Customer Solutions Manager – Housing & Complaints

Pinnacle Group Limited; Plymouth; On-site; GBP 25,000 - 31,000; Full time

Benefits offered by this job

Flexible Working Arrangements

Private Medical Insurance

Personal Development Plans

Cycle to Work Scheme

Season Ticket Loans

Job summary

Pinnacle Group Limited is seeking a Customer Solutions Manager to join the Pinnacle Service Families team, supporting service families living in Defence Infrastructure Organisation accommodation across the UK. You will own complex complaints, conduct thorough investigations, gather evidence, engage stakeholders, and deliver timely resolutions to enhance the housing journey.

Reporting to the Customer Service Delivery Manager, you will identify service improvements, collaborate with operational

Qualifications

• Experience handling complex customer enquiries or 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.

Responsibilities

• Gather and evaluate evidence, manage complaint cases within timelines, and issue clear responses to complainants.
• Attend meetings with management, colleagues, stakeholders and families as required.
• Support families through local engagement events and processes for continuous improvement.
• Review existing processes to identify opportunities for improvement and ensure policy compliance.
• Drive service performance by implementing changes with the Customer Service Delivery Manager.
• Work with NSC-based teams to support complaint resolution and positive outcomes.
• Collaborate with the team and cover colleagues to maintain service delivery.

Skills

Customer service

Investigation

Stakeholder management

Communication

Organisational skills

Continuous improvement

Job description

Pinnacle Group Limited is seeking a Customer Solutions Manager to join the Pinnacle Service Families team, supporting service families living in Defence Infrastructure Organisation accommodation across the UK. You will own complex complaints, conduct thorough investigations, gather evidence, engage stakeholders, and deliver timely resolutions to enhance the housing journey.

Reporting to the Customer Service Delivery Manager, you will identify service improvements, collaborate with operational