Housing Assistant

Job Introduction

Pinnacle Group is looking for a Housing Assistant to join our Homes Team within our Pinnacle Service Families division to provide comprehensive administrative and operational support to Housing officers, Senior Housing officers and Area Managers within a defined local area. The role ensures the efficient delivery of housing management services by coordinating administrative processes, maintaining accurate data, and acting as a key point of contact for families and internal teams.

As a Housing Assistant, you will be based within a local office and responsible for providing a comprehensive support and administration service for regional and area housing services including responding to a range of enquiries from service families as well as internal and external stakeholders.

As well as administering and supporting area housing services, the Housing Assistant role will be central to the success of the team by planning, monitoring, scheduling and management of Housing Officer appointments/diaries. The Housing Assistant will also be trained and act as additional Housing Officer support during times of peak activity e.g. unit moves, seasonal increases, open offices and short notice demand.

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 an office-based role, Monday to Friday 8.30am to 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 will include:

• Provide administrative and operational support to the area housing teams relating to the occupancy cycle for pre move out, move out, pre move in, move in and 14-day observation visit appointments.
• Coordinate, administer, monitor Housing Officer appointments/diaries including short notices changes and long-term planning liaising with the area manager and other stakeholders as required. 
• Support, administer, and lead as appropriate, on the management of garages in liaison with the Garage team and Housing officers.
• Collect, process and upload the EAD photos daily within your area.
• Monitor the regional inboxes to support internal and enquiries.
• Contribute to ensuring families and the places that they live receive a comprehensive and holistic patch service by booking appointments for patch management, housing surgeries/ open offices.
• Support large scale and sometimes short notice moves which may require regional and national travel with overnight stays – includes attending occupancy cycle appointments where required.
• Participate and support events and a range of activities to engage with service personnel and their representatives including planning, organising, and attending one off and routine service family housing surgeries and open offices.
• Provide a range of office related duties and administration such as First aid representative, Health and Safety checks.
• Maintain the highest standards of conduct and integrity ensuring that service families, colleagues, and stakeholders are treated fairly, irrespective of race, gender, disability or sexual orientation.
• Support and contribute to initiatives and Social Value projects.
• Support the production of operational performance and reports, gathering data and information as necessary.
• Contribute to continuous improvement and the development of processes and good practice.
• Provide administrative support to managers.

Key Requirements:

• Proven experience in a customer service environment (public or private sector), providing administrative support and handling customer/stakeholder enquiries 
• Strong customer focus with a “families first” mindset and a clear passion for delivering high-quality services to service families 
• Committed to delivering an exceptional housing service, with the ability to take ownership of issues and see them through to resolution 
• Clear and effective communicator who champions excellent customer service standards 
• Good standard of numeracy and literacy, with the ability to maintain accuracy in administrative tasks 
• Ability to pass security clearance, with flexibility to travel occasionally (nationally and regionally); applications from ex-service personnel welcomed

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