Head of National Service Centre - Speke, England

at  Pinnacle Group

POSTED:

10 January 2025
Pinnacle Group are seeking an exceptional Head of National Service Centre (NSC) based in Speke, Liverpool to lead our Customer Services and Home Services teams in all aspects of exceptional customer service to 49,000 Service Families living throughout the United Kingdom in our Pinnacle Servie Families (PSF) division.
The successful candidate will need a blend of operational expertise, leadership skills, and a genuine passion for customer service to transform the NSC into a high-performing, customer-centric team. The successful candidate will need to demonstrate significant leadership and experience working within a customer service environment. The role will be subject to security vetting.
PSF is one of three contractors appointed by the Defence Infrastructure Organisation (DIO) to run the prestigious Future Defence Infrastructure Services (FDIS) contract. PSF are the National Accommodation Management Services (NAMS) contractor and as such we oversee all aspects of property allocation, move in, and move out and manage all in-residence maintenance enquiries.
Our field force of over 120 housing officers manages the on-site customer interaction, and the Home Services and Customer Services Teams at NSC manage all remote customer interaction.

WHO WE ARE

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.

WHO WE’RE LOOKING FOR

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:

• Develop, coach, mentor and motivate the teams to collaborate as a highly effective and cohesive group of multiskilled operators capable of dealing with any customer enquiry.
• Responsible for developing, maintaining and monitoring complex short and long-term strategies to meet client requirements
• Drive performance improvements, manage capability, recognise and celebrate good performance. Exceed KPIs as standard.
• Responsible for influencing, informing and engaging multiple stakeholders; managing challenging conversations and resolve issues effectively.
• Identify, analyse and effectively act on performance trends, and implement improvements, always striving for enhancements to current service levels.
• Design and implement processes that champion the needs of the customer, always aiming to exceed expectation.
• In the event of a major incident, co-ordinate the team to respond in a safe, timely and effective manner.

Key Requirements

• Outstanding leadership and business acumen gained within a customer service environment.
• Significant experience working at a senior level, managing and motivating teams. Experienced in managing a multi-disciplinary team in a customer facing environment
• Gravitas and ability to form and maintain highly effective client and stakeholder relationships.
• Strong problem solving and decision-making skills.
• Experience of management of time critical projects with multiple dependencies.
• Knowledge and understanding of the Armed Forces Community and / or empathy with the associated values and standards.

• Develop, coach, mentor and motivate the teams to collaborate as a highly effective and cohesive group of multiskilled operators capable of dealing with any customer enquiry.
• Responsible for developing, maintaining and monitoring complex short and long-term strategies to meet client requirements
• Drive performance improvements, manage capability, recognise and celebrate good performance. Exceed KPIs as standard.
• Responsible for influencing, informing and engaging multiple stakeholders; managing challenging conversations and resolve issues effectively.
• Identify, analyse and effectively act on performance trends, and implement improvements, always striving for enhancements to current service levels.
• Design and implement processes that champion the needs of the customer, always aiming to exceed expectation.
• In the event of a major incident, co-ordinate the team to respond in a safe, timely and effective manner