Regional Customer Solutions Delivery Manager

3 days ago

Speke, United Kingdom PINNACLE GROUP Full time

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 - Regional Customer Service Delivery Manager - North
As a Regional Customer Service Delivery Manager, you will lead, manage, support, and develop a team of Customer Solutions Managers. You will have close working relationships with regionally based performance managers, area managers and other external stakeholders.The regional customer service delivery manager will lead a team of customer solution managers that are spread across the North of the country so a hybrid way of working with frequent travel is essential. Your regional service will focus on delivering highquality family centred resolutions when things don't go to plan during the occupancy cycle and while families are living in their homes.To deliver excellent services you will work closely and collaboratively with our local industry partners, DIO, our client,and key stakeholders such as Families Federation officers and senior service personnel.

You will be responsible for leading on the creation of effective and efficient operations with a positive workplace culture, that will enable us to deliver the contractual requirements.

You will focus on providing an enhanced service when families reach out to the customer solutions department. You will source a solution and respond to the customer within the shortest possible timeframe.

This role is an operational and relationship management position with responsibility for leading high level regional client and stakeholder engagement.

**Duties/Key Responsibilities
Leading and developing the regional customer solutions service, you will deliver a range of family focused services and activities in line with contractual requirements, relevant regulation, government policy and performance indicators. You and your regionalteams will:

- Work closely with other Customer Delivery Mangers to create a continuous improvement culture, ensuring that service families receive high quality and consistent services regardless of their location or movement in the UK
- Liaise, engage, and work in partnership with a range of internal and external stakeholders such as local agencies, charities, support providers, military liaison officers, Families Federation, service hubs and statutory authorities to deliver collaborativesupport and services to families
- Ensure complaints, councillor and member of parliament enquiries are investigated and resolved with any immediate learning being addressed within the team and service
- Produce internal/external routine and one off operational and performance reports to a range of stakeholders, working closely with Regional Performance and Regional Housing Teams
- Contribute to and lead on continuous improvement and specific projects and initiatives, locally and sometimes nationally
- Recruit, supervise, manage, coach, support and develop your team to deliver excellent services and generate a continuous improvement culture in line with Pinnacle's performance framework and values. You will be a highly visible leader and manager to stakeholdersand staff
- Be responsible for the day to day management of Customer Solutions Managers ensuring the highest standards of Health and Safety for staff and families
- Ensure effective business assurance and compliance arrangements are in place including internal and client audit oversight and improvements
- Role model and maintain the highest standards of conduct and integrity, ensuring that service families, staff, and stakeholders are treated fairly, irrespective of race, gender, disability, creed, or sexual orientation.
- Ensure that all national and local policies, procedures, and processes are implemented consistently across the region
- Provide and present routine performance reports to a range of audiences/stakeholders
- Regional responsibility for ensuring there is compliance with all relevant health and safety, legal, regulatory and compliance requirements
- Lead, develop, implement, and evidence continuous improvement
- Deputise/cover for Head of Customer Insights as required

**Skills
- Senior management experience working in a complex operational environment, providing housing management, community based services or other related field.
- Experience and demonstrable success in leading and implementing service change and new ways of working
- Full driving licence
- Enhanced Security and other relevant clearance
- Occasional national but frequent regional travel with some WFH depending on service and stakeholder needs
- Results and performance orientated to deliver excellence in line with Pinnacle's Values
- Confidence in forming effective working relationships with a diverse range of people, including working inclusively and as part of a team
- Confident in representing Pinnacle Group to a wide range of audiences, demonstrating our passion for delivering excellent housing management services and upholding our culture and values
- Supportive and collaborative coaching management style, adapting your approach to individual team members to achieve effective performance management and their full potential
- Takes the initiative and is proactive in prioritising a diverse workload
- Compet

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