At a Glance
- Tasks: Manage high-profile complaints and ensure timely, quality responses to families and stakeholders.
- Company: Join Pinnacle Group, a leading provider of housing services for military families.
- Benefits: Enjoy flexible working, competitive salary, and a range of employee perks.
- Other info: Be part of a diverse, inclusive culture that values your growth and well-being.
- Why this job: Make a real difference in the lives of military families while developing your career.
- Qualifications: Experience in customer service and strong communication skills are essential.
The predicted salary is between 33339 - 33339 £ 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 requests 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, 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: pinnaclegroup.co.uk
Pinnacle Group is an exceptional employer, offering a supportive and inclusive work culture that prioritises employee well-being and professional growth. As a Customer Solutions Manager in Speke, Liverpool, you will benefit from a hybrid working model, extensive training opportunities, and a comprehensive benefits package, including flexible working arrangements and private medical insurance, all while making a meaningful impact on the lives of military families across the UK.
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 employees at Pinnacle Group on LinkedIn or attend local events. A friendly chat can give you insider info and maybe even a referral!
✨Tip Number 2
Prepare for the interview by practising common questions related to customer solutions and escalations. We recommend role-playing with a friend to boost your confidence and refine your answers.
✨Tip Number 3
Showcase your problem-solving skills during interviews. Share specific examples of how you've handled complex customer enquiries or resolved conflicts in the past. This will demonstrate your fit for the role!
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email reiterating your interest in the role can leave a lasting impression. Plus, it shows you’re genuinely keen on joining the team!
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 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 excellent 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 who can manage multiple tasks and deadlines. Include examples in your application that showcase your attention to detail and ability to stay organised, especially when dealing with escalations.
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 pinnaclegroup.co.uk
✨Know Your Stuff
Before the interview, make sure you thoroughly understand Pinnacle Group's mission and values. Familiarise yourself with their approach to customer service, especially in handling high-profile complaints. This will help you align your answers with what they value most.
✨Showcase Your Experience
Prepare specific examples from your past roles where you've successfully managed complex customer enquiries or escalations. Highlight your problem-solving skills and how you maintained a customer-focused approach, as this is crucial for the role.
✨Practice Active Listening
During the interview, demonstrate your fantastic listening skills by engaging with the interviewer. Reflect back on what they say and ask clarifying questions. This shows that you value communication and are ready to handle the complexities of customer interactions.
✨Be Ready for Role-Play Scenarios
Expect to be put in hypothetical situations related to escalations or complaints. Prepare to think on your feet and showcase your resilience and ability to constructively challenge situations. This will highlight your readiness for the dynamic environment at Pinnacle Group.
