Customer Solutions Advisor

Pinnacle Group are looking for a Customer Solutions Advisor to join our Pinnacle Service Families team, supporting service families living in Defence Infrastructure Organisation accommodation across the UK. Reporting to the Senior Customer Solutions Manager, you will play a key role in the complaints process, ensuring complaints are managed professionally, accurately, and in line with company policies and procedures. You will be responsible for acknowledging new complaints, maintaining accurate records, and producing clear and professional complaint closure correspondence, ensuring customers receive a positive and transparent experience throughout their complaint journey.

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 have previous experience within a customer service and/or complaint handling environment. They will be empathetic, professional, and highly organised, with excellent attention to detail and strong written communication skills. You will be confident building rapport with customers and stakeholders, maintaining accurate records, and ensuring all complaint-related documentation is completed to a high standard. A customer-focused approach, strong listening skills, and a commitment to delivering excellent service are essential.

This hybrid opportunity working three days per week based at the National Service Centre in Speke and two days remotely.

Pinnacle Group is a market-leading national provider of housing, neighbourhood and workplace services. With over thirty years of experience, we deliver expert, place-based management and maintenance solutions that enhance the everyday lives of the communities we serve.

We’re a people-first organisation with a values-driven culture that has stood the test of time, reflected in the way we care for both our employees and our customers.

• Acknowledge all new complaints in a timely and professional manner.
• Provide complainants with the contact details of their assigned Customer Solutions Manager, who will act as their dedicated point of contact throughout the complaint process.
• Produce accurate, clear, and professional complaint closure letters that reflect the outcome of investigations and comply with company standards.
• Maintain accurate and detailed records of complaints, correspondence, and actions within the CRM system.
• Ensure all complaint documentation is completed and stored in accordance with company policies, procedures, and regulatory requirements.
• Build and maintain positive working relationships with internal and external stakeholders.
• Monitor complaint records to ensure information is accurate, up to date, and audit ready.
• Ensure confidentiality and data protection requirements are adhered to at all times.
• Contribute to the delivery of high-quality customer service and continuous improvement within the Customer Solutions team.

• Experience with in a customer service and/or complaint handling environment.
• Excellent written communication skills, with the ability to produce clear, accurate, and professional correspondence.
• Strong attention to detail and the ability to maintain accurate records and documentation.
• Confident communication and relationship-building skills, with the ability to engage effectively with customers and stakeholders.
• Proficiency in Microsoft Office applications, including Word, Excel, Outlook, Teams, and PowerPoint.

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