Housing Officer in Gillingham

Pinnacle Group are looking for a Housing Officer to join our Homes Team within our Pinnacle Service Families division to deliver a mobile patch-based housing management service. The role involves attending appointments with service families as they move into and out of their homes and while they are in occupation.

In addition to delivering housing management services, the Housing Officer will play a key role in developing relationships and engaging with stakeholders including industry partners to ensure families receive a holistic and seamless individual and patch management service. 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 bring proven experience in housing management or a customer-focused operational environment, with a genuine commitment to delivering high-quality services to service families. They will be confident working independently across a mobile patch, demonstrate strong organisational and communication skills and be comfortable engaging with a wide range of stakeholders including military personnel, local agencies and industry partners. The role is located in Gillingham and will include travel to the areas of Brompton, Woolwich, Shorncliffe and Dover.

Key responsibilities will include:

• Deliver all aspects of the occupancy cycle, including pre-move, move in, settling-in visits, and move out, ensuring contractual standards are achieved.
• Work in partnership with RAMS and other industry partners to meet void and move in standards, providing families with safe, high-quality homes.
• Apply move out standards fairly, managing recharges with an evidence-based and diplomatic approach.
• Identify, raise, and monitor issues affecting family wellbeing, housing conditions, or community environments, ensuring timely resolution.
• Plan, monitor, and manage appointments, ensuring effective communication of any changes to families and stakeholders.
• Build strong relationships with internal teams, external partners, local agencies, charities, and military representatives to ensure joined-up support for families.
• Support regional and national moves, sometimes at short notice, including covering for colleagues when required.
• Represent Pinnacle at events, surgeries, and stakeholder meetings, promoting engagement with service personnel and their families.
• Investigate and resolve complaints and tenancy breaches, drafting reports and responses as required.
• Support the delivery of aids, adaptations, and CAAS processes where Housing Officer input is required.

Key requirements:

• Experience in housing management or a customer-focused operational role, in either public or private sectors.
• Demonstrated ability to deliver exceptional customer service, handling sensitive situations with empathy and professionalism.
• Strong communication and relationship-building skills with diverse stakeholders, including service families and military personnel.
• Excellent organisational skills to manage a mobile patch effectively and meet contractual standards.
• Full UK driving licence and willingness to travel regionally and nationally (including occasional overnight stays).

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.