Head of Customer Contact in Manchester

Pinnacle Group are looking for an experienced Head of Customer Contact to join our Homes business and to support the creation of our newly created Customer Experience function. This is a pivotal role at the heart of our customer-first strategy, ensuring every interaction delivers a consistently high quality experience.

You will be responsible for the operational delivery in the customer experience department including Pinnacle Connect, our customer contact centre and Ark, our customer-facing digital app which is the key means by which we communicate with customers. This is a role suited to an ambitious, experienced operator committed to the highest standards of customer service.

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. The ideal candidate will be an ambitious, experienced operator with a strong track record in driving high performing customer contact operations.

You will bring excellent leadership skills, the ability to influence cultural change and the energy to build a function from the ground up. With deep experience in customer experience, contact centre performance and operational delivery, you'll be committed to delivering best in class service. You will embody Pinnacle Group values, possess outstanding communication and stakeholder management skills and thrive in a fast paced environment where innovation and continuous improvement are essential.

This is a hybrid role based in the Northwest of England with initial travel to Chelmsford, Essex and London.

Key responsibilities will include:

• Operational leadership of the Pinnacle Connect contact centre, ensuring the right technology is in place, teams are resourced in accordance with demand and possess the right blend of skills and experience.
• Oversee day to day service delivery.
• Support operational teams to deliver an excellent customer experience.
• Own the policies and procedures that relate to customer contact.
• Management of the call operations including the out of hours services.
• Responsibility for the Ark App - overseeing the management dashboard monitoring response times and performance and working with operational colleagues to drive improvement, identify development priorities and ensure the App is being correctly used.
• Work with Ark to improve the customer contact elements of the app.
• Work with systems and technology colleagues to deliver insight and reporting on key aspects of customer contact including call wait and handling times, as well as abandonment rate etc.
• Drive operational performance through effective resource planning, KPI monitoring, and issue resolution.
• Champion customer experience, ensuring all interactions reflect Pinnacle values and contractual standards.
• Lead initiatives to upskill teams, creating multi-skilled operators capable of handling diverse enquiries.
• Collaborate with other senior operators across the business to deliver a seamless end-to-end service for customers.

Key Requirements:

• Strong operational leadership skills with a proven track record of driving improvements in service delivery and overall operational performance.
• Significant contact centre management experience, with the ability to optimise processes, technology and team capability.
• Extensive experience in customer experience and engagement, with a focus on delivering consistently high quality interactions.
• Direct experience of establishing a new business function from the ground up.
• Thrives in a fast paced environment and demonstrates the energy, resilience and drive needed to develop and enhance the department.
• Knowledge and experience of the Housing sector or wider property industry is advantageous.

Our Offer:

The more diverse our workforce, the better we can adapt to and reflect the needs of our customers. We welcome applications from all backgrounds - particularly from those who represent the communities we serve. As a colleague, you will become part of an inclusive culture, where you will have the opportunity to achieve your full potential and enhance your career through learning and development.

We offer a wide range of benefits at Pinnacle Group, dependant on your role or business area, these range from additional leave packages to pension plans and discounts at your favourite retailers:

• 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
• Company Bonus