Customer Service Advisor

Pinnacle Group Limited; Liverpool; On-site; GBP 21,000 - 28,000; Full time

Benefits offered by this job

Hybrid work pattern

Rotational shifts

Job summary

Pinnacle Group Limited is seeking a Customer Services Advisor to join the Homes Team in Speke. You will handle calls, assist with repairs, and ensure accurate diagnosis and logging in IT systems, while delivering excellent service to service families.

The role operates on a rotational shift pattern (7:30am–9:30pm) with a hybrid arrangement requiring two remote days and in-office presence on Tue/Thu/Fri, supporting a large nationwide contract with the Defence Infrastructure Organisation.

Qualifications

• 1+ year in a customer facing or verbal role
• Clear verbal and written communication
• Ability to work under pressure and manage multiple calls
• Strong customer-focused attitude and professionalism

Responsibilities

• Handle inbound and outbound calls related to repairs and home enquiries
• Ensure repairs are diagnosed, logged, and updated in IT systems
• Deliver clear communications to families to maximise access and appointments
• Coordinate with RAMS and other stakeholders for transparency of family circumstances
• Maintain timely appointment scheduling and strive for early resolutions

Skills

Customer service

Telephone manner

Written communication

Stakeholder collaboration

Tools

RAMS system

Job description

The following content displays a map of the jobs location - Speke

Pinnacle Group are looking to recruit a skilled Customer Services Advisor to join our Homes Team based in Speke. In this role, your responsibilities will include handling inbound and outbound calls, providing assistance to customers complaints and/or queries and ensuring accurate diagnosis of repairs. You will ensure all related repairs are diagnosed, recorded accurately and updated where appropriate within the available IT systems.

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.

The ideal candidate will have excellent communication skills, a friendly demeanor, and the ability to work efficiently under pressure. If you are passionate about helping others and thrive in a fast-paced environment, we would love to hear from you.

This is a full-time role operating on a rotational shift pattern between 7:30am and 9:30pm, Monday to Sunday.The rota includes two weekends in every 10 worked, as well as two late shifts in every 10, with a variety of other shifts scheduled in between.The role also offers a hybrid working arrangement, with two days working remotely and office attendance required on Tuesdays, Thursdays and Fridays.

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:

• Handling multiple call types to include repairs, general home enquiries and complaint calls ensuring all complaints are diagnosed accurately all complaints logged efficiently and families are provided with an accurate response to their home inquiry.
• Ensure all related repairs are diagnosed, recorded accurately and updated where appropriate within the available IT systems
• Deliver clear communications with every family member to maximise access opportunities where new appointments are created.
• Proactively communicate with both RAMS to ensure transparency of specific family circumstances
• Ensure no appointments are booked beyond the target time for the appointment and also drive speed to aim for a resolution at the earliest opportunity.
• Providing impeccable levels of service to the armed forces families

Key requirements:

• Strong customer service skills and at least a years’ experience within a customer facing / verbal role
• Able to communicate clearly both verbally and written
• Able to maintain effective working relationships at all levels, and work collaboratively with client and supply chain organisations
• Exceptional telephone manner.
• Successfully completes SC security clearance

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: