Home Services Move Assistant

1 month ago

Liverpool, United Kingdom Pinnacle Group Full time

**Home Services Move Assistant **(3067-a)****:
**Overview**:
**Ref**:
3067-a

**Salary**:
£23,000 - £23,000/annum

**Location**:

- United Kingdom - England - North West England - Merseyside - Liverpool

**Contract Type**:
Permanent

**Posted**:
23 November 2023

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 - Home Services Move Assistant**

Due to recent contract expansion, Pinnacle Group are looking for multiple Home Services Move Assistants. Reporting to the Home Services Area Manager, the Move Assistant role will be responsible for the housing allocation process to our armed forces families. Provide an excellent standard of service to all families through effective telephone handling techniques.

As a member of the Home Services team this role will be responsible for helping to create an effective and efficient function 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.

**Key Responsibilities**
- Maintain a thorough knowledge of the geographic areas to enable understanding of the issues during occupancy allocations and disputes for families’ issues to be resolved correctly and in a timely fashion.
- Maintain a full understanding of the housing allocation process and measures available to support the allocation process and if there are problems with the allocation for families’ issues to be resolved correctly and in a timely fashion.
- Maintain a full understanding of the housing entitlement process and measures available to support the allocation process and if there are problems with the allocation for families’ issues to be resolved correctly and in a timely fashion.
- Ensure all calls are answered within agreed performance measures. Make sure Priority Calls are dealt with efficiently.

**Person Specification**
- Deliver excellent customer service.
- You will have strong communication skills and be confident managing conflict.
- Ability to constructively challenge and give/ receive feedback
- Empathetic approach
- Fantastic listening skills
- Excellent communication skills and telephone manner
- Great organisational skills and attention to detail
- Ability to confidently build a rapport with customers and stakeholders
- Confident, courteous, and professional manner
- Liaise with internal and external colleagues and departments. Including military personal. Escalate/Assign issues to external and 3rd party companies, where necessary
- Effectively communicate with non-English speaking military personnel and their families by use of language line service

INDMA

**Contact information**:
ServiceFA Mock

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