Team Leader – Complex Needs Housing (Dispersed Properties)
Salary: £29,000 | Hours:37.5 hours per week (flexible, with occasional evening or weekend working and very occasional out-of-hours response if required) | Location:Skelmersdale, West Lancashire
ABOUT BIRCHWOOD
Birchwood Charity provides trauma-informed housing and support services for individuals and families facing homelessness, mental health challenges, and complex needs. Our approach is person-centred, recovery-focused, and rooted in values of dignity, empowerment, and social justice.
ROLE PURPOSE
To lead trauma-informed, person-centred housing support across dispersed properties, ensuring residents with complex needs are safe, supported, and equipped for independence. The Team Leader provides frontline leadership and oversees high-quality support planning, housing management, and compliance—balancing day-to-day delivery with housing standards, safeguarding, maintenance coordination, and partnership engagement.
KEY RESPONSIBILITIES:
Resident Support & Case Management
Provide leadership on complex or high-risk support cases, including safeguarding, risk management, and move-on planning.
Oversee delivery of support plans, keywork sessions, and risk assessments, ensuring all are meaningful and updated regularly.
Support residents to become tenancy-ready—understanding licence conditions, budgeting, managing bills, and accessing floating support or digital services.
Promote digital inclusion by coaching residents to upload documents, access online services, and build digital confidence.
Record all casework clearly and consistently in Zoho CRM.
Availability, Responsiveness & Leadership
Act as a reliable point of contact during working hours, maintaining professional responsiveness via phone, WhatsApp, and email.
Support occasional flexibility to respond to emerging needs—such as a resident concern, urgent repair, or property issue—outside of normal hours. These situations are infrequent and always balanced with wellbeing and team support.
Provide day-to-day supervision and guidance to Housing Support Worker(s), encouraging reflective practice and values-led work.
Use sound judgement to escalate safeguarding or operational risks to the Housing Manager or external agencies where required.
Housing & Property Management
Conduct regular property visits: weekly health and safety checks, monthly full property inspections, move-in/move-out inventories and responsive visits.
Log and monitor defects, liaising with contractors, landlords, and utility providers to ensure timely repairs.
Maintain fire safety compliance, ensure communal space standards are met, and contribute to housing quality improvement.
Identify and propose energy-saving improvements such as boiler efficiency, insulation, lighting, or solar PV upgrades.
Identify and propose energy-saving improvements such as boiler efficiency, insulation, lighting, or solar PV upgrades Draft and follow up on small grant applications (e.g. ECO4, Social Housing Decarbonisation Fund) to fund improvements for Birchwood or residents..
Multi-Agency Coordination & representation:
Represent Birchwood at case conferences, partnership forums, and safeguarding reviews.
Build and maintain effective relationships with local authorities, health providers, contractors, and other external partners.
Share updates on property issues, resident progress, and service developments in a timely, professional manner.
Service Monitoring, Reporting & Compliance:
Maintain accurate and timely digital records using Zoho CRM, ensuring consistency across casework, property tasks, and contractor liaison.
Generate reports to support contract monitoring, audit readiness, and continuous improvement.
Work with the Housing Manager to ensure service delivery remains compliant with internal policies, grant conditions, and statutory frameworks.
Person Specification
We’re looking for someone who brings experience, initiative, and a strong values base. You’ll be confident working independently while offering thoughtful leadership and care for others. You don’t need to tick every box—but you do need a commitment to learning, fairness, and professional boundaries.
At least 3 years’ experience supporting people with complex needs (e.g. homelessness, mental health, offending, substance use).
Experience of housing-related support, including property standards and tenancy readiness.
Familiarity with safeguarding procedures and multi-agency working.
Confidence supervising or mentoring colleagues or volunteers.
Ability to manage maintenance issues and liaise effectively with contractors and landlords.
Strong communication and digital recording skills (CRM, Microsoft Office, mobile platforms).
* Calm, consistent decision-making and the ability to manage risk.
Full UK driving licence and access to a vehicle.
Qualification in housing, social care, youth work or similar.
Experience managing fire safety, repairs, or energy efficiency measures.
Understanding of frameworks such as HHSRS, EPC targets or housing compliance standards.
* Familiarity with Zoho CRM or equivalent.
You will be a great fit if you:
Thrive in a role where no two days are the same.
Want to make housing safer, more inclusive, and more sustainable.
Value independence and also enjoy being part of a supportive team.
Are naturally proactive, calm under pressure, and motivated by doing the right thing.
Why Work for Birchwood::
Lead meaningful, frontline work that supports dignity, autonomy and recovery.
Shape the future of safe, sustainable housing with a values-driven organisation.
Work in a flexible, reflective team committed to personal growth and social impact.
Closing date is 22nd August 2025
How to Apply:
Interested candidates should submit a detailed CV and a cover letter to Angela.Diaferia@wlcrisiscentre.org.uk explaining their suitability for the role, detailing any relevant experience and qualifications.
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