Job Introduction
Pinnacle Group is seeking a Customer Solutions Manager, Escalations to join our Homes Team within Pinnacle Service Families to be responsible for overseeing the investigation, management, and resolution of high profile complaints and escalations received from the senior leadership team, social media, press threats and family federations. The role provides support to the team to ensure the delivery of a consistent, customer focused service. In this role, you will manage the resolution of high-profile complaints, assessing outcomes and ensuring that responses to families and stakeholders are of high quality and delivered in a timely manner.
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. Our Homes Division delivers trusted housing management services across Affordable, Private Rented and Leasehold properties. We work with local authorities, registered providers and investors to support thriving communities.
This is a full-time role with a hybrid working pattern of 3 days in the office in Speke, Liverpool.
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 will include:
- Manage high-profile/high-impact complaints and requests for information
- Monitor the escalations inbox, media noise and highlight high profile and high impact areas and potential risks to reputation
- Respond to ministerial requests for information with DIO in line with policy
- Monitor and respond to social media comments
- Work with the communications team t respond to press enquiries and FOIs.
- Gather all relevant evidence and maintain deadlines with complaints and compensation request and issuing timely letters to complainants.
- Attending meetings (online & in person) with management, colleagues, stakeholders and families
- Attend coffee mornings and other local events to support the families
- Reviewing processes to identify improvement opportunities
- Ensuring company policies are strictly adhered to at all times.
- Providing video call appointments with families for complex complaints
Key requirements:
- Experience in dealing with complex customer enquiries, demonstrating understanding and support whilst handling / resolving difficult situations or conflict.
- Ability to constructively challenge and give / receive feedback.
- Fantastic listening skills
- Excellent communication skills and telephone manner
- Great organisational skills and attention to detail
- Ability to work as part of a team and independently
- Resilience to manage in an ever changing environment
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