About the role
We’re recruiting for a Tenancy Sustainment Team Leader to join our team! This role can be contractually based out of our Portsmouth or Basingstoke office and covers the Hampshire area. This a permanent, full-time role working 37 hours a week, with a minimum of 20% of this to be office-based to promote collaboration and team working.
Benefits
Want to know what we can offer you?
* 26 days holiday (plus bank holidays) pro rata, with the opportunity to buy or sell annual leave
* A productivity-related bonus scheme to enhance your take-home
* A generous contributory pension of 6%. We’ll match employee contributions between 7% and 10%
* Life assurance paid at x 3 annual salary
* Private medical insurance
* Health care cash plan called Medicash
* Enhanced pay for maternity, paternity, adoption and shared parental leave
* Access to counselling, legal and financial information
* Electric car scheme
* Huge variety of in-house & e‑learning courses and a range of coaching and mentoring programmes
Responsibilities
As the Tenancy Sustainment Team Leader, you’ll manage the Tenancy Sustainment team, ensuring high performance and excellent customer service. You will supervise, motivate, and manage, ensuring a responsive service is delivered. As one of VIVIDs Team Leaders you’ll carry out performance reviews, identify training needs in your team, and support team development.
You’ll manage the team to provide direct and tailored support based on principles, enabling the team to be in the best position to help customers sustain their tenancies. You will also triage new referrals using a set criteria, provide feedback for referrals not actioned, and maximise opportunities for intensive support and intervention.
You’ll be providing effective supervision of casework, ensuring customer support agreements are followed, meeting trauma‑informed practice with clear outcomes and intervention where needed. As tenancy support can have challenging cases, you’ll play a key part in supporting your team. Additionally, you’ll monitor and report on the outcomes of the service, ensuring quality and targets are being met.
As part of the safeguarding responsibilities, you will support the Safeguarding lead in training, awareness‑raising, and monitoring of safeguarding cases. You’ll have strong communication and interpersonal skills which you’ll utilise when representing VIVID at stakeholder meetings, maintaining effective working relationships and creating a positive company image.
You’ll monitor the use of the Welfare Fund, adapting criteria based on business priorities, customer need, and budget constraints, and will ensure the welfare fund application process is easy to use for customers and staff.
Qualifications
The ideal candidate for the Tenancy Sustainment Team Leader role will have previous experience working in a housing or support related role, with experience working with vulnerable customers and a strong knowledge of safeguarding. You’ll have a sound understanding of the social housing sector and the relevant regulation, procedures and best practice aligned with social housing. You’ll have experience in customer service and will have the communication and interpersonal skills needed to support, lead, and engage not only your team, but customers and other agencies you’ll work alongside too. Previous experience of managing a team is essential.
As this role involves travel, a full UK driving licence and access to a vehicle for business use is a requirement. Business mileage will be paid.
This role is subject to an enhanced DBS check.
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