Customer Service Officer

3 weeks ago

Speke Merseyside England, United Kingdom Pinnacle Group Limited Full time

Pinnacle Group are looking for a motivated Customer Service Officer to provide exceptional customer service and support. You will be joining our Repairs Team based in Speke. Your responsibilities will include handling inbound and outbound calls, resolving customer inquiries, and providing accurate information about our services. You will need excellent communication skills, a friendly demeanour, and the ability to work efficiently under pressure. If you are enthusiastic about helping others and thrive in a fast-paced environment, we would love to hear from you.

Our Home Services team plays a crucial role as part of Pinnacle Service Families, our largest contract managing 49,000 military family homes on behalf of the Ministry of Defence. As part of the team, you'll sign up to our mission: To be champions of Service Families, advocating for them in everything we do.

We are looking for

Pinnacle Group are looking for a new Customer Service Officer to report to one of our Customer Service Team Leader's, the core role of the customer service advisor is to diagnose families repair request as accurately as possible in order to influence the first time fix approach and provide impeccable levels of customer service to our Service Families. As part of the repairs team, you will act as the central point of contact for all repairs related enquiries, providing families with updates on existing repairs and liaise with suppliers to obtain key information to pass on to families so they are aware of the next steps of their repair.

The working hours are Monday-Sunday 7.30am - 9.30pm on a 10-week rotation working 8 hour shifts,with days off during the week

This is a flexible working role with both office and home working in place with an average of 1-2 days in the office out of a 5-day working week, you will be working a total of 37.5 hours per week.

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:

  • Acting as first point of contact for all families aiming to resolve queries as quickly and efficiently as possible.
  • Accurately diagnosing repairs using the repair finder triage tool
  • Accurately capturing family information in order to support suppliers in their repair fix.
  • Contacting supply partners to obtain additional information in order to update families.
  • Maintaining accurate information within each repair

Key requirements:

  • Ability to confidently build a rapport with customers.
  • Excellent communication skills and telephone manner
  • Experience in customer service.
  • Empathetic approach

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

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