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Service Lead

2 months ago

Brent, Greater London, United Kingdom Caridon Group Full time
Job Title: Service Lead

At Caridon Group, we are seeking a highly skilled and experienced Service Lead to join our team. As a Service Lead, you will play a crucial role in supporting Housing Support Officers in providing housing-related support to our residents.

Key Responsibilities:
  • Build positive relationships with clients and ensure the delivery of personal housing plans.
  • Establish relationships with stakeholders to signpost clients for specialist support.
  • Work with residents and the team to identify and implement service improvements.
  • Build relationships with referral sources to access best support for clients.
  • Escalate maintenance issues to the maintenance team.
  • Monthly supervision of Housing Support Officers.
  • Support Housing Support Officers with benefits advice and applications.
  • Assist with complex cases and manage the residual case load.
  • Review and update housing support plans and risk assessments.
  • Record and report safeguarding concerns.
  • Monitor and maintain internal computer systems.
  • Oversee practices to ensure tenancy, behaviour, payment, and eviction standards are met.
  • Provide weekly and monthly statistics on voids, evictions, and arrears.
  • Meet set KPIs.
  • Ensure the operation of the service meets customer service requirements.
  • Support Housing Support Officers with Housing Benefit issues.
  • Handle and escalate client complaints.
  • Attend multi-agency meetings to promote client needs.
  • Ensure sufficient staff cover during absences.
  • Ensure confidentiality and data protection are observed.
  • Assist with the recruitment process of new staff and volunteers.
Requirements:
  • At least two years' experience in managing a small team.
  • Demonstration of leadership.
  • Self-motivated and able to work unsupervised.
  • Ability to provide quality direction, support, and training to colleagues.
  • Non-judgmental professional relationship with vulnerable clients.
  • Experience working with those who have experienced homelessness.
  • Ability to communicate well with clients and peers.
  • Ability to work positively without direct supervision.
  • Ability to liaise positively with other agencies.
  • Knowledge of Health & Safety legislation.
Benefits:
  • Generous leave entitlement.
  • Health and well-being benefits.
  • Employee wellness program.
  • Pension plan.
  • Financial incentives.
  • Celebratory events.
  • Long-term service recognition.