Job Introduction
Pinnacle Group are looking for dedicated Case Handler to support the Case Management team and works closely with the Regional Accommodation Maintenance Services (RAMS) provider and DIO to ensure that all families requiring additional support are supported throughout their journey as a customer. In this role, you will manage a caseload of families who need wrap around care, providing daily check ins, regular updates and acting as a point of contact throughout their case management experience.
Pinnacle Service Families manages 49,000 military family homes across the UK – one of the largest and most significant contracts within Pinnacle Group. Delivered on behalf of the Defence Infrastructure Organisation (DIO), part of the Ministry of Defence, our work supports service families by providing well-managed services and advocating for their needs in everything we do.
The ideal candidate will be a highly organised and customer-focused professional with strong relationship-building and communication skills, capable of managing complex casework, handling challenging conversations, and delivering excellent customer service. They will possess exceptional attention to detail, be able to manage multiple priorities and deadlines, and have experience developing and following robust processes in line with policy and contractual requirements.
This is a full-time, site based role located in Speke. The working hours are 8.30am-4.30pm, Monday-Friday.
Who we are
Pinnacle Group is a market-leading national provider of housing, neighbourhood and workplace services. With over thirty years of experience, we deliver expert, place-based management and maintenance solutions that enhance the everyday lives of the communities we serve.
We’re a people-first organisation with a values-driven culture that has stood the test of time -reflected in the way we care for both our employees and our customers.
Who we’re looking for
We’re looking for someone who not only meets the key criteria below but also embraces our core values – Trust, Respect, Involve, Challenge, and Deliver Excellence – and is committed to earning and maintaining the confidence of our clients and communities.
Key responsibilities:
- Reviewing submissions to the case management inbox and retrieving data from shared systems to collate a background narrative to present to RAMS counterparts.
- Consistently communicating with families throughout the lifespan of their case with case management, scheduling regular check ins and reaching out where there has been progression with their case.
- Monitoring the case management inbox and distributing emails according to individual workload.
- Working collaboratively with regional and central colleagues to support the resolution of cases.
- Ensuring systems are updated with accurate and timely information.
Key requirements:
- Customer Service: able to proactively put the customer first and objectively assess complaint investigations.
- Attention to detail: able to develop and implement multiple consistent processes in line with policy and contract requirements.
- Relationship building and communication: able to inform and engage multiple stakeholders, build rapport with customers, manage challenging conversations and resolve issues effectively.
- Competent in using a wide range of Microsoft Office packages, particularly in the areas of Excel, Word, PowerPoint, Teams and Outlook.
- Create structured and accurate reports that clearly convey information, recommendations, and insights for specific audiences and objectives.
Our offer
We believe that diversity makes us stronger. The more varied our workforce, the better we can understand, reflect and meet the needs of the communities we serve. That’s why we actively welcome applications from people of all backgrounds – especially those who represent the communities we work with every day.
As a colleague, you’ll be part of an inclusive and supportive culture where you’re encouraged to thrive. We’re committed to helping you reach your full potential through continuous learning, development opportunities and career progression.
In addition to statutory benefits such as sick pay, maternity/paternity leave, a pension scheme, and annual leave, we offer a wide range of additional benefits tailored to your role and business area, including:
- Maternity/paternity packages
- Flexible Working Arrangements
- Life Assurance
- Enhanced Pension Scheme
- Additional Annual Leave
- Private Medical Insurance
- Cycle to Work Scheme
- Employee Assistance Programme
- Retail Discounts
- Childcare Assistance
- Season Ticket Loans
- Sick Pay Schemes
- Personal Development Plans