Customer Service Advisor

Pinnacle Group is looking to recruit a skilled Customer Services Advisor to join the Homes Team based in Speke.

Your responsibilities include handling inbound and outbound calls, providing assistance with customer complaints and/or queries, and ensuring accurate diagnosis of repairs.

This is a full-time role with a rota between the hours of 7:30 a.m. – 9:30 p.m., Monday–Sunday. The rota will include working 2 weekends in 10, 2 later shifts in 10 with other shifts in-between.

This is a hybrid role with fixed office days on Tuesdays, Thursdays, and Fridays.

• Handling multiple call types to include repairs, general home enquiries and complaint calls ensuring all complaints are diagnosed accurately, logged efficiently and families are provided with an accurate response to their home inquiry.
• Ensure all related repairs are diagnosed, recorded accurately and updated where appropriate within the available IT systems.
• Deliver clear communications with every family member to maximise access opportunities where new appointments are created.
• Proactively communicate with both RAMS to ensure transparency of specific family circumstances.
• Ensure no appointments are booked beyond the target time for the appointment and also drive speed to aim for a resolution at the earliest opportunity.
• Providing impeccable levels of service to the armed forces families.

• Strong customer service skills and at least a year’s experience within a customer-facing/ verbal role.
• Able to communicate clearly both verbally and written.
• Able to maintain effective working relationships at all levels, and work collaboratively with client and supply chain organisations.
• Exceptional telephone manner.
• Successfully completes SC security clearance.

• Maternity/paternity packages
• Flexible Working Arrangements
• Life Assurance
• Enhanced Pension Scheme
• Additional Annual Leave
• Private Medical Insurance
• Cycle to Work Scheme
• Employee Assistance Programme
• Retail Discounts
• Childcare Assistance
• Season Ticket Loans
• Sick Pay Schemes
• Personal Development Plans
• Company Car/Car Allowance
• Electric Vehicle Scheme