Job Introduction
Pinnacle Group are looking to recruit a Customer Quality and Compliance Coordinator to support a customer-first culture, creating operational resilience through service delivery enhancements and data consolidation. In this role, you will focus on monitoring and improving the quality of customer interactions, overseeing compliance with housing allocation, repairs, and maintenance processes, and ensuring accurate, actionable data analysis supports continuous improvement.
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.
This is a full-time, hybrid role with a requirement of 3 days in the office each week. The working hours are 8AM-4.30PM.
Who We Are
Pinnacle Group is a leading UK private sector provider of housing and neighbourhood services, managing and maintaining communities where people live, learn, work and play.
We’re a people-first organisation with a values driven culture that has remained consistent for thirty years; living through how we treat our employees and our customers.
Who We’re Looking For
We’re looking for someone who, alongside the key criteria below, will sign up to our values of Trust, Respect, Involve, Challenge and Deliver Excellence and will be determined to maintain the confidence of our clients and communities.
Key responsibilities:
- Monitor and evaluate customer interactions (calls, emails, CRM data) to ensure accuracy, professionalism, empathy, and compliance with service standards.
- Identify areas for service improvement, and feedback to line managers as appropriate to support continuous improvement across NSC teams.
- Ensure call centre operations comply with MOD contract requirements, housing regulations, data protection legislation (GDPR), and internal policies.
- Support on internal and external audits of processes related to housing allocations, repairs, and maintenance reporting.
- Collect, analyse, and interpret operational data (call quality scores, turnaround times, repair completion rates, complaints, etc.).
- Provide regular quality and compliance reports to Quality, Assurance and Compliance Manager.
- Identify performance trends, risks, and opportunities for operational improvement and make suggestions.
Key requirements:
- Excellent communication skills and telephone manner.
- Proficient in Microsoft Office applications and case management/CRM systems.
- Knowledge of property management and housing legislation.
- Experience in customer service or a client-facing position.
Our Offer
The more diverse our workforce, the better we can adapt to and reflect the needs of our customers.
We welcome applications from all backgrounds – particularly from those who represent the communities we serve including ex-armed forces personnel and their families.
As a colleague, you will become part of an inclusive culture, where you will have the opportunity to achieve your full potential and enhance your career through learning and development.
We offer a wide range of benefits at Pinnacle Group, dependant on your role or business area, these range from additional leave packages to pension plans and discounts at your favourite retailers.
- 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