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 landmark National Accommodation Management Services (NAMS) contract for the Defence Infrastructure Organisation (DIO) goes live in March 2022 to provide Service Family Accommodation housing management to 49,000 homes, and the service families who live in them.
This is an 8 month maternity cover role.

We are looking for
Pinnacle Group are looking for a new Customer Service Officer to report to one of our Customer Service Team Leader’s, the core role of the customer service advisor is to diagnose families repair request as accurately as possible in order to influence the first time fix approach and provide impeccable levels of customer service to our Service Families. As part of the repairs team, you will act as the central point of contact for all repairs related enquiries, providing families with updates on existing repairs and liaise with suppliers to obtain key information to pass on to families so they are aware of the next steps of their repair.
The working hours are Monday-Sunday 7.30am – 9.30pm on a 10-week rotation working 8 hour shifts,with days off during the week
This is a flexible working role with both office and home working in place with an average of 1-2 days in the office out of a 5-day working week, you will be working a total of 37.5 hours per week.

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:

• Acting as first point of contact for all families aiming to resolve queries as quickly and efficiently as possible
• Accurately diagnosing repairs using the repairfinder triage tool
• Accurately capturing family information in order to support suppliers in their repair fix
• Contacting supply partners to obtain additional information in order to update families
• Maintaining accurate information within each repair

Key requirements:

• Ability to confidently build a rapport with customers
• Excellent communication skills and telephone manner
• Experience in customer service
• Empathetic approach

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.
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
• Company Car/Car Allowance
• Electric Vehicle Scheme

Contact information

Service FA Mock