At a Glance
- Tasks: Lead a team to support customers with complex needs and enhance tenancy sustainment.
- Company: Pinnacle Group, a leading provider of housing and community services.
- Benefits: Flexible working, private medical insurance, and personal development opportunities.
- Other info: Join a diverse and inclusive culture that values your growth and contributions.
- Why this job: Make a real difference in people's lives while developing your leadership skills.
- Qualifications: Experience in social housing and strong leadership abilities required.
The predicted salary is between 35000 - 45000 £ per year.
Pinnacle Group are looking for an experienced Team Leader to lead our Outreach Support Service within the Homes Customer Experience team, part of the Homes division, supporting customers with complex needs to sustain their tenancies. This is a key leadership role responsible for delivering a structured outreach model across tenancy support, financial resilience and employment & skills.
You will manage a team of Outreach Support Officers, take ownership of service delivery and work closely with internal teams and external stakeholders to proactively identify risk, intervene early and improve tenancy sustainment outcomes across the portfolio. Our Homes Division delivers trusted housing management services across Affordable, Private Rented and Leasehold properties. We work with local authorities, registered providers and investors to support thriving communities.
The ideal candidate will be a proven leader within social housing, with a strong track record in tenancy support, financial resilience and employment and skills services. They will bring in-depth knowledge of housing and welfare frameworks, alongside up-to-date understanding of housing legislation, welfare benefits, ASB and tenancy sustainment. Proven experience leading and motivating teams to deliver high-quality outcomes is essential, along with the drive to play a key role in implementing a new, proactive service, taking a hands-on and customer-focused approach to delivering sustainable tenancy outcomes.
We’re looking for someone who not only meets the key criteria below but also embraces our core values – Trust, Respect, Involve, Challenge, and Deliver Excellence – and is committed to earning and maintaining the confidence of our clients and communities.
Key Responsibilities Will Include:- To develop and implement our proactive outreach service for customers with complex needs and lead on all aspects of that service to support tenancy sustainment.
- To lead and manage a team of staff to deliver that service, setting strategic direction.
- To establish and manage a referral process for the service using available customer vulnerability and support needs data to ensure resources are targeted where most needed to address multiple risks in tenancy sustainment.
- To oversee the housing related and tenancy sustainment needs assessments process for all referred households to identify household needs, vulnerability, and risks.
- To ensure support plans have identifiable outcomes that are implemented and referrals to other agencies actioned in line with agreed timeframes.
- To establish case review panels at regular intervals to ensure that support plans are implemented and outcomes achieved in line with targets identified and that risks are stepped up or down as risks change.
- To establish a system for case monitoring and outcome tracking which captures referrals and engagement levels, tenancy sustainment outcomes, reduction in arrears, resolution of tenancy issues, financial gains for customers.
- To oversee the preparation of monthly client reports ensuring that they are high quality, timely and accurate.
- To introduce a system for customer feedback and utilise that to review the service and ensure continuous improvement.
- Ensure the establishment of good relationships with support agencies who can assist with the provision of services to sustain tenancies such as safeguarding Adult and Children services, ASB panels, domestic abuse services, mental health support services, benefits agencies, budget support, debt management jobs clubs, employment agencies, and volunteering services.
- Experience of working in the Social Housing Sector and up to date Knowledge of Housing Legislation, Welfare Benefits, ASB legislation, Welfare Support /Debt management, Employment skills support, and tenancy sustainment matters.
- The ability to manage and motivate individuals and teams to deliver excellence as well as managing a caseload directly.
- Experience of carrying out a range of activities and in-depth case work to ensure complex or sensitive cases are appropriately managed, and resolved, and referrals made to appropriate councils, agencies/support services; and other non-statutory and voluntary sector services to support residents.
- Understanding of how to support residents with complex needs, including health issues, mental health, and experiences of domestic abuse.
- Ability to build and maintain close working relationships with a range of internal and external services and stakeholders resolve problems and sustain tenancies, and to build our service offer around accessing employment, training, and volunteering opportunities.
- In-depth knowledge and understanding of current legislation, policy, and administrative processes related to welfare rights, including both means-tested and non-means-tested benefits such as Universal Credit, Housing Benefit, disability benefits, tax credits, and wider welfare reform.
- Ability to support and advise residents through all stages of the welfare system from initial claims through to mandatory reconsiderations, appeals, and First Tier Tribunal representation.
- Strong understanding of financial inclusion, income maximisation, money management, and the impact of benefits on rent payments and arrears.
We believe that diversity makes us stronger. The more varied our workforce, the better we can understand, reflect and meet the needs of the communities we serve. That’s why we actively welcome applications from people of all backgrounds – especially those who represent the communities we work with every day. As a colleague, you’ll be part of an inclusive and supportive culture where you’re encouraged to thrive. We’re committed to helping you reach your full potential through continuous learning, development opportunities and career progression.
Benefits:In addition to statutory benefits such as sick pay, maternity/paternity leave, a pension scheme, and annual leave, we offer a wide range of additional benefits tailored to your role and business area, including:
- Maternity/paternity packages
- Flexible Working Arrangements
- Life Assurance
- Enhanced Pension Scheme
- Additional Annual Leave
- Private Medical Insurance
- Cycle to Work Scheme
- Employee Assistance Programme
- Retail Discounts
- Childcare Assistance
- Season Ticket Loans
- Sick Pay Schemes
- Personal Development Plans
Team Leader Tenancy Support Service employer: Pinnacle Group Limited
Pinnacle Group is an exceptional employer that prioritises a people-first culture, fostering an inclusive and supportive environment where employees are encouraged to thrive. With a strong commitment to employee growth through continuous learning and development opportunities, we offer a comprehensive benefits package that includes flexible working arrangements, private medical insurance, and personal development plans, all aimed at enhancing the well-being of our team members. Join us in making a meaningful impact on the communities we serve while enjoying a rewarding career in social housing.
StudySmarter Expert Advice🤫
We think this is how you could land Team Leader Tenancy Support Service
✨Get Involved Locally
Dive into local volunteer opportunities or social initiatives. This not only beefs up your CV but also connects you with like-minded folks in nonprofits. Plus, it shows your passion for social impact, which is key for getting noticed by Pinnacle Group Limited.
✨Tap into Professional Networks
Join networks like the National Council for Voluntary Organisations (NCVO) or local charities to meet professionals in the sector. Attend events and workshops to build relationships and learn about potential openings at organisations like Pinnacle Group Limited.
✨Showcase Your Commitment
When prepping for interviews, be ready to speak about your personal connection to social issues. Dive into specific examples of how you’ve contributed to community projects – this will resonate with the mission-driven vibe at Pinnacle Group Limited.
✨Utilise Online Platforms
We’re all about making connections, so use platforms like Idealist and CharityJob to hunt for full-time roles. And of course, you should keep an eye on our website for exciting opportunities at Pinnacle Group Limited. Apply directly through us to stand out!
We think you need these skills to ace Team Leader Tenancy Support Service
Some tips for your application 🫡
Show Your Passion for the Cause:In the nonprofit sector, it's super important to demonstrate genuine passion for the mission of Pinnacle Group Limited. Use your cover letter to showcase any personal experiences or volunteer work that connects you to their social impact initiatives. This emotional connection can really help your application stand out.
Highlight Relevant Experience:When crafting your CV, be sure to include any relevant projects or roles that showcase your skills in social impact. Whether it's community organising, fundraising, or advocacy, highlight what you've done and the difference it's made. Don’t just list tasks; quantify your achievements and the outcomes of your efforts.
Tailor Your Documents to the Role:For a full-time role like Team Leader Tenancy Support Service, ensure your CV and cover letter specifically address the responsibilities outlined in the job description. Use their language to describe your skills and experience, making it easy for the hiring team to see how you fit into their vision.
Emphasise Teamwork and Collaboration:Nonprofits thrive on teamwork, so make sure to emphasise your collaborative experiences. Whether you've worked in a team setting, partnered with community organisations, or facilitated group projects, highlight these experiences in your application. Show them you understand the importance of working alongside diverse individuals to achieve shared goals.
How to prepare for a job interview at Pinnacle Group Limited
✨Show Your Passion for Social Change
When we’re prepping for interviews in the nonprofit space, it's vital to demonstrate our genuine passion for social impact. Be ready to discuss not just your skills and experiences but also why you care about the mission of Pinnacle Group Limited. Sharing personal stories or insights can really make us stand out.
✨Highlight Project Experience
We should focus on specific projects we've worked on that align with the goals of social impact. Whether that’s a community initiative, volunteering, or a class project, having solid examples that showcase our role and the outcomes will resonate well with the interviewers.
✨Familiarity with Relevant Tools and Practices
Let’s brush up on tools and methodologies commonly used in the nonprofit sector, like project management software or outcome measurement frameworks. Being able to speak fluently about these will show that we’re not just passionate but also knowledgeable and ready to hit the ground running.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that evaluate our problem-solving skills in real-world social issues. Think about how we’d handle challenges in the nonprofit environment and prepare stories that demonstrate our critical thinking and adaptability. Role-playing with a friend could help us feel more confident!
