Hybrid: Customer Solutions Manager – Housing Services

Pinnacle Group Limited; Liverpool; Hybrid; GBP 45,000 - 60,000; Full time

Job summary

Pinnacle Group Limited is seeking a Customer Solutions Manager to join the Pinnacle Service Families team, supporting Defence Infrastructure Organisation accommodation across the UK. You will take ownership of complex complaints, conduct investigations, gather evidence, and deliver timely resolutions.

The role emphasizes continuous service improvement and strong stakeholder collaboration. The position is hybrid, based three days per week at the National Service Centre in Speke and two days

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 organized with strong attention to detail and the ability to manage multiple cases to agreed deadlines.
• A 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 (both 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 collaboratively with the Customer Service Delivery Manager to implement effective changes.
• Work closely with NSC-based teams to support complaint resolution and achieve positive customer outcomes.
• Work collaboratively with the team, stepping in to cover colleagues when required to maintain service delivery

Skills

Complaint handling

Investigation

Communication

Organization

Customer focus

Job description

Pinnacle Group Limited is seeking a Customer Solutions Manager to join the Pinnacle Service Families team, supporting Defence Infrastructure Organisation accommodation across the UK. You will take ownership of complex complaints, conduct investigations, gather evidence, and deliver timely resolutions.

The role emphasizes continuous service improvement and strong stakeholder collaboration. The position is hybrid, based three days per week at the National Service Centre in Speke and two days