At a Glance
- Tasks: Lead a team to support customers with complex needs and improve tenancy outcomes.
- Company: Pinnacle Group, dedicated to creating thriving communities through housing management.
- Benefits: Flexible working, personal development plans, and a range of employee perks.
- 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 Tenancy 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.
Key responsibilities- Develop and implement a proactive outreach service for customers with complex needs and lead on all aspects of that service to support tenancy sustainment.
- Lead and manage a team of staff to deliver that service, setting strategic direction.
- 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.
- Oversee the housing related and tenancy sustainment needs assessments process for all referred households to identify household needs, vulnerability, and risks.
- Ensure support plans have identifiable outcomes that are implemented and referrals to other agencies actioned in line with agreed timeframes.
- 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.
- 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.
- Oversee the preparation of monthly client reports ensuring that they are high quality, timely and accurate.
- 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, 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 Tenancy Support Service employer: Pinnacle Group
Pinnacle Group is an exceptional employer that prioritises the well-being and development of its employees, particularly in the vital role of Team Leader Tenancy Support Service. With a strong commitment to diversity and inclusion, we foster a supportive work culture that encourages continuous learning and career progression, alongside a comprehensive benefits package that includes flexible working arrangements, private medical insurance, and personal development plans. Located within a dynamic community-focused environment, our team members have the unique opportunity to make a meaningful impact while enjoying a fulfilling work-life balance.
StudySmarter Expert Advice🤫
We think this is how you could land Team Leader Tenancy 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 Pinnacle Group and their Homes Division. Understand their values and how they support communities. This will help you tailor your responses and show that you’re genuinely interested in making a difference.
✨Tip Number 3
Practice your leadership stories! Think of specific examples where you've led teams or managed complex cases. Be ready to share how you’ve motivated others and achieved positive outcomes, especially in tenancy support.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re keen on joining our team and contributing to our mission of supporting thriving communities.
We think you need these skills to ace Team Leader Tenancy Support Service
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in tenancy support and leadership. We want to see how your skills align with the role, so don’t hold back on showcasing your relevant achievements!
Showcase Your Knowledge:Demonstrate your understanding of housing legislation and welfare frameworks in your application. We’re looking for someone who knows their stuff, so include any specific examples that illustrate your expertise in these areas.
Highlight Team Leadership Skills:Since this is a key leadership role, make sure to emphasise your experience in managing and motivating teams. Share stories about how you’ve successfully led teams to achieve high-quality outcomes in the past.
Apply Through Our Website:We encourage you to apply directly through our website for a smoother process. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from us!
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 in the community.
✨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 a key leadership role, so demonstrating your ability to inspire and manage others is crucial.
✨Understand the Customer's Needs
Be ready to discuss how you would approach supporting customers with complex needs. Think about strategies for proactive outreach and how you would tailor support plans to ensure tenancy sustainment. Showing empathy and understanding will resonate well with the interviewers.
✨Build Relationships
Highlight your experience in building relationships with internal and external stakeholders. Be prepared to talk about how you've collaborated with other agencies to provide comprehensive support services. This role requires strong networking skills, so showcasing your ability to connect with others will be beneficial.
