Pinnacle Group are looking to recruit a skilled Customer Services Advisor to join our Homes Team based in Speke. In this role, your responsibilities will include handling inbound and outbound calls , providing assistance to customers complaints and/or queries and ensuring accurate diagnosis of repairs. You will ensure all related repairs are diagnosed, recorded accurately and updated where appropriate within the available IT systems.

Pinnacle Service Families manages 49,000 military family homes across the UK – one of the largest and most significant contracts within Pinnacle Group. Delivered on behalf of the Defence Infrastructure Organisation (DIO), part of the Ministry of Defence, our work supports service families by providing well-managed services and advocating for their needs in everything we do.

The ideal candidate will have excellent communication skills, a friendly demeanor, and the ability to work efficiently under pressure. If you are passionate about helping others and thrive in a fast-paced environment, we would love to hear from you.

This is a full-time role operating on a rotational shift pattern between 7:30am and 9:30pm, Monday to Sunday. The rota includes two weekends in every 10 worked, as well as two late shifts in every 10, with a variety of other shifts scheduled in between. The role also offers a hybrid working arrangement, with two days working remotely and office attendance required on Tuesdays, Thursdays and Fridays.

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:

• Handling multiple call types to include repairs, general home enquiries and complaint calls ensuring all complaints are diagnosed accurately all complaints logged efficiently and families are provided with an accurate response to their home inquiry.
• Ensure all related repairs are diagnosed, recorded accurately and updated where appropriate within the available IT systems
• Deliver clear communications with every family member to maximise access opportunities where new appointments are created.
• Proactively communicate with both RAMS to ensure transparency of specific family circumstances
• Ensure no appointments are booked beyond the target time for the appointment and also drive speed to aim for a resolution at the earliest opportunity.
• Providing impeccable levels of service to the armed forces families

Key requirements:

• Strong customer service skills and at least a years’ experience within a customer facing / verbal role
• Able to communicate clearly both verbally and written
• Able to maintain effective working relationships at all levels, and work collaboratively with client and supply chain organisations
• Exceptional telephone manner.
• Successfully completes SC security clearance

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.

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/Car Allowance
• Electric Vehicle Scheme