Senior Housing Officer

Overview

Pinnacle Group are looking for a Senior Housing Officer to join our Homes Team within our Pinnacle Service Families division, delivering a mobile patch based housing management service while providing day to day operational support to Housing Officers. The role involves attending and assuring appointments across the occupancy cycle, supporting colleagues and ensuring high quality, consistent service delivery to service families.

In addition to frontline housing management, the Senior Housing Officer will play a key leadership role, working closely with industry partners to ensure families receive a holistic, seamless and compliant service.

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 role based in Lyneham with frequent travel across Gloucester. A full UK driving licence is essential. An electric company vehicle is provided.

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.

Key responsibilities will include:

• Deliver and assure all aspects of the occupancy cycle, including pre move, move in, settling in visits and move out, ensuring consistency, quality and contractual compliance.
• Work in partnership with RAMS and other industry partners to meet void and move in standards, supporting Housing Officers in delivering safe, high quality homes for families.
• Provide coaching, guidance and day to day support to Housing Officers, ensuring diaries are planned effectively and performance standards are met.
• Review Housing Officer workload, capacity and coverage across the patch, ensuring all appointments can be delivered efficiently.
• Provide in person assurance of Housing Officer visits, ensuring compliance with occupancy standards, health & safety and contractual requirements.
• Assure, monitor and support the resolution of health and safety incidents, ensuring learning is embedded within the team.
• Provide sensitive, responsive support to families while in occupation, including welfare concerns and aids & adaptations (ANDA).
• Attend stakeholder meetings weekly, representing the service alongside or in the absence of the Area Manager.
• Co ordinate Housing Officer attendance at Housing Clinics, Coffee Mornings and community engagement events.
• Manage complaints, escalations and enquiries, drafting responses and ensuring continuous improvement within the team.
• Support regional and national moves, sometimes at short notice, including covering for colleagues when required.
• Deputise for the Area Manager as required.

• Minimum 2 years-experience of working in an operational environment, housing management, customer or community-based services.
• Demonstrated ability to support and guide colleagues, with strong organisational and problem solving skills.
• Excellent communication and relationship building skills with diverse stakeholders,…