Pinnacle Group are looking for a dedicated National Home Services Manager to play a critical role in leading the Home Services Team to deliver excellence at the start of the customer journey, paving the way for the next steps of their military housing and deliver an allocation service that recognises and prioritises families’ and their individual needs. Your role will include multi skilling teams to support resilience for the Responsive Repairs helpline and involve the team in reviewing and continuously improving services and processes. You will be an experienced leader with a passion for customer advocacy.
You will be joining our Home Services Team, this role is predominantly based in Speke, however will include occassional travel to other locations in the UK.
Our Home Services team plays a crucial role as part of Pinnacle Service Families, our largest contract managing 49,000 military family homes on behalf of the Ministry of Defence. As part of the team, you’ll sign up to our mission: To be champions of Service Families, advocating for them in everything we do.
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:

• Overseeing the timely and appropriate allocation of homes to service families in line with JSP 464
• Ensuring offers on made based on complete and accurate applications
• Ensuring comprehensive and timely accommodation offers are made in line with eligibility
• Ensuring Families with additional needs are allocated appropriately (ANDA)
• Managing SFA non-availability allocations and sub-lets
• Ensuring rental band charges are started on time via JPA
• Working collaboratively with regional colleagues in arranging pre move in and move in appointments
• Managing an effective and customer focussed helpline
• Providing consistent SOPs to be applied across all processes, providing guidance and training
• Ensuring systems are updated with accurate and timely information
• Planning resourcing and resilience for peaks in service delivery
• Embedding a customer service and families first ethos
• Monitoring KPIs and auditing calls
• Multi skilling teams to support resilience for the Responsive Repairs helpline
• Involving the team in reviewing and continuously improving services and processes
• Leading and managing an operational service that is aligned to the organisational vision, values, contractual and client requirements
• Translate the organisational strategy into functional/operational plans
• Manages and owns the risk register for their areas of responsibility, developing plans to mitigate/closing off actions
• Identified critical interdependencies with other teams/functions that impact delivery and ensure alignment
• Works in partnership with Head of peers, to identify areas of improvement across and share relevant best practice and lesson learnt
• Building relationships with key internal and external stakeholders to support collaborative planning and problem resolution
• Proactively planning for the impact of strategic and operational changes
• Driving excellence in customer service by developing and implementing strategies, processes, and innovative approaches
• Leading and managing performance and developing the team
• Providing clarity and vision on the strategic direction, setting objectives and monitoring delivery
• Providing regular performance, risk and issue reporting to senior management and to the client
• Ensuring resourcing is effectively planned to support business continuity, succession planning and team resilience
• Holding performance and development conversations with direct reports, acting on performance improvement needs and supporting career pathway aspirations for the team
• Rewarding and recognising good performance and values led behaviours

Key requirements:

• Managing a multi-disciplinary team in a customer facing environment
• Understanding of DIO requirements and policies
• Communication and engagement: able to actively listen, influence, inform and engage multiple stakeholders, manage challenging conversations and resolve issues effectively
• Performance Management: able to recognise and celebrate good performance, support performance improvements, and manage capability
• Strategic thinking: able to develop, maintain and monitor complex short and long-term strategies to meet client requirements
• Experienced in housing/allocations

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
• Company Car/Car Allowance
• Electric Vehicle Scheme

Contact information

Amy Dalton