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Tenancy Sustainment Team Lead
2 months ago
Job Summary:
We are seeking an experienced Tenancy Sustainment Team Lead to join our dynamic team at Paradigm Housing Group. As a key member of our team, you will be responsible for leading a team of Tenancy Sustainment Advocates, ensuring that we deliver an exceptional level of service, support, and advocacy to our customers, particularly those with complex needs.
About the Role:
As a Tenancy Sustainment Team Lead, you will be responsible for leading a team of Tenancy Sustainment Advocates, providing expert advice and guidance on complex cases, and advocating on behalf of customers. You will also be responsible for monitoring and ensuring adherence to our quality assurance framework, identifying and implementing service improvements to enhance the customer experience.
Key Responsibilities:
* Lead, mentor, and support a team of Tenancy Sustainment Advocates, fostering a culture of continuous improvement and high performance.
* Provide expert advice and guidance on complex cases, including attending multi-agency professional meetings and advocating on behalf of customers.
* Monitor and ensure adherence to our quality assurance framework, identifying and implementing service improvements to enhance the customer experience.
* Work closely with external organisations, including charities, local authorities, and health services, to secure the best outcomes for our customers.
* Directly manage a caseload of customers with varied support needs, ensuring they receive appropriate advice, advocacy, and signposting to relevant services.
* Champion a safe working environment, taking responsibility for the health and safety of yourself and your team.
About You:
We are looking for an experienced leader with a strong background in tenancy sustainment and support, particularly in managing teams and complex caseloads. You should have a proven track record of delivering high-quality services, improving processes, and achieving positive outcomes for customers. You should be passionate about making a difference and have a deep understanding of the challenges faced by vulnerable customers.
Requirements:
* Extensive experience in managing tenancy sustainment/support service teams and complex caseloads, particularly in areas such as welfare benefits, housing law, financial inclusion, and mental wellbeing.
* Strong ability to mentor, coach, and develop team members, fostering a collaborative and high-performing team culture.
* Excellent verbal and written communication skills, with the ability to influence stakeholders at all levels.
* A logical and data-driven approach to problem-solving, with the confidence to make informed recommendations.
* A deep commitment to customer satisfaction, with experience in identifying and implementing service improvements.
What We Offer:
We offer a supportive work environment, competitive salary, and excellent benefits. This is a unique opportunity to join a forward-thinking organisation at a time of growth and transformation. At Paradigm Housing Group, you will have the chance to lead a dedicated team, shape the future of our customer support services, and make a real impact on the lives of our customers.