At a Glance
- Tasks: Lead a team to support customers with complex needs and improve tenancy outcomes.
- Company: Pinnacle Group, a diverse and inclusive social housing organisation.
- Benefits: Flexible working, private medical insurance, and personal development opportunities.
- Other info: Join a supportive culture that values diversity and career growth.
- 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.
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.
Key Responsibilities- 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 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.
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 - Outreach Support Service employer: Pinnacle Group
Pinnacle Group is an exceptional employer that fosters a supportive and inclusive work culture, making it an ideal place for those passionate about social housing and community support. With a strong commitment to employee growth, we offer continuous learning opportunities, flexible working arrangements, and a comprehensive benefits package that includes private medical insurance and enhanced pension schemes. Join us in making a meaningful impact on the lives of customers with complex needs while enjoying a rewarding career in a dynamic team environment.
StudySmarter Expert Advice🤫
We think this is how you could land Team Leader - Outreach Support Service
✨Tip Number 1
Network like a pro! Reach out to your connections in the social housing sector and let them know you're on the lookout for opportunities. You never know who might have the inside scoop on a role that’s perfect for you.
✨Tip Number 2
Prepare for interviews by researching the company and its outreach services. Understand their approach to tenancy support and think about how your experience aligns with their goals. This will help you stand out as a candidate who truly gets what they’re about.
✨Tip Number 3
Showcase your leadership skills during interviews. Be ready to share examples of how you've motivated teams and delivered high-quality outcomes in previous roles. This is your chance to shine and demonstrate that you can lead the Outreach Support Service effectively.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to engage directly with us.
We think you need these skills to ace Team Leader - Outreach Support Service
Some tips for your application 🫡
Show Your Leadership Skills:When writing your application, make sure to highlight your experience in leading teams. We want to see how you've motivated others and delivered high-quality outcomes in previous roles, especially in social housing.
Be Specific About Your Experience:Use concrete examples to demonstrate your knowledge of housing legislation and welfare benefits. We love details that show you understand the complexities of tenancy support and how to navigate them effectively.
Tailor Your Application:Make sure your application speaks directly to the job description. Use similar language and phrases to show us you’re a great fit for the Team Leader role in our Outreach Support Service.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for this exciting opportunity.
How to prepare for a job interview at Pinnacle Group
✨Know Your Stuff
Make sure you brush up on your knowledge of housing legislation, welfare benefits, and tenancy sustainment. Being able to discuss these topics confidently will show that you're not just familiar with the role but also passionate about making a difference.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led teams in the past. Think about specific challenges you faced and how you motivated your team to achieve high-quality outcomes. This is your chance to demonstrate your leadership style and how it aligns with the company's values.
✨Understand the Customer's Needs
Be ready to discuss how you would approach supporting customers with complex needs. Think about strategies for building relationships with stakeholders and how you would implement a proactive outreach service. Showing empathy and understanding will set you apart.
✨Ask Thoughtful Questions
Prepare some insightful questions to ask at the end of your interview. This could be about the team's current challenges or how success is measured in this role. It shows that you're genuinely interested in the position and eager to contribute to the team's goals.
