Senior Housing Officer

Pinnacle Group are looking for a Senior Housing Officer to join our Homes Team within our Pinnacle Service Families division. In this role you will be responsible for a reduced patch of homes or defined group of property types but will also support the Area Manager in the day to day supervision and management of a team of 3 Housing Officers.

Pinnacle Service Families manages 49,000 military family homes across the UK - one of the largest and most significant contracts within Pinnacle Group. Delivered on behalf of the Defence Infrastructure Organisation (DIO), part of the Ministry of Defence, our work supports service families by providing well managed services and advocating for their needs in everything we do.

The ideal candidate will bring proven experience in housing management and strong operational capability, with the confidence to support and guide Housing Officers. They will demonstrate excellent organisational skills, strong communication, and the ability to engage professionally with a wide range of stakeholders including military personnel, local agencies and industry partners. They will act as a visible leader across the patch, helping to embed a positive, values driven culture.

This is a full-time, hybrid role requiring frequent travel across Leuchars and Edinburgh. There will be an EV provided. An electric company vehicle is provided, so a full UK driving licence is essential.

Pinnacle Group is a leading UK private sector provider of housing and neighbourhood services, managing and maintaining communities where people live, learn, work and play.

We're a people first organisation with a values driven culture that has remained consistent for thirty years; living through how we treat our employees and our customers.

We're looking for someone who, alongside the key criteria below, will sign up to our values of Trust, Respect, Involve, Challenge and Deliver Excellence and will be determined to maintain the confidence of our clients and communities.

• Ensure occupancy standards are met and recharges allocated as appropriate using a combination of personal audits, staff training, coaching and analysis of complaints and other feedback from stakeholders.
• Ensure excellent and sensitive regional housing services are delivered while families are living in their homes including where aids and adaptations (ANDA) are required and there are welfare/support needs.
• In consultation with the Area Manager plan, monitor daily and approve housing officer dairies in long term scheduling and short notice changes (sickness) ensuring that housing officers have sufficient time for standard appointments (60% of their time) and to improve the lived experience of families, their community/patch and to engage with stakeholders (40% of their time).
• In consultation with the regional management team, plan for and lead large scale and sometimes short notice moves in your area and support this in other regions (may require UK travel).
• Contribute to ensuring families and the areas where they live receive a comprehensive and holistic patch service by raising, reporting, and monitoring to a successful conclusion any health and safety concerns or issues which impact on service families lived experience in their homes and or the areas they live in.
• Liaise, engage, and work in partnership with a range of internal and external stakeholders such as local agencies, charities, support providers, military liaison officers, family federations, service hubs and statutory authorities to deliver joined up support and services to families.
• Liaising with the Customer Solutions Manager to ensure complaints, councillor and member of parliament enquiries are investigated and resolved with any immediate learning being addressed within the team and service.
• Being responsible for the day-to-day supervision of Pinnacle staff both mobile and based in offices ensure the highest standards of Health and Safety for staff and families.
• Ensure that all national and local policies, procedures, and processes are implemented consistently across the area.

• Minimum 2 years-experience of working in an operational environment, housing management, customer or community-based services.
• Full driving licence for a minimum of 12 months
• Confidence in forming effective working relationships with a diverse range of people, including working inclusively and as part of a team.
• Demonstrated ability to support and guide colleagues, with strong organisational and problem solving skills.
• Excellent communication and relationship building skills with diverse stakeholders, including service families and military representatives.

The more diverse our workforce, the better we can adapt to and reflect the needs of our customers.

We welcome applications from all backgrounds - particularly from those who represent the communities we serve.

As a colleague, you will become part of an inclusive culture, where you will have the opportunity…