Christine Doyle
Lisburn ,Antrim
Summary
Experienced Housing Advisor skilled in providing comprehensive support and guidance to tenants and landlords. Focus on resolving housing issues, improving tenant satisfaction, and ensuring compliance with housing regulations. Successfully implemented community outreach programs, enhancing housing access and support services for residents.
Compassionate with drive to facilitate positive change, possessing strong communication skills and problem-solving abilities. Proficient in conflict resolution and providing empathetic support to diverse communities. Committed to enhancing housing solutions and fostering long-term relationships with clients.
Experienced professional with focus on housing advice and client support. Able to navigate complex housing policies and deliver tailored solutions, ensuring positive outcomes through strong communication and analytical skills. Committed to improving community welfare and providing comprehensive assistance to those in need.
Overview
18
18
years of professional experience
Work history
Housing advisor
Northern Ireland Housing Executive
Belfast , Antrim
05.2025 - Current
- Provide housing advice and assistance to people, who often have complex needs or are facing difficult circumstances with focus on preventing homelessness.
- Tenancy sustainment
- Homelessness prevention
- Case management
- Assess customers circumstances by conducting interviews in a manner suitable for each customer.
- Undertake visits to customers in their homes or temporary accommodation.
- Conduct inquiries, collecting and recording information to understand customer needs.
- Explore relevant issues with customers that may impact on their readiness to sustain a tenancy e.g. (affordability, practical arrangements such as availability or moving furniture or support needs).
- Undertake comprehensive investigations and make robust legal decisions and fulfilment statutory duties under The Housing Order (NI) 1988 as amended.
- Where appropriate complete a full homelessness investigation.
- Maintain appropriate and proportionate records of decisions and actions.
- Inform customers of decisions.
- Arrange emergency accommodation ensuring that any temporary accommodation and other support, that may be required under a full homelessness duty is provided.
- Effectively manage a caseload ensuring that cases are prioritised to reduce the necessity to temporary accommodation admissions and limit the time customers spend in temporary accommodation.
- Contribute to organizational understanding of housing supply as required.
- Take a case management approach to customers need, keeping and maintaining detailed and accurate records of decisions and actions.
- Ensured optimal use of resources with effective coordination of housing services.
- Liaised effectively with social service providers, ensuring holistic support for clients with multiple needs.
- Managed a large caseload of 30 clients covering varied needs, including mental health, homeless and alcohol misuse issues.
- Listened to clients' current struggles to signpost relevant support.
- Collaborated with external support providers to maintain good care continuity.
- Liaised with external and internal professionals to provide holistic support.
- Developed tailored action plans whilst prioritising pressing concerns.
Team leader
Agnew Leasing Ltd
Belfast, Antrim
09.2007 - 04.2025
- Negotiated successful outcomes in challenging scenarios, demonstrating strong problem-solving skills.
- Ensured adherence to company policy by all team members, maintaining professionalism at all times.
- Consistently achieved and exceeded weekly and monthly performance targets, contributing to overall team success.
- Met weekly and monthly KPIs, maintaining a high level of productivity and accuracy.
- Regularly surpassed sales targets on a weekly and monthly basis through strong product knowledge and effective customer engagement.
- Resolved conflicts effectively, promoting harmony within the workforce.
- Streamlined workflow for a more efficient process.
- Implemented new working methods which improved overall efficiency of the team operations.
- Introduced innovative solutions which maximised output without compromising quality.
- Conducted regular performance reviews to identify areas of improvement for each team member.
- Led project coordination, resulting in timely delivery.
- Increased team cohesion by implementing regular feedback sessions.
- Provided comprehensive onboarding training to reduce learning curve for new employees.
- Prioritised tasks according to urgency and importance, optimising workload allocation among team members.
- Devised actionable plans towards achieving set business objectives within deadlines.
- Coordinated daily tasks, ensuring smooth workflow within the team.
- Provided leadership and direction for employees, supervising activities to drive productivity and efficiency.
- Coached team members through new or difficult workflows.
- Delegated tasks to make best use of individuals' skills.
- Supported team to overcome new challenges by forecasting knowledge and skills gaps.
- Reported on team performance to higher leadership, proactively offering action for areas of improvement.
- Trained staff to resolve complaints appropriately to maintain customer satisfaction.
- Led shifts and motivated team to drive sales.
- Professionally handled difficult customer complaints and objections to maintain first-class customer service standards.
- Supported new hires through onboarding process for speedy and successful training.
- Promoted professionalism among staff to develop productive relationships.
- Led performance reviews and tailored employee feedback to facilitate professional development.
- Prioritised and assigned tasks for strategic and optimised distribution of workloads.
- Upskilled team members by planning and delivering training workshops.
- Mediated team decision-making and problem-solving for peaceful resolutions and decision-making.
- Recognised exceptional individual performance for improved motivation.
- Monitored health and safety measures for guaranteed compliance.
- Maintained smooth-running business operations by delegating priorities to staff abilities.
- Investigated issues affecting group operations, prepared reports and helped correct problems.
- Drafted procedural statements and guidelines for company-wide use.
- Organised financial and operational data to help with yearly budgeting and planning.
- Designed and implemented training to further develop staff based on business goals.
- Invoiced 180 cars in the month of April 2025.
Skills
- Interviewing and counselling
- Case management software use
- Homelessness prevention
- Benefit claims assistance
- Housing allocation understanding
- Vulnerable groups support
- Housing benefits administration
- Anti-Social behaviour handling
- Communication excellence
- Homelessness prevention strategies
- Public housing policies understanding
- Tenancy management
- Knowledge of welfare benefits
- Customer service experience
- Complaint management
- Case Management
- Health and Safety regulations
- Empathetic communication
- Administrative support
- Mental health awareness
- Managing large workloads
- Caseload management
- Policy implementation
- Homelessness
- Housing benefits
- Housing reviews
- Patience and understanding
Timeline
Housing advisor
Northern Ireland Housing Executive
05.2025 - Current
Team leader
Agnew Leasing Ltd
09.2007 - 04.2025