At a Glance
- Tasks: Manage customer complaints, conduct investigations, and deliver timely resolutions.
- Company: Join Pinnacle Group, a leading provider of housing services for military families.
- Benefits: Enjoy competitive salary, flexible working, and extensive employee benefits.
- Other info: Inclusive culture with opportunities for personal development and career growth.
- Why this job: Make a real difference in the lives of service families while enhancing your career.
- Qualifications: Experience in customer service and strong problem-solving skills required.
The predicted salary is between 28000 - 28000 £ per year.
Pinnacle Group are looking for a Customer Solutions Manager to join our Pinnacle Service Families team, supporting service families living in Defence Infrastructure Organisation accommodation across the UK. Reporting to the Customer Service Delivery Manager, you will take ownership of complex complaints, conducting thorough investigations, gathering evidence, engaging with key stakeholders, and delivering clear and timely resolutions.
The role requires a proactive individual who can identify service improvements, collaborate effectively with operational teams, and ensure customers receive a consistently high standard of support, helping to enhance the overall customer experience throughout the housing journey. Pinnacle Service Families manages 49,000 military family homes across the UK, one of the largest and most significant contracts within Pinnacle Group. Delivered on behalf of the Defence Infrastructure Organisation (DIO), part of the Ministry of Defence, our work supports service families by providing well-managed services and advocating for their needs in everything we do.
The ideal candidate will have experience managing complex customer enquiries or complaints within a customer service, housing, property, or service-led environment. They will be empathetic, highly organised, and confident communicating with customers, colleagues, and stakeholders at all levels, both verbally and in writing. You will have a professional and approachable manner, strong problem-solving skills, excellent attention to detail, and the ability to constructively challenge while giving and receiving feedback. A genuine commitment to delivering outstanding customer service, driving continuous improvement, and putting customers at the heart of everything you do is essential.
This hybrid opportunity involves working three days per week based at the National Service Centre in Speke and two days remotely.
Key responsibilities:
- Gather and evaluate all relevant evidence, manage complaint cases in line with agreed timelines, and issue clear, timely, and accurate written responses to complainants.
- Attend meetings (both virtual and face to face) with management, colleagues, stakeholders, and families as required.
- Participate in coffee mornings and other local engagement events to provide direct support to families.
- Review existing processes to identify opportunities for continuous improvement.
- Ensure full compliance with company policies, procedures, and standards at all times.
- Drive service performance by identifying improvement areas and working collaboratively with the Customer Service Delivery Manager to implement effective changes.
- Work closely with NSC based teams to support complaint resolution and achieve positive customer outcomes.
- Work collaboratively with the team, stepping in to cover colleagues when required to maintain service delivery.
Key Requirements:
- Experience handling complex customer enquiries and complaints in a customer service, housing, property, or service-led environment.
- Strong investigation and problem-solving skills, with the ability to gather evidence and deliver effective resolutions.
- Excellent communication and stakeholder management skills, both written and verbal.
- Highly organised with strong attention to detail and the ability to manage multiple cases to agreed deadlines.
- A customer-focused and proactive approach, with a passion for continuous improvement and delivering positive outcomes.
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
Customer Solution Manager employer: Career Choices Dewis Gyrfa Ltd
Join a pioneering agricultural enterprise in Shropshire that values innovation and sustainability, offering a competitive salary and accommodation support. As a Mixed Farm Worker, you'll benefit from hands-on training in both modern fruit production and regenerative livestock management, fostering your professional growth in a supportive and dynamic work environment. This role is perfect for those eager to develop their skills while contributing to a forward-thinking farm committed to excellence.
Contact Details:
Career Choices Dewis Gyrfa Ltd Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Solution Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Career Choices Dewis Gyrfa Ltd. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Career Choices Dewis Gyrfa Ltd before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Solution Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Career Choices Dewis Gyrfa Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Career Choices Dewis Gyrfa Ltd specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Career Choices Dewis Gyrfa Ltd!
How to prepare for a job interview at Career Choices Dewis Gyrfa Ltd
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
