Job Introduction
Pinnacle Group are looking for a Customer Solutions Advisor to join our Pinnacle Service Families team, supporting service families living in Defence Infrastructure Organisation accommodation across the UK. Reporting to the Senior Customer Solutions Manager, you will play a key role in the complaints process, ensuring complaints are managed professionally, accurately, and in line with company policies and procedures. You will be responsible for acknowledging new complaints, maintaining accurate records, and producing clear and professional complaint closure correspondence, ensuring customers receive a positive and transparent experience throughout their complaint journey.
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 have previous experience within a customer service and/or complaint handling environment. They will be empathetic, professional, and highly organised, with excellent attention to detail and strong written communication skills. You will be confident building rapport with customers and stakeholders, maintaining accurate records, and ensuring all complaint-related documentation is completed to a high standard. A customer-focused approach, strong listening skills, and a commitment to delivering excellent service are essential.
This hybrid opportunity working three days per week based at the National Service Centre in Speke and two days remotely.
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 of Trust, Respect, Involve, Challenge and Deliver Excellence, and is committed to earning and maintaining the confidence of our clients and communities.
Key Responsibilities
- Acknowledge all new complaints in a timely and professional manner.
- Provide complainants with the contact details of their assigned Customer Solutions Manager, who will act as their dedicated point of contact throughout the complaint process.
- Produce accurate, clear, and professional complaint closure letters that reflect the outcome of investigations and comply with company standards.
- Maintain accurate and detailed records of complaints, correspondence, and actions within the CRM system.
- Ensure all complaint documentation is completed and stored in accordance with company policies, procedures, and regulatory requirements.
- Build and maintain positive working relationships with internal and external stakeholders.
- Monitor complaint records to ensure information is accurate, up to date, and audit ready.
- Ensure confidentiality and data protection requirements are adhered to at all times.
- Contribute to the delivery of high-quality customer service and continuous improvement within the Customer Solutions team.
Key Requirements
- Experience within a customer service and/or complaint handling environment.
- Excellent written communication skills, with the ability to produce clear, accurate, and professional correspondence.
- Strong attention to detail and the ability to maintain accurate records and documentation.
- Confident communication and relationship-building skills, with the ability to engage effectively with customers and stakeholders.
- Proficiency in Microsoft Office applications, including Word, Excel, Outlook, Teams, and PowerPoint.
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