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: Inclusive culture, career development, competitive salary, and flexible working options.
- Other info: Join a diverse team committed to community needs and personal growth.
- Why this job: Make a real difference for military families while developing your skills 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.
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:
- 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
- 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. 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.
Customer Solution Manager, Escalations 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, continuous professional development opportunities, and a commitment to diversity, ensuring that your career can flourish while making a meaningful impact on military families across the UK.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Solution Manager, Escalations
✨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. Remember, we’re looking to demonstrate our fantastic listening skills and ability to engage with families and stakeholders.
✨Tip Number 4
Don’t forget to follow up! After an interview, drop a quick thank-you email to express our appreciation. It’s a great way to reinforce our interest in the role and keep us top of mind!
We think you need these skills to ace Customer Solution Manager, Escalations
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight how your experience aligns with the role of Customer Solutions Manager, Escalations. We want to see how you can manage high-profile complaints and deliver excellent customer service.
Showcase Your Skills:Don’t forget to emphasise your fantastic listening skills and excellent communication abilities. These are key for handling complex customer enquiries and resolving conflicts effectively, which is exactly what we’re looking for!
Be Authentic:Let your personality shine through in your application! We value authenticity and want to know who you are beyond your qualifications. Share your passion for supporting communities and how you embody our core values.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands and shows us you’re serious about joining our team at Pinnacle Group!
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.
✨Showcase Your Experience
Prepare specific examples from your past 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, making it easy for the interviewer to see your problem-solving skills in action.
✨Practice Active Listening
During the interview, demonstrate fantastic listening skills by engaging with the interviewer’s questions. Nod, paraphrase, and ask clarifying questions if needed. This shows that you value communication and are ready to handle the complexities of customer interactions.
✨Be Ready for Role-Play
Expect some role-play scenarios where you might need to respond to a difficult customer or manage an escalation. Practise these situations beforehand so you can showcase your resilience and ability to think on your feet, which is crucial for this role.
