Case Officer

**Case Officer **(2162)****:
**Overview**:
**Ref**:
2162

**Salary**:
£23,500 - £23,500/annum

**Location**:

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

**Contract Type**:
Permanent

**Posted**:
08 February 2023

**Closing date**
08 Mar 2023 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 Role**

Pinnacle Group are looking for a NAMs Case Officer to work within the Repairs and Maintenance team to manage any work requests that are being case managed, providing a key point of contact for families and RAMS Case Handlers.

**Duties/Key Responsibilities**
- Develop good working relationships with the RAMS Case Handlers, providing them with clear support and guidance as needed, and facilitate handling of the case to ensure it is delivered effectively and to their satisfaction.
- Ensure a superior end to end customer experience is delivered
- Handle inbound/ outbound omni channel contacts from service personnel, their families’ and stakeholders
- Keep families informed on the progress of the work through to completion
- Maintain accurate records on CRM system and case tracker (in conjunction with RAMs) to ensure at all times the progress of cases is known
- Work with RAMS Case Handlers to provide all the necessary information, ensuring the most effective solutions can be delivered by the RAMS Operatives
- Foster collaborative relationships with RAMS Case Handlers to develop a mutual understanding on case management processes and facilitate effective resolution
- Drive Improvements to processes and procedures
- Attend daily and weekly governance meetings to monitor progress and drive performance
- Ensures compliance with all applicable laws and regulations including GDPR and the handling of sensitive customer data and Health and Safety.

**Skills Required**:

- Proven experience in a fast paced, customer facing setting.
- Experienced in complaint handling.
- Empathetic approach
- Excellent communication skills and telephone manner
- Ability to confidently build a rapport with customers
- Confident, courteous, and professional manner

**Contact information**:
ServiceFA Mock