Job Description

Customer Service Officer (3134)

Overview

Ref:
3134 Salary:
\xc2\xa323,320 - \xc2\xa323,320/annum Location:
- United Kingdom - England - North West England - Merseyside - Speke Contract Type:
Permanent Posted:
08 November 2023


Pinnacle Group provides people-first, integrated services across a range of community-facing assets and infrastructure \xe2\x80\x93 including multi-tenure housing, schools, open spaces, public buildings, utilities and broadband networks \xe2\x80\x93 as well as a range of complementary employment and wellbeing outcomes. Across the UK, Pinnacle supports over 300,000 homes, 200 schools and 80 public buildings creating value, providing stewardship and generating positive outcomes for our customers, our partners and our clients.
Our Homes business serves communities by providing trusted housing management solutions. We take a collaborative and commercially minded, yet socially principled approach across our portfolio of Affordable, Private Rented and Leasehold properties. The landmark National Accommodation Management Services (NAMS) contract for the Defence Infrastructure Organisation (DIO) went live in March 2022 to provide Service Family Accommodation housing management to 49,000 homes, and the service families who live in them.
The Role - Customer Service Officer The purpose of the role is to ensure accurate diagnosis of repairs, complete use of the available IT solution ensuring detailed fault descriptions are entered in to each repair. Systems note functions are fully utilised and appointments are offered within the contractual timeframes of each repair
priority. This role will involve talking to members of the RAMS teams and also escalating situations to the management tea, when appropriate. This is a full time role workign 37.5 hours per week. Hours for this role are based on a 10 week rolling rota. In this period you will be required to work 2 early shifts, 2 late shifts, and 2 and a half weekends. This is equal to 1 weekend every month. The suitable applicant will work shifts between 7.30am to and 9.30pm.
Duties/Key Responsibilities

• 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 o Carry out quality checks prior to confirming appointments
• Adheres to the call flow, system scripts and other process in line with the call quality framework.
• Work closely with the other departments across the centre ensure families are redirected to the correct area should the enquiry not be repairs related.
• Communicate positively and effectively during every family interaction
• Maintain effective national level relationships with DIO, RAMS providers and NAMS subcontractors to ensure that contractual requirements are met
• Maintain health relations with all colleagues across the wider National Service Centre
• Contribute positively to the business continuous improvement strategy particularly within the role being performed
• Putting safety of all first.
• Uphold the Pinnacle values
• Adhere to Pinnacle\xe2\x80\x99s policies and procedures

Skills

• Is able to perform consistently even when under pressure
• Has a high output pace of work and is methodical in their approach
• Is a practical thinker
• Has consistent experience in planning / scheduling, organisation, and prioritisation
• Is naturally proactive in their approach
• Has a level of technical compliance understanding around the subject of repairs & maintenance
• Able to maintain effective working relationships at all levels, and work collaboratively with client and supply chain organisations
• Has strong customer service skills and at least a years\xe2\x80\x99 experience within a customer facing / verbal role
• Able to communicate clearly both verbally and written
• Is proficient from a IT system use perspective
• Always puts safety of all first.

Pinnacle Group strives to be an equal opportunities employer and welcomes applications from anyone regardless of ethnic origin, gender, disability, age, trade union activity, marital status, religious belief or sexual orientation. We are Armed Forces friendly. We welcome applications from ex-Armed Forces personnel, reservists, armed forces veterans, cadet instructors and military spouses/partners.

Contact information

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