive repairs service by the Contact Centre.
Customer/Tenant services reporting
To take ownership and responsibility for data and reporting across all areas of Operations.
To work with senior managers to understand data and reporting requirements and liaise with all necessary departments to ensure an ability to deliver performance reports to both enhance and improve our service delivery and fulfil our regulatory requirements
Administrative support to Board Committee
To provide administrative support (preparing papers) to the Board committee meetings ensuring they function efficiently as well as ensuring they are minuted and papers are prepared and sent out in advance
To liaise with the Directors to convene the meetings
Miscellaneous
Provide general admin duties for senior Operations managers
Provide general administration for the Technical Services Team
Training
Request / Attend training appropriate to your role
General
To fulfil all care and high standards regarding both Clúid’s and your own health and safety obligations.
To positively promote the Association in all activities
To exercise discretion in all aspects of the role
Any other duties which are consistent with your role
Key competencies required in the role
Customer care management
Commitment
Company focus
Innovation & Change Management
Influencing and negotiation skills
Team Work
Leadershipskills

Person Specification

Key Skills / Essential / Desirable
Candidates will be shortlisted on the basis of illustrating in their application that they fulfil the following criteria. Examples that demonstrate the ability to fulfil the criteria should be included as well as the above competencies.
Education / Qualifications
  • Leaving Certificate
/ 
Knowledge / Skills
  • Excellent communication skills –verbal and written, report writing, presentation
/ 
  • Ability to demonstrate good listening skills
/ 
  • Specialist role related knowledge
/ 
  • Willingness to learn
/ 
  • Excellent organisational and time management skills
/ 
  • Ability to multitask
/ 
  • Influencing and negotiation skills
/ 
  • Good knowledge of Microsoft Office (Outlook, Word, Excel, PowerPoint) & CRM systems
/ 
  • Problem solving skills
/ 
  • Self-driven and motivated
/ 
  • Excellent follow up skills
/ 
Experience
  • Previous experience in working in customer service
/ 
  • Exceeding customers’ expectations
/ 
  • Housing market
/ 
  • Complaint handling
/ 
  • Attaining service level agreements consistently
/ 
  • Proven ability to take ownership of customer issues
/ 
  • A strong eye for attention to detail
/ 
  • Identify and report trending issues
/ 
  • Team Player
/ 

Clúid’s Values are:

Professionalism:Clúid drives up standards through a commitment to high-quality services, continuous improvement and investment in its people.
Innovation: Clúid works at the forefront of the sector, focusing on solutions and innovating in a constantly changing Ireland.
Respect: Clúid’s work is underpinned by a mutual respect and trust between customers, staff and managers. Clúid listens to and learns from its customers and staff and recognises those staff who go the extra mile.
Collaboration: Clúid values partnerships in achieving the best outcomes. Clúid is open, co-operative and easy to do business with.
Sustainability: Clúid ensures that all its activity is socially, financially and environmentally sustainable.

Our vision for service delivery at Clúid is that residents are able to say:

That I have a comfortable home and Clúid help me if I have a problem
I am treated fairly & equitably
I have choice
I am dealt with quickly & correctly