Housing Officer

Pinnacle Group are looking for a Housing Officer 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.

You will be joining our Homes Team, which plays a crucial role as part of Pinnacle Service Families, our largest contract managing 49,000 military family homes on behalf of the Ministry of Defence. As part of the team, you will sign up to our mission: To be champions of Service Families, advocating for them 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.

This is a full-time role to work 8.30am - 4.30pm, Monday - Friday, with frequent travel across Cosford and Donnington. A full UK driving licence is essential, an electric company car is provided.

Key responsibilities:

• According to contractual requirements provide services to families as part of the occupancy cycle such as planning for, attending, and administering pre move out, move out, pre move in, move in and 14-day observation (settling in) visit appointments while working collaboratively with industry partners to meet the required standards.
• Work in partnership with RAMS (responsible for void preparation works) to achieve the contractual move in standards ensuring families receive high quality homes and a welcoming/helpful service.
• Ensure contractual occupancy move out standards are met, and recharges applied and allocated to service families using an evidence-based approach and high levels of diplomacy.
• Contribute to and or lead on ensuring families and the places that they live receive a comprehensive and holistic patch service by raising, reporting, and monitoring to a successful conclusion any health and safety concerns, issues which impact on service families lived experience in their homes and or the areas they live in.
• In liaison with regional colleagues and managers, proactively plan, monitor, and manage routine appointments ensuring that any short notice changes are communicated immediately to relevant internal and external stakeholders.
• Ensure garage voids are minimal and garages are managed/maintained efficiently and effectively along with accurate record keeping.
• Liaise, engage, and work in partnership with a range of internal and external stakeholders including planning and coordinating patch/location walkabouts with stakeholders.
• Liaise with and work in partnership with local agencies, charities, support providers, military liaison officers, service hubs and statutory authorities to deliver joined up support and services to families.
• Support large scale and sometimes short notice moves which may require regional and national travel with overnight stays - includes covering other Housing Officer's planned and unplanned short notice absence.
• Participate and support events and a range of activities to engage with service personnel and their representatives including planning, organising, and attending one off and routine service family housing surgeries and stakeholder meetings.
• Lead and assist in the investigation and resolution of complaints and occupancy breaches to a successful conclusion - drafting responses and reports as required.

Key requirements:

• Preferred 2 years working in public or private sector housing management or a customer service focussed operational environment.
• Applications from ex service personnel welcome.
• Full driving licence.
• Occasional national (overnight stays) but frequent regional/patch travel.
• Demonstrates commitment to and passion for providing enhanced services to service families.
• Must be eligible for relevant security and clearance checks.
• Ability to work independently across a mobile patch.

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 will 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.