Tenancy Sustainment & Support Advocate (12m FTC)

Paradigm Housing Group; High Wycombe; Hybrid; GBP 30,000 - 35,000; Full time

Job summary

A regional housing association in High Wycombe is seeking an experienced Case Manager to provide professional advice and support for vulnerable customers facing complex challenges. The ideal candidate should have extensive experience managing varied caseloads and a strong understanding of social housing legislation. This role offers a chance to make a tangible impact on customers' lives and includes benefits such as flexible working, generous annual leave, and opportunities for professional development.

Benefits

25-30 days annual leave plus extra paid days

Defined contribution pension scheme

Car leasing scheme

Annual bonus potential

Paid professional subscription

Family friendly policies

Health cash plan

Paid volunteer days

Opportunities for career development

Social events

Qualifications

• Extensive experience managing varied caseloads of customers with complex support needs.
• Strong customer focus with understanding of social housing issues.
• Proven track record of working with multiple agencies.

Responsibilities

• Provide professional advice and support to customers requiring additional help.
• Collaborate with internal teams and external organisations to deliver support.
• Document customer interactions and maintain records diligently.

Skills

Caseload management

Customer service

Communication

Team collaboration

Knowledge of social housing legislation

Resilience

Job description

We are looking for an experienced Case Manager to join our Tenancy Sustainment Team who will provide high levels of service performance and customer satisfaction and proactively identify unmet support needs by taking a coordinated holistic approach to support. This will be achieved by working collaboratively with internal teams and external organisations.

Here at Paradigm we pride ourselves on being more than a landlord and have recently enhanced our customer support offer. Your role will be to provide professional advice, support and sign‑posting service for Paradigm customers who are identified as requiring additional support to maintain their tenancy.

We are looking for an individual with a strong background in managing caseloads of customers with a varied range of support needs and complexities from mental health support, financial inclusion, employment advice & signposting, applying for charitable funding, fuel or food poverty and hoarding support.

About you

You will have extensive experience in this field and will provide short to medium term support to some of our most vulnerable customers, making a real difference to their lives.

Working as part of a close‑knit team you will be proactive, resilient, well‑organised and a diligent record‑keeper and also bring forward ideas and suggestions to improve the customer journey. As well as being passionate about delivering an excellent customer experience you will be a first‑class communicator with a proven track record of working with multiple agencies to deliver tangible positive outcomes to support customers to sustain their tenancies.

You will have a strong customer focus with an understanding of the issues in social housing legislation and current government initiatives. You will have experience of effectively and efficiently managing a high caseload of support cases of varying needs referred by internal teams and external agencies.

If that sounds like you we would love to have you as part of our team. It is a great opportunity to join us at a time when you can have a real and personal impact on the future success of our business.

Our Team

We’re a small dedicated team with diverse expertise, passionate about making a real difference for Paradigm customers and the wider community. We support via advocating and signposting individuals facing complex challenges such as hoarding, homelessness, probation and high‑level support needs.

Our work is central to Paradigm’s vision of providing high‑quality, compassionate and person‑centred advocacy. We believe in early intervention, strong partnerships and tailored solutions and are proud to be a trusted point of contact for our most vulnerable residents.

We support flexible working and welcome applications from all sections of the communities we work in.

Apply today and/or pass on these vacancy details to someone who may also fit the bill. What have you got to lose?

Important Application Information

As part of our application process you are required to complete three mandatory questions. Applications submitted without responses to these questions will not be considered.

For the full job description and person specification for the role please see the attachment at the bottom of this page. Should you have any queries about this vacancy please email us and we will respond as soon as possible.

Thank you for your interest in Paradigm Housing Group thus far.

Shortlisting will be conducted in line with the essential and desirable criteria set out in the person specification. We reserve the right to close this role earlier than the published date should a suitable candidate be identified.

Our benefits

• Holidays 25 days rising to 30 with length of service (30 days starting for senior roles) plus an extra three paid days off between Christmas and New Year and the opportunity to buy up to another five days.
• Pension scheme: a defined contribution scheme with employer contributions of 7.5% or 9.5% depending on the employee’s contribution rate.
• Car leasing scheme.
• Annual bonus potential.
• 1 paid professional subscription per year.
• Family friendly policies including generous paternity, maternity, shared parental and adoption leave, sabbaticals and more.
• Health cash plan worth over £1800 per year. Includes dental, optical, prescriptions and flu jabs, physiotherapy, chiropractic therapy, reflexology, sports massage and more.
• Hybrid working for many roles.
• Up to three paid Giving Back (volunteer) days a year.
• Modern collaborative offices with free parking and charging points for electric vehicles.
• Opportunities for career development and progression.
• Social events such as quiz nights, Christmas Party and Summer BBQ.

Our Vision

We provide excellent services to customers and build new homes to help more people.

We make sure our homes are safe and sustainable.

And we strive to do more by making the most of our resources.

Working For Us

Our Values

Safer Together

The safety of our customers, colleagues and ourselves is a priority in everything we do.

Driving Improvement

We seek to do things better and deliver value to our customers.

Working As One

We work collaboratively with others and also take personal responsibility for delivering outcomes for our customers, colleagues and stakeholders.

Acting Thoughtfully

We make ourselves aware of our customers’ and colleagues’ circumstances and consider this thoughtfully and respectfully and with attention to the impact on the environment when taking action.

Being Clear

We will communicate in a clear and consistent manner so that our customers, colleagues and stakeholders understand the high standards that we work to.

Please note that customer facing roles may be subject to a DBS check.