Customer Solutions Manager - Housing & Service Excellence

Pinnacle Group Limited; Plymouth; On-site; GBP 36,000 - 48,000; Full time

Benefits offered by this job

Pension scheme

Annual leave

Job summary

Pinnacle Group Limited is seeking a Customer Solutions Manager to support Defence Infrastructure Organisation housing across the UK. You will own complex complaints, conduct thorough investigations, gather evidence, and deliver timely resolutions, while identifying improvements and collaborating with operational teams to enhance customer experience throughout the housing journey.

The role requires empathy, strong organisation, and excellent communication with customers, colleagues, and

Qualifications

• The ideal candidate has 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.
• Highly organised with strong attention to detail and the ability to manage multiple cases to deadlines.

Responsibilities

• Gather and evaluate all relevant evidence, manage complaint cases in line with agreed timelines, and issue clear, timely written responses to complainants.
• Attend meetings (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 with the Customer Service Delivery Manager to implement changes.
• Work closely with NSC-based teams to support complaint resolution and positive outcomes.
• Collaborate with the team, stepping in to cover colleagues to maintain service delivery.

Skills

Customer focus

Investigation

Communication

Stakeholder management

Problem solving

Attention to detail

Continuous improvement

Empathy

Job description

Pinnacle Group Limited is seeking a Customer Solutions Manager to support Defence Infrastructure Organisation housing across the UK. You will own complex complaints, conduct thorough investigations, gather evidence, and deliver timely resolutions, while identifying improvements and collaborating with operational teams to enhance customer experience throughout the housing journey.

The role requires empathy, strong organisation, and excellent communication with customers, colleagues, and