Customer Solutions Manager - Housing Services & Complaints

Pinnacle Group Limited; Plymouth; On-site; GBP 42,000 - 64,000; Full time

Benefits offered by this job

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 the Pinnacle Service Families team, supporting service families living in Defence Infrastructure Organisation accommodation across the UK.

You will own complex complaints, conduct investigations, gather evidence, and deliver timely resolutions, collaborating with operational teams to improve the customer experience throughout the housing journey.

Qualifications

• Experience handling complex customer enquiries or complaints in a customer service, housing, property, or service-led environment.
• Strong investigation and problem-solving abilities with evidence gathering and resolution delivery.
• Excellent written and verbal communication and stakeholder management.
• Highly organised with attention to detail and ability to manage multiple cases to deadlines.
• Customer-focused, proactive, and committed to continuous improvement.

Responsibilities

• Gather and evaluate all relevant evidence, manage complaint cases in line with agreed timelines, and issue clear, timely, and accurate written responses to complainants.
• Attend meetings (virtual and face-to-face) with management, colleagues, stakeholders, and families as required.
• Participate in coffee mornings and 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 collaboratively with the Customer Service Delivery Manager to implement effective changes.
• Work closely with NSC-based teams to support complaint resolution and achieve positive customer outcomes.
• Work collaboratively with the team, stepping in to cover colleagues when required to maintain service delivery.

Skills

Complex complaint handling

Investigation skills

Communication skills

Stakeholder management

Organisational skills

Job description

Pinnacle Group 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 investigations, gather evidence, and deliver timely resolutions, collaborating with operational teams to improve the customer experience throughout the housing journey.