Customer Solutions Lead - Housing & Service Excellence

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 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