High Impact Coordinator

Job Description

Pinnacle Group provides people-first, integrated services across a range of community-facing assets and infrastructureincluding multi-tenure housing, schools, open spaces, public buildings, utilities and broadband networksas well as a range of complementaryemployment 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 - High Impact CoordinatorThe High Impact Team roles will directly manage all activity that is deemed as an operational priority at that specific time. The business operational priorities will change depending on the time of year and also times of the month and days of the week.It is imperative that this team has a flexible approach to the work that are required to carry out and can adapt quickly to changing situations in order to be effectively utilized by the business to sometimes enhance but mainly to maintain high levels ofservice during demand periods within specific functions across the National Service Centre.This team will work collaboratively with all departments where necessary within the National Service Centre and whilst working within each differing department, will temporarily report into that departments Pinnacle head of function.Duties/Key Responsibilities

• Managing applications via e1132 system
• Maintaining accurate records within the NEC Housing system
• Handling omni channel contacts from service personnel and families
• Managing garage applications and making garage offers
• Supporting with data integrity and reporting
• Handling in occupancy permission requests
• Supporting with annual CAAS banding administration
• Handling calls from customers
• Diagnosing repairs
• Raising repairs within the NEC Housing system
• Appointing repairs
• Re-appointing repairs
• Organising alternative accommodation (hotels where necessary)
• Maintaining accurate records within the NEC Housing system
• Other tasks within this team where appropriate
• Receiving of all complaints by phone or digital methods
• Recording of all customer complaints within the NEC Housing system
• Communicating clearly with families in order to manage their complaint
• Taking relevant action in order to resolve the complaint
• Drafting response letters to families in order to close complaints
• Maintaining accurate records within the NEC Housing system
• Managing compensation requests
• Supporting with data gathering for FOI requests
• Confirming the RAMS appointments within the NEC Housing system
• Carrying out family quality checks to ensure accurate information
• Sending appointment confirmations to families
• Amending appointments on behalf of families
• Calling families where no access events have occurred
• Maintaining accurate records within the NEC Housing system
• Maintain effective relations and communications with our RAEMS providers
• Proactively jeopardy manage situations where certificates are at risk of expiry

Skills

• Works best in a team to deliver an overall team objective
• Understand the differences with team dynamics and accepts each person as in dividual
• Works collaboratively with the team to achieve the desired outcome
• Demonstrates professionalism whilst carrying out all task
• Has a flexible approach to all working practices
• Has a high output pace of work and is methodical in their approach
• Has consistent experience in planning / scheduling, organisation, and prioritisation
• A capacity to deliver results to tight deadlines and under pressure
• Enjoys variety within their role
• Is naturally proactive in their approach
• Has a level of technical compliance understanding around the subject of repairs & maintenance
• Recognises approaching critical deadlines and realises associated risks in delivering the deadline
• Able to maintain effective working relationships at all levels, and work collaboratively with client and supply chain organisations
• Has strong customer service skills and at least a years experience within a customer facing / verbal role
• Knowledge of service businesses
• Able to communicate clearly both verbally and written
• Is proficient from a IT system use perspective
• Always puts safety of all first.

Pinnacle Group strives to be an equal opportunities employer and welcomes applications from anyone regardless of ethnic origin, gender, disability, age, trade union activity, marital status, religious belief or sexual orientation.We are Armed Forces friendly. We welcome applications from ex-Armed Forces personnel, reservists, armed forces veterans, cadet instructors and military spouses/partners.