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 team that values growth and community support.
- 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 are
Pinnacle Group is a market-leading national provider of housing, neighbourhood and workplace services. With over thirty years of experience, we deliver expert, place-based management and maintenance solutions that enhance the everyday lives of the communities we serve. We're a people-first organisation with a values-driven culture that has stood the test of time - reflected in the way we care for both our employees and our customers.
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, 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 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
✨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 service and conflict resolution. We all know that being calm and collected is key when handling escalations, so show them you’ve got it covered!
✨Tip Number 3
Showcase your communication skills! During interviews, be clear and concise in your answers. Remember, they want to see how you handle complex situations, so share examples that highlight your experience.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression. Plus, it shows you’re genuinely interested in the role and the company.
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 your experience with complex customer enquiries. We want to see how you’ve handled difficult situations and resolved conflicts in the past!
Showcase Your Communication Skills:Since this role involves a lot of communication, be sure to demonstrate your excellent listening and speaking skills. Use clear and concise language in your application to reflect how you would communicate with families and stakeholders.
Highlight Your Organisational Skills:We’re looking for someone who can juggle multiple tasks effectively. Mention any experience you have with managing deadlines and keeping track of important information, as this will show us you can handle the 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. Plus, it’s super easy!
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 to Challenge Constructively
Pinnacle Group values the ability to challenge and provide feedback. Think of scenarios where you’ve constructively challenged processes or decisions in previous roles. Be prepared to discuss these experiences and how they led to positive outcomes.
