Customer Services Officer

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 complementaryemployment 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 - Customer Services Officer
Brockley PFI are looking for a Customer Services Manager to join our growing team. We are looking for a passionate customer advocate who truly cares about the service they as an individual and we as a business provide to our customers.

This is a role for someone who wants to be solving problems, working out issues and thinking independently about how to overcome tricky situations. This is for a self-starting personality. The job requires someone organized and disciplined in their thinkingand actions that can work in a team.

**Duties/Key Responsibilities
- Proactively answering all incoming enquiries from customers and providing excellent customer focused outcomes.
- Identify and alert management of events with potential high business impact or emergency.
- Working with the Customer Service team to create, deliver and implement new systems and processes to continually improve our service to our customers.
- Assisting in the generation of customer communications and documents.
- To adhere to the quality assurance in place to ensure our customers receive best in class service.
- To engage with first line responses on complaints
- To produce, from the system, reports on monthly and annual performance KPIs
- Process and organise external invoices

**Skills Required
- Experience in Customer Services required.
- Call Centre / Helpdesk Centre experience desired.
- Complete understanding of Microsoft Office solutions.
- Comfortable in handling complaints.
- Technology literate.
- A strong desire to provide excellent customer service on each interaction
- Must possess integrity and trustworthiness towards the company.
- Must be able to find advise and solutions for customer queries and provide reliable information
- Must demonstrate team working, customer advocacy and administrative ability
- Must possess strong organisation skills and an eye for detail.
- Must possess strong interpersonal skills.
- Strong sense of ownership, urgency and work ethic
- Ability to learn and work in multiple systems simultaneously