At a Glance
- Tasks: Lead a team to support customers with complex needs and ensure successful tenancies.
- Company: Join Pinnacle Group, a leading provider of housing and community services.
- Benefits: Enjoy flexible working, personal development plans, and a supportive culture.
- Other info: Diverse and inclusive workplace committed to your growth and success.
- Why this job: Make a real difference in people's lives while developing your leadership skills.
- Qualifications: Experience in social housing and strong team management skills required.
The predicted salary is between 31500 - 38500 £ per year.
Pinnacle Group are seeking an experienced Team Leader – Tenancy Support Service to join the Homes Customer Experience team.
This role sits within the Homes division and focuses on supporting customers with complex needs to successfully sustain their tenancies.
This is a key leadership position responsible for delivering a structured outreach model, covering tenancy support, financial resilience and employment & skills initiatives.
You will lead and develop a team of Outreach Support Officers, take full ownership of service delivery and work collaboratively with internal teams and external partners.
The role requires a proactive approach to identifying tenancy risk, enabling early intervention and driving improved 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.
Who we are
Pinnacle Group is a market-leading national provider of housing, neighbourhood and workplace services.
With over thirty years of experience, we deliver expert, place-based management and maintenance solutions that enhance the everyday lives of the communities we serve.
We’re a people-first organisation with a values-driven culture that has stood the test of time - reflected in the way we care for both our employees and our customers.
Who we’re looking for
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.
Rates that risk and determines the intensity and duration of intervention required.
- 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 ensuing 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.
Key requirements
- 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.
Our offer
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
- #J-18808-Ljbffr
Team Leader Tenancy Support Service in London employer: Pinnacle Group
Pinnacle-Group is an excellent employer, offering a supportive work culture that prioritises the safety and well-being of both students and staff. With opportunities for professional growth and a range of diverse benefits, including training and development programmes, working in Clacton-on-Sea allows you to make a meaningful impact in the community while advancing your career in electrical maintenance.
StudySmarter Expert Advice🤫
We think this is how you could land Team Leader Tenancy Support Service in London
✨Dive into Local Community Groups
Social work thrives on community connections, so get involved in local groups or forums specific to your interests. Whether it’s volunteering at local shelters or joining community action boards, these are great ways to boost your visibility and make direct contacts that could lead to opportunities like the one at Pinnacle Group.
✨Attend Social Work Events and Workshops
Keep an eye out for workshops, seminars, or conferences in social work. These events are fantastic for meeting professionals in the field, learning about emerging trends, and spotting job openings. Plus, you might just bump into someone from Pinnacle Group!
✨Showcase Your Passion and Expertise
Use platforms like Instagram or LinkedIn to share your journey and insights into the social work sector. Whether it’s writing about your experiences or sharing relevant articles, this helps to establish you as an engaged professional. Potential employers, like Pinnacle Group, will notice your enthusiasm!
✨Leverage Your Network
Don’t hesitate to reach out to professors, mentors, or even past colleagues who are in social work. They might have inside knowledge about openings at Pinnacle Group or be able to connect you with someone who’s hiring. Networking is key, especially in a full-time role where relationships matter.
We think you need these skills to ace Team Leader Tenancy Support Service in London
Some tips for your application 🫡
Show Your Passion for Social Work:In your cover letter, let us see your passion for social work shine through! Talk about the experiences that made you want to pursue this career—whether it’s volunteering, personal experiences, or academic projects. We want to know why this field matters to you.
Emphasise Relevant Qualifications:Make sure your CV highlights any relevant qualifications, like degrees in social work or certifications like a DBS check. If you've done any workshops or training, don’t forget to include those as well. We're keen to see your commitment to your professional development!
Detail Your Experience with Clients:Since this is a hands-on field, detailing any direct experience you have with clients is crucial. Whether it's internships, volunteer roles, or previous jobs, highlight those experiences in your CV to show us you've got the practical skills necessary for the job!
Tailor Your Application to Pinnacle Group:Before hitting send, make sure to tailor your application specifically to Pinnacle Group! Research our mission and values, and refer to them in your cover letter. This shows us that you understand our work and are genuinely interested in being a part of our team!
How to prepare for a job interview at Pinnacle Group
✨Understanding the Role of Empathy
In social work, understanding and demonstrating empathy is key. Be prepared to share personal experiences or scenarios where you effectively showed compassion and support. This helps show that you genuinely care about the well-being of others, which is crucial in social work.
✨Demonstrating Knowledge of Frameworks
Familiarise yourself with the frameworks and models used in social work, such as the Strengths-Based Approach or the Ecological Perspective. Be ready to discuss how these frameworks apply to your work, especially if you can tie them into real-world examples or case studies you've encountered.
✨Showcasing Your Multi-Disciplinary Skills
In a full-time social work role, you'll often collaborate with healthcare professionals, educators, and law enforcement. Be prepared to describe your teamwork experiences and how you've effectively communicated with other disciplines to achieve the best outcomes for clients.
✨Preparing for Scenario-Based Questions
Expect questions that put you in hypothetical social work situations, such as dealing with a crisis or managing a complex case. Think through your thought process for these scenarios beforehand, considering how you'd assess the situation and what steps you'd take, as this demonstrates your critical thinking and problem-solving abilities.
