Customer Solutions Advisor
2 months ago
**Customer Solutions Advisor **(3362)****:
**Overview**:
**Ref**:
3362
**Salary**:
£22,000 - £22,000/annum
**Location**:
- United Kingdom - England - South East England - Oxfordshire - Carterton
**Contract Type**:
Permanent
**Posted**:
17 January 2024
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 Solutions Advisor**
Reporting to the Customer Solutions Delivery Manager the customer solution advisor role (closures) will handle outbound calls in relation to customer complaints and feedback. The customer solutions team will focus on ensuring an effective and efficient customer service is provided. The team will deal with complaints in a timely manner and help keep customer satisfaction levels positive and in turn enhance the lived experience. The team will always endeavour to resolve customer issues at first point of contact by Listening to, understanding and acknowledging customers’ individual needs and circumstances.
Working hours are Mon-Frid 8.30am-4.30pm
**Duties/Key Responsibilities**
- Contact families that have raised a concern/complaints ensuring we have all of the relevant information to investigate and resolve the issues.
- Delivering clear communications to ensure families have transparency during every interaction
- Create trusting relationships with stakeholders
- Accurately record updates on CRM system
- Acting as first point of contact aiming to resolve queries as quickly and efficiently as possible
- Ensuring company policies are strictly adhered to at all times.
- Providing impeccable levels of service to the armed forces families
**Skills**
- Experience in customer service and/ or complaint handling
- Empathetic approach
- Fantastic listening skills
- Excellent communication skills and telephone manner
- Ability to confidently build a rapport with customers
- Confident, courteous, and professional manner
- Transparent and honest ethos
**Contact information**:
ServiceFA Mock
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