Resident's Support Team Lead

As a Resident's Support Team Lead, you and your team will play a vital frontline role in helping residents feel safe, supported, and motivated to grow. Working alongside the House Manager, you’ll support individuals to meet their housing responsibilities, engage with their personal development plans, and become active participants in a thriving, respectful community.

As Team Lead, you’ll not only provide direct support to residents but also take responsibility for guiding, motivating, and coordinating the work of the Support Team. You’ll ensure a consistent, high-quality approach to resident support, promote teamwork, and maintain clear communication between staff, management, and external partners. You’ll also oversee shift planning, provide supervision and mentorship to team members, and contribute to the continuous improvement of service delivery through feedback, reporting, and reflective practice.

Key Responsibilities

Build positive relationships with residents to foster a safe, supportive environment.

Conduct initial assessments and co-create personalised Support Plans with residents.

Provide guidance on welfare benefits, housing applications, budgeting, and safety.

Support residents in accessing external services and attending appointments (e.g., GP, Job Centre, hospital).

Help maintain communal harmony through mediation, encouragement, and regular resident meetings.

Encourage residents to comply with their License Agreement and house rules.

Monitor property condition, report repairs or health and safety concerns.

Maintain clear, timely records and case notes for each resident.

Promote engagement in purposeful activity and community life.

Lead and supervise the Resident Support Team, including rota coordination, case allocation, and regular one-to-one check-ins.

Ensure consistency and quality of support, identifying training needs and providing coaching or guidance as needed.

Liaise with the House Manager and external professionals to ensure joined-up support for residents.

Contribute to policy implementation and service improvement, sharing insights from frontline experience.

What skills do I need?

Someone with initiative, empathy, and a genuine desire to support others.

Strong leadership skills with the ability to inspire, develop, and coordinate a small team.

Excellent organisation, communication, and administrative skills.

Able to work independently while being a strong team player.

Understanding of welfare benefits (especially Universal Credit and Housing Benefit) is desirable.

Comfortable managing emotionally challenging situations with care and professionalism.

A commitment to continuous learning, reflective practice, and upholding safeguarding standards.

About Fresh Horizons CNB

Fresh Horizons CNB offers a safe and stable living environment for those who are on the journey back to independent living, following homelessness. We provide supported accommodation, which includes life skills training, basic care and counselling services. This restores self-confidence and supports progress back to independence. Our services are offered to individuals who have been referred to us by local Night Shelters and other homeless shelter organisations.

When do I need to be available?

	Morning	Afternoon	Evening
Monday
Tuesday
Wednesday
Thursday
Friday
Saturday
Sunday

Details

Normal hours include mornings, but are flexible.