Team Leader - Outreach Support Service

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.

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.

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.
• In-depth knowledge and understanding of current legislation, policy, and administrative processes related to welfare rights.
• 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.