High Impact Coordinator

**High Impact Coordinator **(3354)****:
**Overview**:
**Ref**:
3354

**Salary**:
£12.82 - £12.82/hour

**Location**:

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

**Contract Type**:
Contract

**Posted**:
24 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 - High Impact Coordinator**

The High Impact Team roles will directly manage all activity that is deemed as an operational priority at that specific time. The business operational priorities will change depending on the time of year and also times of the month and days of the week.

It is imperative that this team has a flexible approach to the work that are required to carry out and can adapt quickly to changing situations in order to be effectively utilized by the business to sometimes enhance but mainly to maintain high levels of service during demand periods within specific functions across the National Service Centre.

This team will work collaboratively with all departments where necessary within the National Service Centre and whilst working within each differing department, will temporarily report into that departments Pinnacle head of function.

This is a fixed term contract running until 31st July 2024.

**Duties/Key Responsibilities**
- Receiving of all complaints by phone or digital methods
- Recording of all customer complaints within the NEC Housing system
- Communicating clearly with families in order to manage their complaint
- Taking relevant action in order to resolve the complaint
- Drafting response letters to families in order to close complaints
- Managing compensation requests
- Supporting with data gathering for FOI requests
- Responding to social media complaints
- Supporting the high profile customer solutions managers with complaint resolution
- Diagnosing repairs
- Raising repairs within the NEC Housing system
- Appointing repairs
- Re-appointing repairs
- Organising alternative accommodation (hotels where necessary)
- Maintaining accurate records within the NEC Housing system
- Carrying out family quality checks to ensure accurate information
- Sending appointment confirmations to families
- Amending appointments on behalf of families
- Calling families where no access events have occurred
- Proactively jeopardy manage situations where certificates are at risk of expiry
- Supporting with data integrity and reporting
- Handling in occupancy permission requests

**Skills**
- Has a flexible approach to all working practices
- Has a high output pace of work and is methodical in their approach
- Has consistent experience in planning / scheduling, organisation, and prioritisation
- A capacity to deliver results to tight deadlines and under pressure
- Enjoys variety within their role
- Is naturally proactive in their approach
- Recognises approaching critical deadlines and realises associated risks in delivering the deadline
- 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
- Knowledge of service businesses
- Able to communicate clearly both verbally and written
- Is proficient from a IT system use perspective
- Always puts safety of all first.

**Contact information**:
Amy Dalton