Hybrid Customer Solutions Advisor — Complaints & Records

Pinnacle Group; Liverpool; Hybrid; GBP 22,000 - 30,000; Full time

Benefits offered by this job

Flexible Working Arrangements

Pension Scheme

Annual Leave

Private Medical Insurance

Cycle to Work Scheme

Employee Assistance Programme

Retail Discounts

Job summary

Pinnacle Group is seeking a Customer Solutions Advisor to support Defence Infrastructure Organisation accommodation across the UK. In a hybrid role (three days at the National Service Centre in Speke and two days remote), you will manage complaints, maintain records, and draft closure letters, ensuring professional, accurate communications and strict data handling.

You will work with stakeholders, build rapport, and uphold company policies while delivering excellent customer service.

Qualifications

• Experience within a customer service and/or complaint handling environment.
• Excellent written communication skills, with the ability to produce clear, accurate, and professional correspondence.
• Strong attention to detail and the ability to maintain accurate records and documentation.
• Confident communication and relationship-building skills, with the ability to engage effectively with customers and stakeholders.
• Proficiency in Microsoft Office applications, including Word, Excel, Outlook, Teams, and PowerPoint.

Responsibilities

• Acknowledge all new complaints promptly and professionally.
• Provide complainants with the contact details of their assigned Customer Solutions Manager, who will act as their dedicated point of contact throughout the complaint process.
• Draft accurate, clear complaint closure letters that reflect the outcome of investigations and comply with company standards.
• Maintain detailed records of complaints, correspondence, and actions within the CRM system.
• Ensure all complaint documentation is completed and stored in accordance with company policies, procedures, and regulatory requirements.
• Build and maintain positive working relationships with internal and external stakeholders.
• Monitor complaint records to ensure information is accurate, up to date, and audit ready.
• Ensure confidentiality and data protection requirements are adhered to at all times.
• Contribute to the delivery of high-quality customer service and continuous improvement within the Customer Solutions team.

Skills

Customer service

Complaint handling

Written communication

Attention to detail

Relationship building

Tools

Word

Excel

Outlook

Teams

PowerPoint

Job description

Pinnacle Group is seeking a Customer Solutions Advisor to support Defence Infrastructure Organisation accommodation across the UK. In a hybrid role (three days at the National Service Centre in Speke and two days remote), you will manage complaints, maintain records, and draft closure letters, ensuring professional, accurate communications and strict data handling.

You will work with stakeholders, build rapport, and uphold company policies while delivering excellent customer service.