Tenancy Sustainment Team Leader

Tenancy Sustainment Team Leader

High Wycombe / hybrid working (2 days in the office & 3 working from home)

£44,569 + Excellent Benefits

Are you an experienced leader in tenancy sustainment, ready to take the next step in your career? We are looking for a proactive and dedicated Tenancy Sustainment Team Leader to join our dynamic team at Paradigm. In this role, you will lead 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. Your leadership will be key in maintaining high performance, customer satisfaction, and continuous service improvement.

At Paradigm, we pride ourselves on being more than just a landlord. We are committed to supporting our customers to maintain their tenancies and live independently. As we enhance our customer support function, you will play a vital role in driving this change, working closely with both internal teams and external organisations to provide a holistic, coordinated approach to customer support.

Key Responsibilities:

• Leadership & Development: Lead, mentor, and support a team of 3 Tenancy Sustainment Advocates, fostering a culture of continuous improvement and high performance. Conduct regular 1:1s, appraisals, and case reviews to develop individual personal development plans.

• Case Management: Provide expert advice and guidance on complex cases, including attending multi-agency professional meetings and advocating on behalf of customers.

• Service Quality: Monitor and ensure adherence to our quality assurance framework, identifying and implementing service improvements to enhance the customer experience.

• Collaboration: Work closely with external organisations, including charities, local authorities, and health services, to secure the best outcomes for our customers.

• Customer Support: Directly manage a caseload of customers with varied support needs, ensuring they receive appropriate advice, advocacy, and signposting to relevant services.

• Health & Safety: Champion a safe working environment, taking responsibility for the health and safety of yourself and your team.

About You:

You are an experienced leader with a strong background in tenancy sustainment and support, particularly in managing teams and complex caseloads. You have a proven track record of delivering high-quality services, improving processes, and achieving positive outcomes for customers. You are passionate about making a difference and have a deep understanding of the challenges faced by vulnerable customers.

• Experience: 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.

• Leadership Skills: Strong ability to mentor, coach, and develop team members, fostering a collaborative and high-performing team culture.

• Communication: Excellent verbal and written communication skills, with the ability to influence stakeholders at all levels.

• Problem-Solving: A logical and data-driven approach to problem-solving, with the confidence to make informed recommendations.

• Customer Focus: A deep commitment to customer satisfaction, with experience in identifying and implementing service improvements.

Why Join Paradigm?

This is a unique opportunity to join a forward-thinking organisation at a time of growth and transformation. At Paradigm, 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. We offer a supportive work environment, competitive salary, and excellent benefits.

If you are passionate about customer service and ready to lead a team in delivering outstanding support to our customers, we would love to hear from you.