Customer Solutions Lead – Housing & Service Excellence

Pinnacle Group; Plymouth; On-site; GBP 42,000 - 64,000; 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 seeking a Customer Solutions Manager to join our Pinnacle Service Families team, supporting service families living in Defence Infrastructure Organisation accommodation across the UK. You will take ownership of complex complaints, conduct thorough investigations, gather evidence, and deliver timely, clear resolutions.

The role requires a proactive, empathetic individual with strong communication and collaboration skills who can drive service improvements and ensure customers

Qualifications

• Must have experience handling complex customer enquiries or complaints in a customer service, housing, property, or service-led environment.
• Strong investigation and evidence gathering capabilities.
• Excellent written and verbal communication with stakeholders.
• Highly organised with attention to detail and deadline management.
• Commitment to continuous improvement and customer service excellence.

Responsibilities

• Gather evidence, manage complaint cases to deadlines, and draft clear responses.
• Attend meetings with management, colleagues, stakeholders, and families.
• Engage with families at local events to provide support.
• Review processes to identify improvement opportunities.
• Ensure compliance with policies and standards.
• Drive service performance with improvement initiatives.
• Collaborate with NSC-based teams to resolve complaints.
• Cover team members to maintain service delivery.

Skills

Stakeholder management

Investigation

Problem solving

Communication skills

Customer-focused

Organisational skills

Job description

Pinnacle Group is seeking a Customer Solutions Manager to join our Pinnacle Service Families team, supporting service families living in Defence Infrastructure Organisation accommodation across the UK. You will take ownership of complex complaints, conduct thorough investigations, gather evidence, and deliver timely, clear resolutions.

The role requires a proactive, empathetic individual with strong communication and collaboration skills who can drive service improvements and ensure customers