Job profile – Advice and Support Team Leader, Customer Services

by The Gateshead Housing Company & filed under About us - find a job.

Grade G

  • Location: Gateshead Civic Centre
  • Service: Rent and Income Service
  • Line Manager: Rent and Income Team Manager
  • Car user status: Casual

Job purpose

To line manage and effectively supervise a team dedicated to sustaining tenancies by providing welfare benefits advice, energy advice and money advice to tenants, with a focus on those affected by Universal Credit and other welfare reforms.

The key roles of this post will include:

  1. To efficiently and effectively supervise team members who deliver specialist welfare benefits advice and support to tenants.
  2. To closely monitor the impact of Universal Credit, Under Occupation and the Benefit Cap on accounts and take action to mitigate the impacts of these Welfare Reforms.
  3. To manage referrals to the service and allocate cases to your team members.
  4. To be fully conversant and up to date with Welfare Reform legislation and welfare benefit changes and to cascade this knowledge to staff and client groups.
  5. To undertake project work that will be assigned to you in order to develop the service and to consider and implement new ways of working.
  6. To ensure preventative measures are effectively implemented to prevent arrears from accruing and sustain tenancies.
  7. To monitor weekly performance against any internal or external team targets and report to the Rent and Income Service Manager on a monthly basis.
  8. To help manage the relationship with key stakeholders such as the local authority Housing Benefit service, Debt Advice Team, CAB and the local credit union to ensure effective joint working including co-location where appropriate.
  9. To deputise for the Rent and Income Team Manager when absent.
  10. Such other responsibilities allocated appropriate to the grade of the post.

Essential skills and knowledge

 Experience of:

  • The state benefit systems and Welfare Reforms
  • Effective communication skills
  • Handling complex and difficult queries
  • Effective joint working across service areas and with external agencies

Knowledge of:

  • Housing advice and tenancy support issues


  • Five GCSEs (at least grade c) or equivalent or relevant experience.

Desirable skills and knowledge

Experience of:

  • Effective joint working across service areas and with external agencies
  • Managing and improving performance
  • Ability to plan work and identify key priorities
  • Effective tenancy sustainment activity
  • Supervising a team

Competencies relating to this post

Deciding and initiating action

Takes responsibility for actions, projects and people; takes initiative and works under own direction; initiates and generates activity and introduces changes into work processes; makes quick, clear decisions which may include tough choices or considered risks.

Leading and supervising

Provides others with a clear direction; motivates and empowers others; recruits staff of a high calibre; provides staff with development opportunities and coaching; sets appropriate standards of behaviour.

Working with people

Shows respect for the views and contributions of other team members; shows empathy; listens, supports and cares for others; consults others and shares information and expertise with them; builds team spirit and reconciles conflict; adapts to the team and fits in well.

Persuading and influencing

Gains clear agreement and commitment from others by persuading, convincing and negotiating; makes effective use of political processes to influence and persuade others; promotes ideas on behalf of oneself or others; makes a strong personal impact on others; takes care to manage one’s impression on others


Analyses numerical data and all other sources of information, to break them into component parts, patterns and relationships; probes for further information or greater understanding of a problem; makes rational judgements from the available information and analysis; demonstrates an understanding of how one issue may be a part of a much larger system.

Planning and organising

Sets clearly defined objectives; plans activities and projects well in advance and takes account of possible changing circumstances; identifies and organises resources needed to accomplish tasks; manages time effectively; monitors performance against deadlines and milestones.

Delivering results and meeting customer expectations

Focuses on customer needs and satisfaction; sets high standards for quality and quantity; monitors and maintains quality and productivity; works in a systematic, methodical and orderly way; consistently achieves project goals.