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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

The Customer Service Centre focus on ensuring an effective and efficient customer service is provided through an omni channel solution. The team will deal with all customers repairs & maintenance enquiries in a timely manner and help keep customer satisfaction levels positive and in turn enhance the lived family experience. The team will always endeavor to effectively diagnose all repairs enquiries in order to drive a first time fix whilst, understanding and acknowledging customers’ individual needs and circumstances.

The hours for this role are 37.5 hours per week with varied shifts between 7am – 10pm and 1 weekend every 4 weeks.

Duties/Key Responsibilities

• Handle inbound/ outbound omni channel contacts from service personnel, their families’ and stakeholders

• Delivering clear communications to ensure families have transparency during every interaction

• Create trusting relationships with stakeholders

• Accurately record updates on CRM system

• Acting as first point of contact aiming to resolve queries as quickly and efficiently as possible

• Ensuring company policies are strictly adhered to at all times.

• Providing impeccable levels of service to the armed forces families.

• Helping resolve customer complaints without needing to escalate.

Skills Required

• Proven experience in a fast paced, customer facing setting.

• Experienced in complaint handling.

• Empathetic approach

• Fantastic listening skills,

• Excellent communication skills and telephone manner

• Ability to confidently build a rapport with customers

• Confident, courteous, and professional manner

• Transparent and honest ethos

• The suitable candidate must be flexible and able to commit to working shifts between 8am and 7pm with one weekend shift required every four weeks.

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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