Applications closed

Respond - Tenant Relations Coordinator

Respond - Tenant Relations Coordinator

Respond is one of the largest housing associations in Ireland, providing social housing and homeless services. Our vision is that ‘every family and individual in Ireland will have high-quality housing as part of a vibrant and caring community’. We are growing rapidly in response to the housing crisis and are now looking for the right person who has the passion and skills to help us realise our vision.




Tenant Relations Coordinator



Full-time - Permanent

South East with some travel

  Reporting to: Tenant Relations Manager  
  Job Purpose: To provide excellent tenant relations service locally and co-ordinate their tenant relations team to an excellent standard. The successful applicant will have experience in housing and tenant services in a social housing environment and possess strong teamwork, communications and people management skills.  


1.       Tenant Services Management
  • Ensure all service objectives for the team are met to required standards.
  • Progress all service issues to conclusion including all issues of ASB and maintain high standards of estate services and environment.
  • Have Tenant Relations Officer responsibility for a designated number of properties.


2.       Customer Service

  • Ensure customer service and quality standards for team are met.
  • Maximise support networks to tenants in area.
  • Support the effective development, review and implementation of policy on housing services including assessments, voids, allocations, ASB and all other relevant areas of tenant services.
  • Be responsible co coordinating a network of support for a designated specialist service and ensure effective roll out nationally. (This may include but not limited to services for older people, young people, vulnerable adults, child protection, family support, tenant engagement etc.
  • Lead on reporting and consistent delivery of all reporting and quality control systems, e.g. Active H, EQUASS / PQASSO and any other system of social impact measurement


3.         Financial

  • Allocate all team resources to ensure value for money
  • Deliver allocated services for team on budget.
  • Contribute to agreed void standards
  • Facilitate the efficient and effective collection of rent in line with company policy
  • Manage travel expenditure within allocated budget and optimise TRO contact time with tenants


4.                  Management

  • Co-ordinate the work of your   TRO team and participate in the national TRO team.
  • Provide ongoing support & leadership for the TR team achieves its full potential. Effectively manage and develop the talent in the team.
  • Ensure effective communication vertically and horizontally across the organisation.

Skills Required 

  • 3rd level qualification ideally in housing or tenant management  or specialist tenancy management thematic areas equivalent in relevant discipline
  • 3 years hands on experience of the social housing tenancy services.
  • Strong experience of customer service, relationship management, dispute resolution.
  • Leadership and support experience in agreeing objectives, providing feedback,  facilitating development of team members
  • Experience at partnering with national organisations in delivery of service
  • Empathy and reflective practice
  • Hands on experience in specialist tenancy management thematic areas  Proven leadership skills with the ability to motivate and develop staff to achieve the highest standards of customer care
  • Ability to record and report activity and display effective financial management.
  • Capable of report compiling in financial and service standards.
  • Excellent  oral and written communication skills, including: discussion leading and chairmanship; report writing; minute writing, and presentation
  • Strong organisational, planning and problem solving skills.
  • Ability to take responsibility for the co-ordination and delivery of a national specialty

Competencies Required 

  • Strategic Thinking
  • Analysis and Planning
  • Leadership Capability
  • Communicating and Influencing
  • Results focussed
  • Client  Focus
  • Commercial Orientation
  • Tenant Services Management
  • Access to own car and a full driving licence is essential


CLOSING DATE FOR APPLICATIONS is close of business on Monday, 7th February, 2022

Please click on the following link to apply:

or email your C.V. and cover letter to [email protected]