Customer Solution Manager

CCMA - Call Centre Management Association; Liverpool; Hybrid; GBP 40,000 - 56,000; Full time

Benefits offered by this job

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

Job summary

Pinnacle Group is recruiting a Customer Solutions Manager to lead complex complaint investigations and deliver practical, timely resolutions for service families across the UK. The role requires proactive problem-solving, strong stakeholder engagement and a commitment to continuous improvement within a hybrid working pattern.

Based at the National Service Centre in Speke with three days on-site and two days remote, you will influence service delivery and partner with NSC teams to maintain high

Qualifications

• Experience handling complex customer enquiries and complaints in a customer service, housing, property, or service-led environment.
• Strong investigation and problem-solving skills, with the ability to gather evidence and deliver effective resolutions.
• Excellent communication and stakeholder management skills, both written and verbal.
• Highly organised with strong attention to detail and the ability to manage multiple cases to deadlines.
• Customer-focused with proactive approach and commitment to continuous improvement.

Responsibilities

• Gather and evaluate all relevant evidence, manage complaint cases within agreed timelines, and issue clear, timely written responses.
• Attend meetings (virtual and face-to-face) with management, colleagues, stakeholders and families as required.
• Participate in local engagement events to provide direct support to families.
• Review existing processes to identify opportunities for continuous improvement.
• Ensure full compliance with company policies, procedures, and standards at all times.
• Drive service performance by identifying improvement areas and collaborating with the Customer Service Delivery Manager.
• Support complaint resolution with NSC-based teams to achieve positive customer outcomes.
• Collaborate with the team to cover colleagues when needed to maintain service delivery.

Skills

Complaint management

Investigations

Stakeholder engagement

Communication skills

Attention to detail

Job description

Pinnacle Group are looking for a Customer Solutions Manager to join our Pinnacle Service Families team, supporting service families living in Defence Infrastructure Organisation accommodation across the UK. Reporting to the Customer Service Delivery Manager, you will take ownership of complex complaints, conducting thorough investigations, gathering evidence, engaging with key stakeholders, and delivering clear and timely resolutions. The role requires a proactive individual who can identify service improvements, collaborate effectively with operational teams, and ensure customers receive a consistently high standard of support, helping to enhance the overall customer experience throughout the housing journey.

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 experience managing complex customer enquiries or complaints within a customer service, housing, property, or service-led environment. They will be empathetic, highly organised, and confident communicating with customers, colleagues, and stakeholders at all levels, both verbally and in writing. You will have a professional and approachable manner, strong problem-solving skills, excellent attention to detail, and the ability to constructively challenge while giving and receiving feedback. A genuine commitment to delivering outstanding customer service, driving continuous improvement, and putting customers at the heart of everything you do is essential.

This hybrid opportunity working three days per week based at the National Service Centre in Speke and two days remotely.

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

• Gather and evaluate all relevant evidence, manage complaint cases in line with agreed timelines, and issue clear, timely, and accurate written responses to complainants.
• Attend meetings (both virtual and face‑to‑face) with management, colleagues, stakeholders, and families as required.
• Participate in coffee mornings and other local engagement events to provide direct support to families.
• Review existing processes to identify opportunities for continuous improvement.
• Ensure full compliance with company policies, procedures, and standards at all times.
• Drive service performance by identifying improvement areas and working collaboratively with the Customer Service Delivery Manager to implement effective changes.
• Work closely with NSC‑based teams to support complaint resolution and achieve positive customer outcomes.
• Work collaboratively with the team, stepping in to cover colleagues when required to maintain service delivery

Key Requirements

• Experience handling complex customer enquiries and complaints in a customer service, housing, property, or service-led environment.
• Strong investigation and problem-solving skills, with the ability to gather evidence and deliver effective resolutions.
• Excellent communication and stakeholder management skills, both written and verbal.
• Highly organised with strong attention to detail and the ability to manage multiple cases to agreed deadlines.
• A customer-focused and proactive approach, with a passion for continuous improvement and delivering positive outcomes

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.

Benefits

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