Job Description: Lettings Officer
Responsible To: Lettings Team Leader
Responsible For: N/A
Location: Dublin
Contract: 12 Months
About Us:
Tuath Housing has provided safe, secure and affordable housing since 2006. A lot has changed over the years, but our values remain the same. In partnership with Key Stakeholders, our main focus is on delivering more quality homes to more people and providing an outstanding Customer experience to our 27,000 residents.
Working with Tuath Housing is different because we make a difference. We maintain and develop our team of dedicated, motivated, and authentic people through focused training and career development.
If you are driven to make a difference and believe that everybody needs a home, Tuath is waiting to hear from you.
Our People and Culture:
Our employees benefit from a positive working culture, learning and development opportunities, and an extensive benefits package which includes:
24 days annual leave
Attractive salaries commensurate with experience
Pension scheme, bike-to-work scheme and a wellness allowance
Career development opportunities and a study aids scheme
Access to an Employee Assistance Program
Flexible working and an excellent work-life balance package
Tuath Housing are accredited with the Silver Award from Investors for Diversity and are committed to promoting a diverse and respectful workplace reflective of all cultures, nationalities, backgrounds, genders, members of the LGBTQ+ community and people from traditionally marginalised backgrounds. We are committed to creating and maintaining a workplace where all colleagues can be their most authentic self.
Tuath is committed to embedding environmental, social and governance (ESG) considerations into every aspect of the business, and to implementing a business plan that emphasises social responsibility throughout our operations. We strongly believe in the importance and value of working in partnership with our many stakeholders to deliver more homes to more people, creating communities across the country. By tracking Tuath's ESG achievements, we can lead the way in making the affordable housing sector in Ireland more sustainable; and by having a positive environmental and social impact Tuath will also deliver better results to our residents, our employees, and the wider community.
If you are driven to make a difference and believe that everybody needs a home, Tuath is waiting to hear from you.
Job Summary:
To work alongside the Lettings Team Leader and Lettings Coordinators to ensure that all residential properties, with a variety of tenures are let quickly, minimising void times and rental loss. Your role will ensure that all properties that are ready to let are let to customers as quickly as possible minimising void rental to Tuath.
As Lettings Officer you will take personal responsibility and ownership of the customer experience from Pre-Tenancy through to Letting at a locality level coordinating service delivery to meet lettings target times.
You will be responsible for achieving the organisations objectives and ensuring activities are carried out to the highest standards of integrity and professionalism and within set key performance targets. This includes working effectively across teams both internally and externally and supporting operational service improvements. You will be responsible for the correct operational application of our lettings policy and procedures.
The postholder will ensure that lettings related activities are carried out to the highest standards of integrity and professionalism. This includes working to develop strong and effective cross functional working initiatives and supporting implementing specific operational service improvements and supporting our Customer Scrutiny Reviews.
The following list is typical of the level of duties which the post holder is expected to perform or be responsible for. It is not necessarily exhaustive and other duties of a similar type and level may be expected from time to time. The post holder will be responsible for a combination of the objectives described below and annual KPIs dependent upon the requirements of the organisation.
KEY RESPONSIBILITIES (Functional):
1. To work as a team in providing a responsive and effective lettings service including all residential social and affordable lettings, delivering to external and internal customers, including signposting and working with other providers and partners.
2. To ensure that all properties that are ready to let are let to customers as quickly as possible minimising void rental loss to Tuath.
3. Ensure that properties are presented to the relevant Local Authority on time with accurate information relating to tenure, rents and service charges.
4. Conduct eligibility interviews with prospective residents to assess applications against suitability criteria and organising affordability assessments.
5. Take personal responsibility and ownership of the customer experience from Pre-Tenancy through to Letting within your locality.
6. Supporting service delivery to meet lettings target times.
7. Manage and organise all paperwork for new lets and re-lets, including gathering all required information from prospective residents, loading data into the relevant system.
8. Handover to the Housing Officer to undertake the viewing and sign-up.
9. Oversee the co-ordination of any management move cases in accordance with Tuath policy and procedure.
10. Identify applicants with specific needs or that represent risk, liaising with the Housing Services and Tenancy Sustainment Team to provide a holistic onboarding journey.
11. Provide general advice to residents, partner agencies and staff on enquires about the letting of empty properties and relevant processes
12. To work in partnership to ensure the delivery of co-ordinated services across all localities and across tenures working with the CREL team to ensure high levels of customer satisfaction.
13. Prepare offers of tenancy and make any tenancy adjustments as appropriate.
14. Working together ensure that losses are minimised through ensuring that the reletting
process is efficient, and void times are kept to a minimum.
15. To support the Lettings Manager and team members in ensuring regular reviews of the Lettings service takes place, including seeking feedback to continually improve the service provision.
16. Attend meetings with partners regarding Allocations/Lettings/Homelessness as required.
17. Carry out pre tenancy assessments for incoming customers, based on affordability and Garda checks ensuring that potential customers are tenancy ready.
18. Signing of leases and tenancy agreement s
19. Ensure that customers are properly advised on the use of landlord supplied appliances and health and safety in the home including ensure they're provided with appropriate certification.
20. Liaising with external partners to ensure that customers are kept well informed with regards to
when properties will be ready for the tenancy to commence, reducing rent loss for the organisation.
21. Ensure a high level of customer service is provided to both internal and external customers
22. Ensure the Customer Voice is at the heart of service delivery, using complaints and satisfaction survey results to drive continuous improvement and ensuring all customers are treated fairly, with respect and in recognition of their individual requirements and any protected characteristics, and that all customer complaints and enquiries are dealt with promptly and to a high standard
23. To actively seek opportunities for service development, including supporting the Lettings Team Leader in reviewing best practices, benchmarking, and forming operational links with other organizations and partners that benefit customers and enhance service delivery.
24. Ensure that post lettings that hand over packs are completed and the property is setup appropriately on the system for rent and property related services.
KEY RESPONSIBIITIES (Organisational):
25. Provide input into the Operational plans.
26. Adopt a collaborative and supportive approach, maintaining up to date professional knowledge and providing advice and assistance to colleagues as required.
27. Provide statistical data, information, and testimonials for annual report.
28. In all aspects of the company's work, promote effective communications, excellence in customer service, and a focus on continuous improvement.
29. Be pro-active in the development and maintaining of strong networks and relationships with colleagues and in other organisations and agencies, to ensure excellence in service delivery.
Health and Safety Responsibility
30. To conduct all activities in a manner which is safe to yourself and others. To be aware and to act in accordance with the Association's Health and Safety Policy.
31. Ensure all appropriate health and safety risk assessments are in place and making sure colleagues
are aware of and adhere to any specific instructions and use personal protective equipment where
required.
Ensure that team members are aware of any risks associated with their role, adhere to any specific
instructions, and use personal protective equipment where required.
This job description is not definitive or restrictive and will be subject to periodic review.
