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Pinnacle Group provides people-first, integrated services across a range of community-facing assets and infrastructure – including multi-tenure housing, schools, open spaces, public buildings, utilities and broadband networks – as well as a range of complementary employment and wellbeing outcomes. Across the UK, Pinnacle supports over 300,000 homes, 200 schools and 80 public buildings creating value, providing stewardship and generating positive outcomes for our customers, our partners and our clients.

Our Homes business serves communities by providing trusted housing management solutions. We take a collaborative and commercially minded, yet socially principled approach across our portfolio of Affordable, Private Rented and Leasehold properties.

The Role - Business Analyst

The Housing & Leasehold Assistant will provide support and assistance to the Myatts Field North and Canning Town PFI contracts. The Housing & Leasehold Assistant will support the Customer Services and Leasehold Team in providing a front line housing management and leasehold management service , aspiring to provide an excellent service at all times to our residents, customers and other stakeholders.

Duties/Key Responsibilities

• To work with the Leasehold Manager to lead on responding to leaseholder enquiries in the Caning Town and Myatts Field North PFI contracts.
• Respond to solicitors enquiries and update and send out all pre assignment packs.
• Help with the setting of service charges.
• Enforcing lease conditions.
• Resolving service charge disputes
• Any other ad hoc Leasehold or Right to Buy related duties as requied
• To provide reception duties, assist customers at reception, answer telephone enquiries, emails and letters in professional manner, consistent with Pinnacle’s corporate customer service standard and targets.
• To log correspondence on the system and ensure that they are responded to within timeframe set.
• To monitor internal processes to ensure KPI’s are on target.
• Acting as first point of contact aiming to resolve queries as quickly and efficiently as possible
• Surveying customers for feedback regarding the service provided.
• Assist the Housing Management Team with access arrangements, tenancy changes, arranging visits/inspections and maintaining clear records.
• To take ownership and responsibility for all enquiries and carry out all administration tasks set by Team Leader and Area Housing Manager.
• To provide cover where needed in other contracts.
• To provide cover and assistance for housing managers where required.

Skills

• Be able to work proactively under own initiative
• Ability to work independently and as part of a team
• Be able to perform a whole range of housing management and administrative tasks. .
• Excellent customer service skills and the ability to work within an ever changing environment
• Experienced in complaints handling
• Proven experience in fast paced, customer facing setting
• Understanding of Landlord and Tenants Act and Housing Acts
• IT skills (Word and Excel and relevant software)
• To be able to demonstrate the behaviours required as outlined in the Living the Values section of the Pinnacle Way booklet.

Pinnacle Group strives to be an equal opportunities employer and welcomes applications from anyone regardless of ethnic origin, gender, disability, age, trade union activity, marital status, religious belief or sexual orientation.

We are Armed Forces friendly. We welcome applications from ex-Armed Forces personnel, reservists, armed forces veterans, cadet instructors and military spouses/partners.

Contact information

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