Housing Officer

Pinnacle Group; Elgin; Remote; GBP 110,000 - 120,000; 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

Company Vehicle

Job summary

Pinnacle Group is seeking a Housing Officer to join our Homes Team within the Pinnacle Service Families division. The role delivers a mobile patch-based housing management service, attending appointments with service families as they move in, reside, or move out of their homes.

The ideal candidate has housing management or customer-focused experience, strong organisational skills and the ability to engage with military personnel, local agencies and industry partners.

Qualifications

• Experience in housing management or a customer-focused operational role.
• Proven ability to deliver high-quality service to service families.
• Excellent communication and relationship-building with diverse stakeholders.
• Organised and able to manage a mobile patch and travel.
• Full UK driving licence and willingness to travel regionally.

Responsibilities

• Deliver all aspects of the occupancy cycle, from pre-move to move out, meeting contractual standards.
• Work with RAMS and industry partners to ensure safe, high-quality homes for families.
• Apply move out standards fairly and manage recharges diplomatically.
• Identify and monitor issues affecting family wellbeing and housing conditions.
• Plan and manage appointments with clear, timely communication to families and partners.
• Build relationships with internal teams, local agencies, charities and military representatives.
• Support regional and national moves and cover colleagues when required.
• Represent Pinnacle at events and meetings to promote engagement with service personnel and families.
• Investigate complaints and tenancy breaches, drafting responses as needed.
• Support aids, adaptations and CAAS processes where Housing Officer input is required.

Skills

Customer service

Stakeholder management

Communication

Driving licence

Job description

Pinnacle Group are looking for a Housing Officer to join our Homes Team within our Pinnacle Service Families division to deliver a mobile patch-based housing management service. The role involves attending appointments with service families as they move into and out of their homes and while they are in occupation. In addition to delivering housing management services, the Housing Officer will play a key role in developing relationships and engaging with stakeholders including industry partners to ensure families receive a holistic and seamless individual and patch management servicePinnacle Service Families manages 49,000 military family homes across the UK – one of the largest and most significant contracts within Pinnacle Group. Delivered on behalf of the Defence Infrastructure Organisation (DIO), part of the Ministry of Defence, our work supports service families by providing well-managed services and advocating for their needs in everything we do.The ideal candidate will bring proven experience in housing management or a customer-focused operational environment, with a genuine commitment to delivering high-quality services to service families. They will be confident working independently across a mobile patch, demonstrate strong organisational and communication skills and be comfortable engaging with a wide range of stakeholders including military personnel, local agencies and industry partners.The is a remote role with frequent travel required across the areas of Elgin, Lossiemouth and Kinloss. The salary is £28,891.50 per annum, pro-rata based on a 3 month fixed-term contract.

Who we are

Pinnacle Group is a market-leading national provider of housing, neighbourhood and workplace services. With over thirty years of experience, we deliver expert, place-based management and maintenance solutions that enhance the everyday lives of the communities we serve. We’re a people-first organisation with a values-driven culture that has stood the test of time -reflected in the way we care for both our employees and our customers.

Who we’re looking for

We’re looking for someone who not only meets the key criteria below but also embraces our core values – Trust, Respect, Involve, Challenge, and Deliver Excellence – and is committed to earning and maintaining the confidence of our clients and communities.

Key responsibilities will include:

• Deliver all aspects of the occupancy cycle, including pre-move, move in, settling‑in visits, and move out, ensuring contractual standards are achieved.
• Work in partnership with RAMS and other industry partners to meet void and move in standards, providing families with safe, high-quality homes.
• Apply move out standards fairly, managing recharges with an evidence-based and diplomatic approach.
• Identify, raise, and monitor issues affecting family wellbeing, housing conditions, or community environments, ensuring timely resolution.
• Plan, monitor, and manage appointments, ensuring effective communication of any changes to families and stakeholders.
• Build strong relationships with internal teams, external partners, local agencies, charities, and military representatives to ensure joined‑up support for families.
• Support regional and national moves, sometimes at short notice, including covering for colleagues when required.
• Represent Pinnacle at events, surgeries, and stakeholder meetings, promoting engagement with service personnel and their families.
• Investigate and resolve complaints and tenancy breaches, drafting reports and responses as required.
• Support the delivery of aids, adaptations, and CAAS processes where Housing Officer input is required.

Key requirements:

• Experience in housing management or a customer-focused operational role, in either public or private sectors.
• Demonstrated ability to deliver exceptional customer service, handling sensitive situations with empathy and professionalism.
• Strong communication and relationship-building skills with diverse stakeholders, including service families and military personnel.
• Excellent organisational skills to manage a mobile patch effectively and meet contractual standards.
• Full UK driving license and willingness to travel regionally and nationally (including occasional overnight stays).

Our Offer

We believe that diversity makes us stronger. The more varied our workforce, the better we can understand, reflect and meet the needs of the communities we serve. That’s why we actively welcome applications from people of all backgrounds – especially those who represent the communities we work with every day.

In addition to statutory benefits such as sick pay, maternity/paternity leave, a pension scheme, and annual leave, we offer a wide range of additional benefits tailored to your role and business area, including:

• 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
• Company Vehicle