Data & Reporting Assistant - Speke, England

2 weeks ago

Speke, United Kingdom Pinnacle Group Full time

**Data & Reporting Assistant **(3579)****:
**Overview**:
**Ref**:
3579

**Salary**:
£40,000 - £40,000/annum

**Location**:

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

**Contract Type**:
Permanent

**Posted**:
05 April 2024

**Closing date**
12 Apr 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.

The landmark National Accommodation Management Services (NAMS) contract for the Defence Infrastructure Organisation (DIO) went live in April 2022 to provide Service Family Accommodation housing management to 49,000 homes, and the service families who live in them.

As a member of the Commercial & Compliance Team this role will be jointly responsible for helping to create an effective and efficient organisation with a positive workplace culture, that will enable us to deliver an excellent service, putting the customer at the centre of our approach, focusing on enhancing the lived experience behind every move in, move out and repairs and maintenance process, delivering top quality housing management services every time.

**The Role**

Pinnacle Group are looking for a Reporting & Data Assistant. Reporting and Data Analyst and will support the wider team in reporting on regional and national performance and reporting against contract requirements. In addition, owning and optimising daily, weekly, and monthly reports to enable the business to use data to make smart customer focused decisions.

You will review trended and task level data from the integrated systems used across Housing Management, Operational delivery in the regions and customer-based data to provide both the regional client and internal and external stakeholders with a clear picture of service delivery.

You will track levels of complaints, customer satisfaction surveys, compensation requests, Call Handling metrics, Repairs, and work with key internal stakeholders to understand trends and highlight opportunities for improvement.

You will support with tracking levels of appointment demand across Voids management and the occupancy cycle, Response maintenance, Planned Maintenance (PPM) and ensure delivery timescales are being met liaising closely with the RAMS (Regional Accommodation Management Services) provider to ensure adequate appointment availability and reviewing trends in performance to improve appointments management in the NAMS (National Accommodation Management Services) contract.

A monthly cycle of KPI data reviews will require you to support the production of clearly defined performance reports.

The overall objective will be to improve the service and the customer experience of service families

This role offers some Hybrid working

**Duties/Key Responsibilities**
- Build performance reports which includes key safety, operational, quality and customer metrics which will be presented both internally and externally to the DIO client team and wider stakeholder groups as appropriate.
- Own and optimise the current reporting requirements that cover metrics for National Service Centre for Call handling, Repairs, Complaints, Compensation, Customer Satisfaction, and Occupancy Management.
- Liaise with the third-party IT partner to collect, manage and present performance data relating to this parties activities.
- Play a key role in establishing a trusting relationship with key internal and external customers in delivering data, metrics and insight with integrity and demonstrating assurance of data collected and shared.
- Contribute to the annual performance reviews to be included in Pinnacle’s annual business planning and contribute to clear objectives nationally and regionally to improve performance.
- Work with internal and external stakeholders on Balanced Scorecard reporting.
- Understand the impact of performance management on contract obligation and the financial implications.
- Liaise regularly with Commercial colleagues to align the contract requirements with service delivery and contribute to the risk register regarding performance risk and mitigation.
- Support the Early Warning and rectification processes to define performance improvement timelines and activity.
- Review trends and task level data from the integrated systems used across Housing Management, Operational delivery in the regions and customer-based data to provide both the regional client and internal and external stakeholders with a clear picture of service delivery.
- Track levels of complaints, customer satisfaction surveys, compensation requests, Call Handling metrics, Repairs, an

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