At a Glance
- Tasks: Manage high-profile complaints and ensure timely, quality responses to families and stakeholders.
- Company: Pinnacle Group, a leading provider of housing and community services.
- Benefits: Flexible working, private medical insurance, and personal development opportunities.
- Other info: Join a diverse team committed to community needs and continuous learning.
- 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.
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.
Key responsibilities will include:
- 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
- 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.
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, Escalations in Catterick Garrison employer: Pinnacle Group
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 that includes flexible working arrangements and private medical insurance. Join us in making a meaningful impact on the lives of military families while advancing your career in a values-driven organisation committed to excellence.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Solution Manager, Escalations in Catterick Garrison
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Pinnacle Group on LinkedIn. A friendly chat can give us insider info about the company culture and maybe even a referral!
✨Tip Number 2
Prepare for those tricky interview questions! Think about how you’d handle high-profile complaints or escalations. We want to show that we can keep our cool and deliver excellence under pressure.
✨Tip Number 3
Show off your communication skills! During interviews, be clear and concise. We need to demonstrate that we can effectively manage complex customer enquiries and respond to stakeholders with confidence.
✨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 that we’re genuinely interested in being part of the Pinnacle family.
We think you need these skills to ace Customer Solution Manager, Escalations in Catterick Garrison
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience with complex customer enquiries and conflict resolution. We want to see how your skills align with our core values of Trust, Respect, Involve, Challenge, and Deliver Excellence.
Showcase Your Communication Skills:Since this role involves a lot of communication, be sure to demonstrate your fantastic listening and speaking skills in your application. Use clear and concise language to show us you can handle high-profile complaints effectively.
Highlight Your Organisational Skills:We’re looking for someone with great organisational skills and attention to detail. Mention any relevant experiences where you’ve successfully managed multiple tasks or projects, especially in a fast-paced environment.
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 ensures you’re considered for the role. We can’t wait to hear from you!
How to prepare for a job interview at Pinnacle Group
✨Know Your Stuff
Before the interview, dive deep into Pinnacle Group's values and mission. Understand their approach to customer service, especially in handling escalations. This will help you align your answers with what they stand for and show that you're genuinely interested in the role.
✨Prepare Real-Life Examples
Think of specific situations where you've successfully managed complex customer enquiries or resolved high-profile complaints. Use the STAR method (Situation, Task, Action, Result) to structure your responses. This will demonstrate your experience and problem-solving skills effectively.
✨Showcase Your Communication Skills
Since this role requires excellent communication, practice articulating your thoughts clearly and confidently. You might even want to do a mock interview with a friend to get comfortable discussing your experiences and how they relate to the job.
✨Ask Insightful Questions
At the end of the interview, have a few thoughtful questions ready about the team dynamics, challenges they face, or how success is measured in this role. This shows your enthusiasm and helps you gauge if the company culture is the right fit for you.
