Customer Services Administration Manager

  • Full Time
  • Dublin

Website coophousingie Co-operative Housing Ireland

Co-operative Housing Ireland is establishing a new Customer Services Centre in Avondale, Mulhuddart, Dublin 15 to serve the needs of our members in Dublin and other areas of the country.

Reporting to the National Housing Services Manager, the Customer Services Administration Manager will lead a team of Clerical Officers and work in co-operation with the wider Customer Services Team to provide high quality service to our member tenants.


1.    Responsibilities:

  • Working as part of the Customer Services management team to ensure high quality service provision guided by Housing Regulator Performance Standard and Co-operative Housing Ireland Key Performance Indicators.
  • Contributing to the work of Co-operative Housing Ireland through collaborative working with Finance, Development and Corporate Services and our co-operative structures.
  • Co-ordination of contact services for members by phone, email, emergency and out of hours services, ensuring that accurate information is provided in a friendly, professional manner and queries are dealt with or escalated and followed up as required.
  • Working with Housing and Assets & Repairs staff throughout the country to support service delivery.
  • Ensuring the efficient and accurate update of information on the Housing Management and related systems. Working closely with the IT Housing Specialist to ensure the smooth running of the Housing IT system.
  • Collaborating with other managers and staff to maintain procedural consistency. Development and update of office procedure manuals.
  • The administration of national rental income and associated collection arrangements.
  • Administration of Co-operative member shares.
  • Administration of the repairs service and contractors list and stock condition component updates.
  • Processing of invoices in co-operation with Finance Team.
  • The conducting of customer satisfaction checks and surveys.
  • Supporting the Customer Services Team when bringing new units and developments into management.
  • Organisation of Clerical Officer rotas, annual and other leave records and performance management.
  • Planned recording and archiving of documentation.
  • Office Management for the Avondale centre including post, petty cash, stationary and general supplies, cleaning services, booking of meeting rooms, visitor book.
  • Any other duties as required by management


This role may occasionally involve evening work or travel.

2.   Eligibility/Personal requirements


Education, Experience & Knowledge


  • Experience leading a team
  • Exceptional administrative and organisational skills
  • A high level of competence in IT systems especially Customer Relationship Management, Document Management and Database functions
  • Excellent working knowledge of Microsoft Office suite
  • Strong analytical & report writing skills and experience
  • 6-8 years’ experience in a similar environment


  • Third level qualification in a relevant discipline (e.g. business, IT, social science, etc.)
  • Knowledge of the Castleton Housing Management system would be an advantage
  • Experience within the social housing or co-operative sector

Personal Attributes

  • Excellent verbal and written communication skills and the ability to interact professionally with a diverse group, customers, managers, contractors
  • Proven ability to work on own initiative within a flexible, co-operative, team structure
  • Excellent oral and written communication and interpersonal and negotiation skills
  • Self-motivated, with a proven ability to get things done and work to deadlines
  • Solution focused
  1. Conditions of Employment


Salary for this position is €54,970.

Annual Leave

Annual leave will be 22 days, exclusive of public holidays.


Co-operative Housing Ireland offers a Defined Contributions Pension with an 8% Employer Contribution on completion of Probation.

Location of the position

The successful candidate will be based in our Mulhuddart office but may be required to undertake some travel.


  1. How to Apply


Please submit a CV and cover letter demonstrating your suitability for the role by emailing [email protected]


If you are sending your application by post, please submit a copy of your cover letter along with a copy of your CV.


Closing date for receipt of applications is 12 noon on Friday 24th May 2019.


Faxed copies will not be accepted.


Please forward applications to:

Human Resources

Co-operative Housing Ireland

Co-operative House

33 Lower Baggot Street

Dublin 2

Or Email: [email protected]

  1. Selection Process


Selection will involve short listing of applicants for interview based on applications and CVs submitted.  The short-listing selection criteria are based on the requirements of the job as outlined in this job description.


Co-operative Housing Ireland is an equal opportunities employer and welcomes suitably qualified applicants from all sections of society

To apply for this job email your details to