At a Glance
- Tasks: Resolve complaints for armed forces families and enhance their living experience.
- Company: Pinnacle Group, a leading provider of housing services with a people-first culture.
- Benefits: Flexible working, private medical insurance, and personal development opportunities.
- Other info: Join a diverse team committed to community support and continuous learning.
- Why this job: Make a real difference in the lives of military families while growing your career.
- Qualifications: Experience in customer service and strong communication skills required.
The predicted salary is between 30000 - 40000 € per year.
Pinnacle Group is seeking a Customer Solutions Manager to join our Homes Team within Pinnacle Service Families to provide a first-class complaint resolution service to our armed forces families. In this role, you will deal with complaints in a timely manner and help keep customer satisfaction levels positive. The team will champion change on behalf of service families and enhance the lived experience.
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 Will Include
- Gather all relevant evidence and maintain deadlines with complaints and compensation requests, issuing timely letters to complainants.
- Attending meetings (online & in person) with management, colleagues, stakeholders and families.
- Attend coffee mornings and other local events to support the families.
- Reviewing processes to identify improvement opportunities.
- Ensuring company policies are strictly adhered to at all times.
- Providing 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 in Liverpool 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 flexible working arrangements, comprehensive development opportunities, and a strong commitment to diversity, all while making a meaningful impact on the lives of armed forces families. Join us to be part of a values-driven organisation that champions change and fosters personal growth.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Solution Manager in Liverpool
✨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those connected to Pinnacle Group. Attend local events or coffee mornings to meet potential colleagues and get the inside scoop on the company culture.
✨Tip Number 2
Prepare for interviews by practising common questions related to customer service and complaint resolution. Think about your past experiences and how they align with the role of a Customer Solutions Manager – we want to hear your stories!
✨Tip Number 3
Showcase your communication skills! Whether it’s through video calls or face-to-face meetings, make sure you demonstrate your fantastic listening skills and ability to handle complex situations with ease.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in joining our team at Pinnacle Group.
We think you need these skills to ace Customer Solution Manager in Liverpool
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Solutions Manager role. Highlight your experience with complex customer enquiries and how you embody our core values like Trust and Respect.
Showcase Your Skills:Use specific examples to demonstrate your fantastic listening skills and excellent communication abilities. We want to see how you've successfully resolved difficult situations in the past!
Be Personable:Remember, we’re a people-first organisation! Let your personality shine through in your application. Show us that you can connect with service families and understand their needs.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and get you into the process smoothly.
How to prepare for a job interview at Pinnacle Group Limited
✨Know Your Stuff
Before the interview, make sure you understand Pinnacle Group's mission and values. Familiarise yourself with their work supporting armed forces families and how your role as a Customer Solutions Manager fits into that. This will show your genuine interest and help you connect your experience to their needs.
✨Showcase Your Skills
Prepare specific examples from your past experiences where you've successfully handled complex customer enquiries or resolved complaints. Highlight your fantastic listening skills and ability to manage difficult situations. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Embrace the Values
Pinnacle Group values Trust, Respect, Involve, Challenge, and Deliver Excellence. Think of ways you can demonstrate these values during your interview. For instance, discuss how you’ve involved customers in decision-making or challenged processes for improvement in previous roles.
✨Ask Thoughtful Questions
At the end of the interview, don’t forget to ask insightful questions. Inquire about the team dynamics, how they measure customer satisfaction, or what challenges the Homes Team is currently facing. This shows your enthusiasm for the role and helps you gauge if it’s the right fit for you.
