At a Glance
- Tasks: Manage high-profile complaints and ensure timely, quality responses to families and stakeholders.
- Company: Join Pinnacle Group, a leading provider of housing and community services.
- Benefits: Enjoy flexible working, enhanced pension, private medical insurance, and personal development plans.
- Other info: Be part of a diverse team committed to continuous learning and career progression.
- Why this job: Make a real difference for military families while developing your career in a supportive environment.
- Qualifications: Experience in handling complex customer enquiries and excellent communication skills required.
The predicted salary is between 30000 - 40000 £ per year.
Pinnacle Group is seeking a Customer Solutions Manager, Escalations to join our Homes Team within Pinnacle Service Families to be responsible for overseeing the investigation, management, and resolution of high profile complaints and escalations received from the senior leadership team, social media, press threats and family federations. The role provides support to the team to ensure the delivery of a consistent, customer focused service. In this role, you will manage the resolution of high-profile complaints, assessing outcomes and ensuring that responses to families and stakeholders are of high quality and delivered in a timely manner.
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. Our Homes Division delivers trusted housing management services across Affordable, Private Rented and Leasehold properties. We work with local authorities, registered providers and investors to support thriving communities.
This is a full-time role with a hybrid working pattern of 3 days in the office in Speke, Liverpool.
Who We Are
Pinnacle Group is a market-leading national provider of housing, neighbourhood and workplace services. With over thirty years of experience, we deliver expert, place-based management and maintenance solutions that enhance the everyday lives of the communities we serve. We’re a people-first organisation with a values-driven culture that has stood the test of time - reflected in the way we care for both our employees and our customers.
Who We’re Looking For
We’re looking for someone who not only meets the key criteria below but also embraces our core values – Trust, Respect, Involve, Challenge, and Deliver Excellence – and is committed to earning and maintaining the confidence of our clients and communities.
Key Responsibilities
- Manage high-profile/high-impact complaints and requests for information
- Monitor the escalations inbox, media noise and highlight high profile and high impact areas and potential risks to reputation
- Respond to ministerial requests for information with DIO in line with policy
- Monitor and respond to social media comments
- Work with the communications team to respond to press enquiries and FOIs
- Gather all relevant evidence and maintain deadlines with complaints and compensation request and issuing timely letters to complainants
- Attend meetings (online & in person) with management, colleagues, stakeholders and families
- Attend coffee mornings and other local events to support the families
- Review processes to identify improvement opportunities
- Ensure company policies are strictly adhered to at all times
- Provide video call appointments with families for complex complaints
Key Requirements
- Experience in dealing with complex customer enquiries, demonstrating understanding and support whilst handling / resolving difficult situations or conflict
- Ability to constructively challenge and give / receive feedback
- Fantastic listening skills
- Excellent communication skills and telephone manner
- Great organisational skills and attention to detail
- Ability to work as part of a team and independently
- Resilience to manage in an ever changing environment
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.
Benefits
- 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, Escalations employer: Pinnacle Group Limited
Pinnacle Group is an exceptional employer, offering a supportive and inclusive work culture that prioritises the well-being of both employees and the communities they serve. As a Customer Solutions Manager in Speke, Liverpool, you will benefit from a hybrid working model, extensive professional development opportunities, and a comprehensive benefits package, all while playing a vital role in enhancing the lives of military families across the UK. Join us to be part of a values-driven organisation that truly cares about making a difference.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Solution Manager, Escalations
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Pinnacle Group Limited. 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 Pinnacle Group Limited 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, Escalations
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 Pinnacle Group Limited:Your cover letter is your chance to shine! Tell us why you want to work at Pinnacle Group Limited 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 Pinnacle Group Limited!
How to prepare for a job interview at Pinnacle Group Limited
✨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.
