Job Introduction
Pinnacle Group are seeking an experienced and customer-focused Senior Housing Manager to join our Homes Division and to lead the delivery of high-quality housing management services across our portfolio. The successful candidate will take responsibility for day-to-day housing operations, oversee tenancy and leasehold management, manage service performance and contractor delivery and build strong relationships with residents, clients, and key stakeholders. Working closely with the wider management team, you will ensure contractual obligations and key performance indicators are achieved while driving continuous service improvement and positive outcomes for local communities.
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.
The ideal candidate will have proven experience working within social housing environment, with a strong track record of managing complex housing issues, leading teams, and delivering excellent customer service. You will possess a sound understanding of housing legislation, tenancy management, anti-social behaviour casework and performance management. A confident communicator with strong analytical and problem-solving skills, you will be able to influence stakeholders at all levels, make effective decisions under pressure and demonstrate a commitment to improving services for residents. A Chartered Institute of Housing qualification, or substantial equivalent experience within housing, would be highly advantageous.
This is an on-site role based in Canning Town, London.
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:
- Lead the day-to-day delivery of key housing management services, including managing the voids process, overseeing the annual tenancy check programme, responding to complaints and correspondence, addressing tenancy management issues promptly, and coordinating effective responses to anti-social behaviour cases.
- Inspire, develop, and empower your direct report(s) to deliver excellent customer focused services, driving improved standards of tenant and estate services, and ensuring co-ordinated practices are in place to support this.
- Ensure that all contractual requirements are delivered and that all relevant key performance indicators are achieved.
- Develop strong and effective working relationships with clients, resident representatives, elected members and other key stakeholders to create a positive impression of Pinnacle and the services we deliver.
- Support and assist the Area Housing Manager / Housing Team Manager to identify, develop and implement service and contract improvements including key performance improvements, quality of service provision and customer satisfaction.
- Contribute to the effective running of the service through active participation in meetings and development events as required.
- Attend and participate in forums, review panels, partnerships meetings, tenant and resident meetings, community events as required.
- Prepare and present comprehensive reports as required.
- Work with the Area Housing Manager / Housing Team Manager to ensure that legal, statutory and any other relevant provision governing or affecting the service area are strictly observed.
Key Requirements
- Proven experience in a fast-paced, front-line housing management environment, successfully managing complex cases, competing priorities and delivering high-quality resident services.
- Strong leadership skills with the ability to motivate, develop and performance manage teams, driving high standards and achieving challenging service targets and KPIs.
- Comprehensive knowledge of social housing legislation, tenancy management, anti-social behaviour processes and housing management best practice.
- Excellent customer service and stakeholder management skills, with a resident-first approach and a proven ability to resolve issues through positive, solution-focused decision making.
- Demonstrable experience of analysing performance, producing professional reports and implementing service improvements that enhance outcomes for tenants, leaseholders and clients.
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