Housing Solutions Team Leader Ref: 10-26

Salary: £38,519 - £44,760 per annum
Hours: Full time, 37 per week
Basis: Permanent
Place of Work: Dereham, occasionally Thetford and some travel across the district

If you're looking for a role where your work genuinely transforms lives, this is your opportunity to make a meaningful impact at the heart of your community.

As a Housing Solutions Team Leader you'll lead and inspire a dedicated team, raising the standard of advice and support offered to people facing homelessness. You'll bring deep experience of working with vulnerable households, a strong understanding of homelessness legislation, and a real commitment to equality, diversity and inclusion. Your ability to communicate with clarity, empathy and confidence will be essential as you guide colleagues through complex cases, build productive partnerships and navigate challenging situations with professionalism and care. If you're driven, adaptable and passionate about helping people find safe, secure housing, this role offers the chance to grow, lead and make a lasting difference.

About you:

Your qualities and behaviours are as important to us as your work experience.  Is this you?

• 'I recognise the skills, talent and experience of others and reach out to them for their contribution and input'
• 'I listen supportively to the ideas of others, building on their ideas, while sharing my views and knowledge'
• 'I have an open mindset, take risks and explore new ways of doing things'
• 'My approach to work is filled with positivity and optimism'
• 'I am flexible ensuring I provide the best possible service, wherever and whenever is best for the customer'
• 'I am driven to achieve results and show courage and resilience even when things don't go to plan'
• 'I take responsibility if things don't go well and learn from it for my own and for the organisation's development'
• 'I treat everyone with kindness, dignity and respect, valuing their thoughts, background and experience'
• 'I understand and take care of my own well-being and of that of those around me.'

OK, I'm interested... But is it really the job for me?

As a Housing Solutions Team Leader you will:

• Support the Housing Solutions Team Manager in providing an effective Housing Solutions Service.
• Directly line manage the Housing Solutions Officers, working with the other Senior Housing Solutions Officer to do this, and provide professional support on a case load basis in line with the Council's statutory housing duties, carrying out regular 1:1 supervision, appraisals, etc. with staff in accordance with Council policies.  
• Support the team to assess and process all homelessness and housing advice related enquiries within The Homelessness Reduction Act, focusing on prevention and relief criteria, in a manner which is focused upon accurate application of the homeless legislation, while being sensitive to the needs of the customer. This includes the processing of enquiries that relate to:
  - Advice on the wide range of housing options available to clients in differing circumstances, including signposting clients to third parties
  - Completing assessments and Personal Housing Plans in line with the Homelessness Reduction Act.
  - Homelessness prevention casework
  - Landlord/tenant advice and dispute resolution

Please see the job description and person specification for more a comprehensive list of duties that the role normally entails as you could be asked to occasionally pick up other responsibilities, and also for the personal qualities needed.

Please be aware that applicants who do not submit a supporting statement showing how they meet the person specification will not be considered for interview.

If you would like an informal chat regarding this role please contact Jane Booth, Housing Solutions Team Manager, by emailing jane.booth@breckland.gov.uk

Closing date - 9am, Monday 18 May 2026

What's it like to work for us?

We are passionate about our people and pride ourselves on being a great place to work, we genuinely care and know that a happy workforce is a productive and motivated one! If you're still not sure, here are some stats from our 2025 staff survey to convince you..

• 96% said they feel trusted and empowered
• 88% of staff recommend Breckland as a great place to work
• 86% said they have had opportunities to learn and grow in the last 12 months
• 91% think Breckland provide positive action on health and wellbeing
• 86% said they feel supported

If you STILL need convincing, here's what some of our staff say...

• "Breckland is a fantastic employer, lots of opportunities and support"
• "Having only just started, it is a great place to work, everyone says hello, is smiley and chatty. I like the groups that are on, like carers shed and neurodiversity"
• "We are encouraged to take regular breaks and there are mental health first aiders and a wide range of good promotional aspects of healthy living and wellbeing."
• "In times of need the council offers excellent support."
• "BDC really does seem to care about the wellbeing and happiness of their staff."

At Breckland Council we have embraced the Government's agenda to modernise local government. Our approach is to lead change rather than follow it, and to add the best value we can to our communities. We achieve this by developing our employees to their full potential, providing them with the relevant knowledge, equipment, and authority to carry out their duties.

We are a dynamic and innovative organisation that is always testing and learning as we seek to continually improve. We have never stood still in response to the emergence of new opportunities, changing customer demands, and ongoing funding challenges. We have exciting plans for how to deliver the best possible services to our residents and businesses.

Breckland as a district is a special place nestled in the heart of rural Norfolk, spanning over 500 square miles of beautiful countryside and forest, with five Market Towns and over 140,000 residents. We care, we listen, and we support people and businesses within our district. We have big ideas and we are innovative in our approach, coming up with ways to meet the needs of the local communities that we serve. Through our actions, we want to make things better.

But we know that we can't do it alone. We are a collaborative organisation and we work together with others to make a greater impact. We are also an organisation where our employees can grow and develop and are empowered to achieve and succeed. We are proud of our area, and by driving investment and enabling opportunities, we can maximise its full potential. We want to inspire aspiration to live, work, visit, or do business here: we want our district to be one of choice.

We will support and enable growth and change in our thriving, welcoming places where people and businesses choose to be, knowing their ambitions can be not just fulfilled but exceeded. By listening to people, by understanding what they need and by working together, we can shape what we have to offer. By doing so, we can benefit those who are already here and those who choose to come to live, work, visit, or do business.

We offer excellent conditions of service, including:

• A local government pension scheme (14 per cent employer contribution).
• Attractive holiday package (25 days increasing after three years' continuous Local Authority service by one day per year up to the maximum of 28 days, plus bank holidays)
• Free car parking.
• Remote-enabled working arrangements.
• A newly refurbished office. See what it is like working here by watching this short film: 
  

Our commitment to talent development, on the job learning and upskilling, training and professional memberships, will keep your knowledge and skills up to date.

Job summary

Description of duties

To support the Housing Solutions Team Manager in providing an effective Housing Solutions Service.

To directly line manage the Housing Solutions Officers, working with the other Senior Housing Solutions Officer to do this, and provide professional support on a case load basis in line with the Council's statutory housing duties, carrying out regular 1:1 supervision, appraisals, etc. with staff in accordance with Council policies.  

Support the team to assess and process all homelessness and housing advice related enquiries within The Homelessness Reduction Act, focusing on prevention and relief criteria, in a manner which is focused upon accurate application of the homeless legislation, while being sensitive to the needs of the customer. This includes the processing of enquiries that relate to:

• Advice on the wide range of housing options available to clients in differing circumstances, including signposting clients to third parties
• Completing assessments and Personal Housing Plans in line with the Homelessness Reduction Act.
• Homelessness prevention casework
• Landlord/tenant advice and dispute resolution

To participate positively in a duty rota to ensure prompt responses to service requests, conducting face to face interviews and home visits

To work collaboratively with the Housing Solutions Officers in relation to clients being referred to ensure that duties owed by the Council to clients are discharged in a timely and appropriate manner.

Take personal responsibility to build and maintain relationships with key partners, including private landlords, housing associations, statutory bodies, and third and voluntary sector organisations and the general public.

Develop and maintain open, honest and constructive relationships and be supportive to colleagues.

Play an active role in driving forward improvements in customer service delivery including complaints, MP enquiries, FOI requests and S.202 reviews

To assist the Housing Solutions Team Manager and Accommodation & Allocations Officers in managing the use of temporary accommodation, with the aim of keeping occupation and bed and breakfast expenditure to a minimum.

To contribute to and assist in the delivery of the Housing Strategy and to assist in the development and implementation of the Homelessness & Rough Sleeping Strategy.

Assist in the preparation of reports, carrying out of investigations or making of recommendations in conjunction with the Team Manager and service management team for Cabinet, Scrutiny, senior managers or external agencies ensuring appropriate liaison and consultation with interested parties.

To take part and contribute to the out of hours emergency homelessness service.

To undertake any other duties as requested by the Housing Manager, Housing Solutions Team Manager appropriate to the level and competence of the post.

Ensure that a high level of customer service is maintained at all times.

Ensure compliance to all policies, procedures, standard operating practices, with recommendations for action and continuous improvement.

Primary Line/Performance Management Objectives of the Role

To ensure the Housing Solutions Officers provide a range of excellent, customer-focused housing advice and homelessness prevention services, including but not exclusive to housing and welfare rights and responsibilities, the range of housing options available to the client, assistance in dealing with homelessness and/or threats of homelessness, etc

Where homelessness is not preventable, ensure the proper assessment and issuing of decisions for applications for assistance with homelessness in accordance with relevant legislation, the Homelessness Code of Guidance and relevant case law.

Primary Leadership Objectives of the Role

To lead the Housing Solutions Officers to deliver relevant statutory obligations.

Responsibilities for:

People - The post holder is responsible for developing a culture within the Housing Solutions Team and wider Housing Service which is linked to the behaviours and values of the Council. In addition, the post holder will be expected to look at improved ways and processes to benefit customers of the service and the wider organisation.

Assets - The Post holder is responsible for the equipment issued by Breckland Council.

Finance - No budgetary responsibility

Decision Making - Assessing and processing all homelessness and broad housing advice related enquiries in a manner which is focused upon the sensitive requirements and needs of the customer.

Communications - Liaising with internal staff members of staff and portfolio holders. Direct communication and contact with external partners including but not exclusive to Breckland residents, tenants and landlords, organisations/representatives, Government and non-governmental organisations. Take a personal responsibility to build and maintain relationships with key partners, including private landlords, housing associations, statutory bodies, and third and voluntary sector organisations and the general public.

This job description is not exhaustive.

The job description outlines the current position and will be subject to review in the light of development within the service. This will be in consultation with the post holder, as detailed in your Contract of Employment.

Experience and Knowledge

Essential

A detailed understanding of current housing, housing allocations and homelessness law, policy and practice

Experience or clear knowledge of the Housing Act 1996 and Homelessness Reduction Act 2017.

A working knowledge of:

• Landlord and tenant law
• The Housing Grants, Construction and Regeneration Act 1996
• Public Health Act 1936
• Welfare rights
• Debt counselling

Proven experience of the motivation, development and management of individuals and teams

Proven experience of developing services across partnerships

Demonstrable experience of the effective handling of queries from members of the public and their representatives.

A detailed understanding of the wider Housing context

Familiarity with the concepts and practice of partnership working

Desirable

Experience of a management or supervisory role in a housing advice, homelessness and/or housing allocations environment

Proven supervisory and leadership experience within a customer service-oriented environment

Experience of working with vulnerable people

Strategic thinking and forward planning skills

Budget management skills

Mediation skills

Debt counselling skills

Political awareness skills

Qualifications

Essential

• Educated to degree level standard or equivalent qualification, or demonstrable significant and relevant experience of working in housing advice, homelessness, housing support, social welfare or debt advice environment

Desirable

• HNC in Housing Studies
• Relevant management qualification
• Member/Practitioner of the Chartered Institute of Housing

Strengths

Essential

• Supervisory, leadership and performance management skills, including the ability to motivate individuals and individuals and teams to perform their best and grow.
• Excellent written and verbal communication skills and the ability to innovate and communicate new ideas effectively.
• Excellent organisational, decision making and problem-solving skills
• Ability to build and support partnership working and collaborate with others
• Self-motivated and with an ability to deliver on new initiatives and projects.

Desirable

• Strategic thinking and an ability to turn ideas into policies and strategies.
• Excellent negotiation skills
• Excellent ICT skills
• Ability to give and receive feedback constructively

Behaviours

Collaborative

• I look for ways to work in partnership with colleagues across services, Members and external partners #oneteam
• I recognise the skills, talent and experience of others and reach out to them for their contribution and input
• I listen supportively to the ideas of others, building on their ideas, while sharing my views and knowledge
• I celebrate success with my colleagues·        

Ambitious

• I am a proud ambassador for the Council, taking pride and responsibility for the work we do and encouraging others to do the same
• I have an open mindset, take risks and explore new ways of doing things
• My approach to work is filled with positivity and optimism
• I work hard to build relationships inside and outside my own area of work

Results-Driven

• I am flexible ensuring I provide the best possible service, wherever and whenever is best for the customer
• I am driven to achieve results and show courage and resilience even when things don't go to plan
• I understand our council priorities and how I make a difference.
• I keep to my promises and challenge myself and others to deliver high-quality services
• I make sure I am clear on what I need to achieve, keeping a focus on results and solutions

Empowered

• I show energy and drive to explore new opportunities and challenge the status quo
• I embrace new technology and look for new ways for our services to become digital not forgetting to be accessible for all
• I take responsibility if things don't go well and learn from it for my own and for the organisation's development
• I look for and act on opportunities where we can generate an income or drive down costs
• I appropriately challenge unacceptable behaviour
• I ask for help and support when needed

Supportive

• I treat everyone with kindness, dignity and respect, valuing their thoughts, background and experience
• I understand and take care of my own well-being and of that of those around me.
• I treat others as I would want to be treated myself ensuring I am welcoming, friendly and approachable
• I care for my colleagues, taking an interest in them, showing support for their personal identities and what's important to them
• I trust colleagues to do their job knowing this may not always be visible in a traditional 9-5 work pattern
• I give time to colleagues who need help or support, even when the pressure is on

Mental Demands

The post holder will have strong commitment to and understanding of the 'homelessness prevention' agenda. Strong commitment to the provision of excellent customer service, prepared to take initiative, identify opportunities and take an outcome-orientated approach to addressing challenges. Prepared to take decisions in a busy environment and be prepared to work in a way which supports and manages the performance of the wider team. Committed to equal opportunities and service delivery

Physical Demands

Able and willing to meet the demands of the post e.g. out of hours work, act as out of hour's duty officer, and dealing with aggrieved and agitated people.

Possession of a driving licence and permitted to drive in the UK.

The post holder will recognise and be able to adapt to a fast-paced reactive service where they will be required to reprioritise their workload dependant on the demand into the service.

The demands on the service are great and is likely to expose the post holder to significant stress while they are required to maintain a calm approach and provide support to staff who may also be impacted by service demands i.e. staying late, dealing with complex, highly charged and often emotional situations. 

The post holder will be required to use a range of IT systems, wide use of PC screens and typing for prolonged periods of time.

Health & Safety (exposure to risk)

The post holder may be required to work as a lone worker, driving across the district and outside the district.

The post holder will be required to enter the homes of Breckland customers for site visits from time to time.

The post holder may need to deal with challenging, aggrieved and agitated people from time to time.

If you would like more information about the role before applying, please contact Jane Booth, Housing Solutions Team Manager, by emailing jane.booth@breckland.gov.uk.

Please be aware that applicants who do not submit a supporting statement showing how they meet the person specification will not be considered for interview.

Closing date - 9am, Monday 18 May 2026

APPLY ONLINE

Please be aware that if you are selected for this role there will be a requirement to undertake a DBS check as part of pre-employment checks.

Equal Opportunities

We are committed to being an Equal Opportunities employer, recognising the benefits of sustaining a workforce that reflects the diversity of the community we serve. We welcome applications from anyone who feels they meet the requirements of our vacancies. These are listed as essential requirements on the person specification.