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Customer Service Officer

4 months ago

Speke, United Kingdom Pinnacle Group Full time

**Customer Service Officer **(3423)****:
**Overview**:
**Ref**:
3423

**Salary**:
£23,320 - £23,320/annum

**Location**:

- United Kingdom - England - North West England - Merseyside - Speke

**Contract Type**:
Permanent

**Posted**:
06 February 2024

**Closing date**
20 Feb 2024 23:59

Pinnacle Group provides people-first, integrated services across a range of community-facing assets and infrastructure - including multi-tenure housing, schools, open spaces, public buildings, utilities and broadband networks - 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
- 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.

**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
- 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’ experience within a customer facing / verbal role
- Able to communicate clearly both verbally and written
- Is proficient from a IT system use perspective

**Contact information**:
ServiceFA Mock