Housing Officer

Pinnacle Group; Lossiemouth; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading housing services provider is seeking a Housing Officer to join their team in Lossiemouth. The role involves mobile patch-based housing management, engaging with service families, and developing relationships with stakeholders. The ideal candidate will have experience in housing management and exceptional customer service skills. This is a full-time, on-site role requiring a UK driving licence. The position includes various benefits such as flexible working arrangements and a company vehicle.

Benefits

Flexible Working Arrangements

Life Assurance

Enhanced Pension Scheme

Private Medical Insurance

Company Vehicle

Qualifications

• Proven experience in housing management or a customer-focused operational role.
• Ability to deliver exceptional customer service while handling sensitive situations.
• Strong communication skills with diverse stakeholders.

Responsibilities

• Deliver all aspects of the occupancy cycle ensuring standards are achieved.
• Manage relationships with various stakeholders for support to families.
• Plan and manage appointments ensuring effective communication with families.

Skills

Housing management experience

Customer service excellence

Strong communication skills

Organisational skills

Relationship-building

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 service

Pinnacle 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.

This is a full-time role on-site role with travel required across the patch within Lossiemouth North Scotland and occasional travel across the North Region. A full UK driving licence is essential. An electric company vehicle is provided.

Who we are

Pinnacle Group is a leading UK private sector provider of housing and neighbourhood services, managing and maintaining communities where people live, learn, work and play.

We’re a people‑first organisation with a values driven culture that has remained consistent for thirty years; living through how we treat our employees and our customers.

Who we’re looking for

We’re looking for someone who, alongside the key criteria below, will sign up to our values of Trust, Respect, Involve, Challenge and Deliver Excellence and will be determined to maintain 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.
• Manage garage allocations efficiently, minimising voids and maintaining accurate records.
• 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.
• Maintain high standards of record‑keeping, casework, and system use across all services.
• Support the delivery of aids, adaptations, and CAAS processes where Housing Officer input is required.
• Contribute to operational reporting, continuous improvement initiatives, and best practice development.

Key requirements:

• Proven experience in housing management or a customer‑focused operational role.
• 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 licence and willingness to travel regionally and nationally (including occasional overnight stays).

Our Offer

The more diverse our workforce, the better we can adapt to and reflect the needs of our customers. We welcome applications from all backgrounds – particularly from those who represent the communities we serve.

As a colleague, you will become part of an inclusive culture, where you will have the opportunity to achieve your full potential and enhance your career through learning and development.

We offer a wide range of benefits at Pinnacle Group, dependant on your role or business area, these range from additional leave packages to pension plans and discounts at your favourite retailers:

• 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