Hybrid Customer Solutions Advisor – Complaints & Records

Pinnacle Group Limited; Liverpool; Hybrid; GBP 23,000 - 29,000; Full time

Job summary

Pinnacle Group Limited is seeking a Customer Solutions Advisor to join our Pinnacle Service Families team, supporting service families living in Defence Infrastructure Organisation accommodation across the UK. Reporting to the Senior Customer Solutions Manager, you will manage complaints from acknowledgement to closure with accuracy and empathy.

The hybrid role requires a customer-focused approach, excellent written communication, and the ability to maintain detailed records in our CRM.

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 in a timely and professional manner.
• 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.
• Produce accurate, clear, and professional complaint closure letters that reflect the outcome of investigations and comply with company standards.
• Maintain accurate and 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

CRM software

Tools

Microsoft Office

CRM software

Job description

Pinnacle Group Limited is seeking a Customer Solutions Advisor to join our Pinnacle Service Families team, supporting service families living in Defence Infrastructure Organisation accommodation across the UK. Reporting to the Senior Customer Solutions Manager, you will manage complaints from acknowledgement to closure with accuracy and empathy.

The hybrid role requires a customer-focused approach, excellent written communication, and the ability to maintain detailed records in our CRM.