Housing Officer

Pinnacle Group Limited; Stockbridge; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading housing services provider in the UK is seeking a Housing Officer to deliver mobile housing management services. The role involves assisting service families with their housing needs, ensuring quality service through effective stakeholder collaboration. Ideal candidates will have experience in housing management or customer service, strong communication skills, and a commitment to enhancing service delivery. This fixed-term position offers extensive travel across various locations.

Benefits

Flexible Working Arrangements

Life Assurance

Enhanced Pension Scheme

Private Medical Insurance

Company Car

Retail Discounts

Qualifications

• 2+ years of experience in housing management or customer service.
• Full UK driving licence required.
• Commitment to providing quality services to service families.

Responsibilities

• Manage housing appointments and oversee move-in/move-out processes.
• Collaborate with stakeholders to deliver high-quality housing services.
• Document and resolve complaints and occupancy issues.

Skills

Communication skills

Organizational skills

Customer service orientation

Ability to work independently

Job description

Overview

Pinnacle Group are looking for a Housing Officer 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.

You will be joining our Homes Team based in Aldershot. Our Homes team plays a crucial role as part of Pinnacle Service Families, our largest contract managing 49,000 military family homes on behalf of the Ministry of Defence. As part of the team, you’ll sign up to our mission: To be champions of Service Families, advocating for them 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 fixed-term role until the end of May 2026, with frequent travel across Aldershot, Winchester, Andover and Middle Wallop. A full UK driving licence is essential, an electric company car 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

• According to contractual requirements provide services to families as part of the occupancy cycle such as planning for, attending, and administering pre move out, move out, pre move in, move in and 14-day observation (settling in) visit appointments while working collaboratively with industry partners to meet the required standards
• Work in partnership with RAMS (responsible for void preparation works) to achieve the contractual move in standards ensuring families receive high quality homes and a welcoming/helpful service
• Ensure contractual occupancy move out standards are met, and recharges applied and allocated to service families using an evidence-based approach and high levels of diplomacy
• Contribute to and or lead on ensuring families and the places that they live receive a comprehensive and holistic patch service by raising, reporting, and monitoring to a successful conclusion any health and safety concerns, issues which impact on service families lived experience in their homes and or the areas they live in
• In liaison with regional colleagues and managers, proactively plan, monitor, and manage routine appointments ensuring that any short notice changes are communicated immediately to relevant internal and external stakeholders
• Ensure garage voids are minimal and garages are managed/maintained efficiently and effectively along with accurate record keeping
• Liaise, engage, and work in partnership with a range of internal and external stakeholders including planning and coordinating patch / location walkabouts with stakeholders
• Liaise with and work in partnership with local agencies, charities, support providers, military liaison officers, service hubs and statutory authorities to deliver joined up support and services to families
• Support large scale and sometimes short note moves which may require regional and national travel with overnight stays – includes covering other Housing Officer’s planned and unplanned short notice absence
• Participate and support events and a range of activities to engage with service personnel and their representatives including planning, organising, and attending one off and routine service family housing surgeries and stakeholder meetings
• Lead and assist in the investigation and resolution of complaints and occupancy breaches to a successful conclusion – drafting responses and reports as required

Key requirements

• Preferred 2 years working in public or private sector housing management or a customer service focussed operational environment. Applications from ex service personnel welcome.
• Full driving licence
• Occasional national (overnight stays) but frequent regional/patch travel
• Demonstrates commitment to and passion for providing enhanced services to service families
• Must be eligible for relevant security and clearance checks
• Ability to work independently across a mobile patch

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 including ex-armed forces personnel and their families.

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 Car