Hybrid Customer Solutions Manager - Housing

Pinnacle Group Limited; Liverpool; Hybrid; GBP 40,000 - 52,000; Full time

Benefits offered by this job

Pension scheme

Annual leave

Job summary

Pinnacle Group is seeking a Customer Solutions Manager to support Defence Infrastructure Organisation housing services across the UK. You will own complex complaints, gather evidence, and drive timely resolutions while collaborating with operational teams to improve service delivery.

The role is hybrid, three days at the National Service Centre in Speke and two days remote. You will engage with families, attend meetings, and drive continuous improvement across processes and policies.

Qualifications

• Experience handling complex customer enquiries and complaints in a customer service, housing, property, or service-led environment.
• Strong investigation and problem-solving skills, with the ability to gather evidence and deliver effective resolutions.
• Excellent communication and stakeholder management skills, both written and verbal.
• Highly organised with strong attention to detail and the ability to manage multiple cases to deadlines.
• Customer-focused and proactive approach, with a passion for continuous improvement and delivering positive outcomes

Responsibilities

• Gather and evaluate all relevant evidence, manage complaint cases in line with agreed timelines, and issue clear, timely, and accurate written responses to complainants.
• Attend meetings (virtual and face-to-face) with management, colleagues, stakeholders, and families as required.
• Participate in coffee mornings and other local engagement events to provide direct support to families.
• Review existing processes to identify opportunities for continuous improvement.
• Ensure full compliance with company policies, procedures, and standards at all times.
• Drive service performance by identifying improvement areas and working with the Customer Service Delivery Manager to implement changes.
• Work closely with NSC-based teams to support complaint resolution and positive customer outcomes.
• Work collaboratively with the team, stepping in to cover colleagues when required to maintain service delivery

Skills

Investigation

Problem-solving

Communication

Stakeholder management

Organisation

Job description

Pinnacle Group is seeking a Customer Solutions Manager to support Defence Infrastructure Organisation housing services across the UK. You will own complex complaints, gather evidence, and drive timely resolutions while collaborating with operational teams to improve service delivery.

The role is hybrid, three days at the National Service Centre in Speke and two days remote. You will engage with families, attend meetings, and drive continuous improvement across processes and policies.