Home Services Move Assistant

3 weeks ago

Speke, United Kingdom Pinnacle Group Full time

**Home Services Move Assistant **(2111)****:
**Overview**:
**Ref**:
2111

**Salary**:
£22,260 - £22,260/annum

**Location**:

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

**Contract Type**:
Permanent

**Posted**:
22 May 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 Role**

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

**Duties/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

**Skills Required**:

- Ability to constructively challenge and give/ receive feedback
- Fantastic listening skills and an empathetic approach
- 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
- Experience in a customer service / customer facing environment
- 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.
- Work with others within the local Pinnacle team to support the team and wider business to deliver results
- Maintain high standards and delivery in a changing environment

**Contact information**:
ServiceFA Mock

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