Threshold National Inbound Manager

The National Inbound Manager at Threshold, Ireland’s national housing charity supporting tenants, is a pivotal leadership role responsible for overseeing the organisation’s national helpline. Operating from 9am to 9pm, Monday to Friday, the helpline serves as the First Point of Contact (FPOC) for renters facing tenancy issues and those at risk of homelessness, providing free, confidential, and expert advice through inbound calls, the website (including WhatsApp) and emails.  

The manager leads a team of two Inbound Lead roles and 8-14 full-time equivalent (FTE) advisors, balancing service quality with operational efficiency to resolve queries at FPOC whenever possible, while ensuring complex cases are escalated appropriately to the casework team. As part of Threshold’s senior operational team, the National Inbound Manager collaborates with case and representation management to design workflows that align with the organisation’s “best outcome with earliest resolution” strategy, judiciously managing the need for full representations with the Residential Tenancies Board (RTB). This role is critical to Threshold’s mission of preventing homelessness and advocating for a fairer housing system in Ireland.

There will be significant improvements in the service Threshold delivers. Threshold will be implementing a new telephony and customer contact system (Amazon Connect) which will provide real-time transcription and the opportunity to provide Advisor suggestions. The National Inbound Manager needs to be comfortable with IT systems and to show a capability to leverage IT imaginatively to deliver on the organisation’s mandate.

Salary Range The salary range for the National Inbound Manager is €68,000 to €78,000 depending on experience.

Key Responsibilities The National Inbound Manager’s responsibilities encompass team leadership, service delivery, quality assurance, and strategic alignment, tailored to the specific demands of Threshold’s helpline. These include but are not limited to:

Team Leadership and Management

  • Lead and manage a team of two Inbound Leads and 8-14 FTE senior advisors and advisors, fostering a culture of excellence, empathy, and efficiency that recognises individual strengths
  • Recruit, train, coach and develop the Inbound Leads, senior advisors and advisors, including overseeing any coaching provided by the Inbound Leads, third party coaching provided to Senior Advisors and Advisors, to ensure all staff on the Inbound team are proficient in handling housing-related queries, including notices of termination, deposit retention, rent arrears, and housing options.
  • Create and maintain a positive team culture in a hybrid call centre environment, ensuring staff maintain a focus on service quality whether working remotely or in the office, where they may interact with other teams with less rigorous schedules.
  • Implement strategies to support remote workers, such as regular check-ins, clear performance expectations, and virtual team-building activities, while ensuring in-office staff adhere to operational standards.
  • Provide regular performance feedback, support professional development, and address challenges like advisor retention and morale.

Service Delivery and Operational Oversight

  • Oversee the helpline’s operations, ensuring it serves as an effective FPOC for renters, resolving queries related to tenancy issues and homelessness prevention at the earliest opportunity.
  • Manage the helpline’s operating hours (9am-9pm, Monday to Friday) and ensure seamless handling of inbound calls, the website, and emails, maintaining accessibility and responsiveness.
  • Implement processes to resolve queries at FPOC whenever possible, training advisors to listen carefully for deeper concerns and open cases only when necessary, avoiding unnecessary escalations.
  • Ensure cases requiring further action are accurately passed to the case work team, maintaining clear communication and documentation.
  • Collaborate with the case work and representation teams to design efficient workflows that align with Threshold’s “best outcome with earliest resolution” strategy, ensuring full RTB representations are used only when essential to minimise operational costs.
  • Manage the helpline’s technical infrastructure, including telephony systems, platforms, and email systems, ensuring reliability and compliance with data protection regulations.

Quality Assurance and Metrics

  • Monitor and enhance service quality through regular call transcription analysis, customer feedback surveys, and performance reviews, ensuring advisors provide accurate and empathetic advice.
  • Track, report, and react to key performance indicators (KPIs), including: 
    • Service Levels: Answer rates and wait times to ensure accessibility.
    • First Contact Resolution (FCR): Percentage of queries resolved at FPOC.
    • Service Quality: Measured through transcription analysis and client surveys.
    • Complaints: Volume and nature of client complaints.
    • Average Handle Time (AHT): Time spent per interaction to balance efficiency and thoroughness.
    • Schedule Adherence: Staff compliance with assigned shifts.
  • Leverage additional metrics to drive improvement, including:
    • Failure Demand: Unnecessary contacts due to unresolved issues.
    • Advisor Hiring and Retention: Turnover rates and recruitment success.
    • Unrequired or Inaccurate Case Opening: Errors in escalating cases.
  • Proactively analyse metrics to identify trends, address performance gaps, and implement improvements in service delivery and team efficiency.
  • Design and implement a metrics-driven culture.

Strategic Contribution

  • Working as a senior member of the Threshold Operations Team and the Senior Management Team, contribute to strategic initiatives, relationship management (e.g., funders), to enhance the helpline’s services, such as adopting new technologies (e.g., real-time transcription & suggestions), improving access for underserved communities, or developing specialised training programmes.
  • Provide frontline insights from helpline data and case studies, to support Threshold’s advocacy and fundraising efforts.
  • Align helpline operations with Threshold’s mandate, as defined by the Chief Operating Officer (COO), ensuring intelligent implementation of organisational goals.
  • Participate in the senior operational team, collaborating with case work and representation management to optimise workflows and ensure seamless service delivery across departments.

Decision-Making and Judgment

  • Exercise sound judgment in operational decisions, balancing service quality with efficiency to meet Threshold’s goals.
  • Make informed decisions about when to resolve queries at FPOC versus opening cases, ensuring alignment with the organisation’s efficiency and client-focused objectives.
  • Demonstrate initiative in implementing the COO’s mandate while recognising when to seek clarification or escalate decisions.
  • Show strategic judgment in workflow design, ensuring the helpline supports Threshold’s “best outcome with earliest resolution” strategy while respecting the diverse needs and capabilities of clients and staff.

The above is not an exhaustive list. The National Inbound Manager will also be required to carry out other duties as delegated to them.

Required Skills and Experience The National Inbound Manager must possess a unique combination of leadership, technical expertise, and a commitment to Threshold’s mission. Key qualifications include:

Experience

  • Minimum of 5 years proven experience managing a helpline, call centre, or similar service-oriented team, preferably in a non-profit or social services context.
  • Minimum of 5 years proven ability to lead and develop diverse teams.
  • Experience in quality assurance, performance management, and operational oversight in a service delivery environment, with a focus on metrics-driven improvement.

Knowledge

  • Understanding of the Irish housing system, including tenancy laws, Residential Tenancies Board (RTB) processes, Housing Assistance Payment (HAP), and other housing supports is an advantage.
  • Familiarity with common renter challenges, such as deposit retention, illegal evictions, rent arrears, maintenance issues, and housing options is an advantage.

Skills

  • Strong leadership and team management skills, with the ability to motivate, coach, and develop staff in a hybrid working environment.
  • Excellent communication skills with the ability to handle sensitive and confidential information empathetically.
  • Proficiency in helpline technologies (e.g., telephony systems, webchat platforms) and performance metrics (e.g., service levels, FCR, AHT).
  • Strong organisational and problem-solving skills, with the ability to manage multiple priorities and adapt to changing demands.
  • Expertise in designing and implementing metrics-driven cultures that balance service quality with efficiency.

Personal Attributes

  • A strong commitment to Threshold’s mission of preventing homelessness and advocating for housing rights.
  • Empathy, integrity, and respect for clients, staff, and stakeholders, aligning with Threshold’s values of dignity, care, and respect.
  • Adaptability and resilience in a high-pressure environment, with the ability to remain calm and solution-focused during peak demand or outages.
  • Recognition of inherent human differences, adapting leadership approaches to leverage diverse capabilities and personality traits to foster an inclusive and effective team.

Work Environment

The National Inbound Manager operates within a dynamic, mission-driven organisation, reporting to the COO. The role will be based in any one of Threshold’s offices (e.g., Dublin, Cork, Limerick or Galway) or involve hybrid working arrangements, with regular travel for meetings.

The position requires flexibility to manage shift patterns and ensure coverage during the helpline’s operating hours (9am-9pm, Monday to Friday).

The National Inbound Manager collaborates closely with the case work and representation teams to optimise service delivery and align with Threshold’s strategic goals.

Impact

The National Inbound Manager plays a critical role in Threshold’s mission by ensuring renters receive timely, accurate, and empathetic advice, helping to prevent homelessness. By maintaining high service standards and driving operational efficiency, the National Inbound Manager ensures the helpline remains a trusted resource for vulnerable renters. The role also contributes to Threshold’s advocacy efforts by providing data and insights to inform policy campaigns, such as those for deposit protection schemes or improved tenancy security. Through effective leadership and strategic collaboration, the National Inbound Manager helps shape a fairer housing system in Ireland.

Application process:

Applications can be made by emailing a cover letter and CV which outlines suitability for the role. Applications to be submitted to recruitment@threshold.ie by close of business (5.30pm) on Monday January 5th 2026.

Shortlisting will be completed by January 12th with interviews to be scheduled from January 15th, 2026.

Enquiries can be made to Cormac Lally, Chief Operating Officer on cormac.lally@threshold.ie