Customer Solutions Lead - Housing & Complaints (Hybrid)

Pinnacle Group; Liverpool; Hybrid; GBP 40,000 - 55,000; Full time

Benefits offered by this job

Flexible Working Arrangements

Private Medical Insurance

Enhanced Pension Scheme

Additional Annual Leave

Job summary

Pinnacle Group is recruiting a Customer Solutions Manager to join the Pinnacle Service Families team, supporting service families across the UK. You will own complex complaints, conduct investigations, gather evidence, engage stakeholders, and deliver timely resolutions to enhance the housing journey.

The role is hybrid, based three days per week at the National Service Centre in Speke, with two days remote, reporting to the Customer Service Delivery Manager.

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.
• Excellent written and verbal communication and stakeholder management.
• Highly organised with attention to detail and ability to manage multiple cases to deadlines.

Responsibilities

• Gather and evaluate all relevant evidence, manage complaint cases in line with timelines, and issue clear, timely written responses.
• Attend meetings (virtual and face-to-face) with management, colleagues, stakeholders, and families.
• Participate in local engagement events to provide direct support to families.
• Review processes to identify opportunities for continuous improvement.
• Ensure full compliance with company policies and procedures at all times.
• Drive service performance by identifying improvement areas and collaborating to implement changes.
• Work with NSC-based teams to support complaint resolution and positive outcomes.
• Collaborate with the team and cover colleagues to maintain service delivery.

Skills

Complex complaints handling

Investigation skills

Stakeholder management

Written and verbal communication

Job description

Pinnacle Group is recruiting a Customer Solutions Manager to join the Pinnacle Service Families team, supporting service families across the UK. You will own complex complaints, conduct investigations, gather evidence, engage stakeholders, and deliver timely resolutions to enhance the housing journey.

The role is hybrid, based three days per week at the National Service Centre in Speke, with two days remote, reporting to the Customer Service Delivery Manager.