POSTED:

10 March 2025
Pinnacle Group is looking for a highly motivated and experienced Regional Manager based to lead Housing management service teams based in the Central region of England. Reporting to the Head of Regional Operations and overseeing a team of Area Managers, you will be responsible for leading on the operations that will help provide a ‘front-line’ service of support advocacy to military families at the point of their housing application and throughout the occupancy of their service family accommodation. You will focus on enhancing the lived experience behind every move-in and move-out, delivering a top quality and consistent housing management services every time. This role is based on the landmark National Accommodation Management Services contract for the Defence Infrastructure Organisation which went live in March 2022 to provide Service Family Accommodation housing management to circa 49,000 homes and the service families who live in them.
This role is a senior operational and relationship management position with responsibility for leading high level regional client and stakeholder engagement. Frequent travel across Central region of England will be required, day-to-day location will need to adapt to meet business needs. This role requires a minimum of three days per week in the field working with your teams, customers and clients. The role is subject to enhanced security clearance. We welcome candidates from a broad range of different backgrounds and experiences – not just candidates with housing experience.

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 Requirements:

• Senior management experience working in a complex operational environment, providing housing management, community-based services, customer service or other related field.
• Experience and demonstrable success in leading and implementing service change and new ways of working
• Results and performance orientated to deliver excellence in line with Pinnacle’s Values
• Confidence in forming effective working relationships with a diverse range of people, including working inclusively and as part of a team
• Confident in representing Pinnacle Group to a wide range of audiences, demonstrating our passion for delivering excellent housing management services and upholding our culture and values
• Supportive and collaborative coaching management style, adapting your approach to individual team members to achieve effective performance management and their full potentia

• Coach your colleagues to become true champions of service families, delivering excellence in everything that they do. You and your team will embrace the mission, vision, and values of pinnacle service families.
• Work closely with the other Regional Manager and National Home Services Manager to create a continuous improvement culture, ensuring that service families receive a consistently high-quality service between you regardless of their location or movement in the UK or overseas
• Provide services to families as part of the occupancy cycle such as planning for, attending, and administering pre-move-out, move-out, pre-move-in, move-in and 14-day observation (settling in) visit appointments, while working collaboratively with industry partners to meet the required standards
• Ensure occupancy standards are met, and recharges allocated as appropriate using a combination of personal audits, staff training, coaching and analysis of complaints and other feedback from stakeholders
• Engage with our Strategic Estate Management team to provide grassroots insight into the condition and utilisation of the estate, contributing to Pinnacle’s wider strategic recommendations to the client.
• Liaise, engage, and work in partnership with a range of internal and external stakeholders such as local agencies, charities, support providers, military liaison officers, Families Federation, service hubs and statutory authorities to deliver collaborative support and services to families
• Coordinate with the Customer Solutions Manager to ensure service family complaints are investigated and resolved with any immediate learning being addressed within the team and service
• Support the wider Pinnacle operation in responding to Parliamentary Questions that are received
• Produce internal/external routine and one-off operational and performance reports to a range of stakeholders, working closely with Data Analysts, Performance Managers and Customer Solutions Managers
• Responsible for the day-to-day management of Area Managers ensuring the highest standards of Health and Safety for staff and families
• Responsible for the Business Continuity Plan for your region including crisis management plans. In the event of a crisis, you will be the regional lead on the ground to support Pinnacle, DIO and our families to a speedy recovery.
• Lead regional planning, control of budget expenditure, and manage resources to achieve value for money
• Regional responsibility for ensuring there is compliance with all relevant health and safety, legal, regulatory and compliance requirements

Key Requirements:

• Senior management experience working in a complex operational environment, providing housing management, community-based services, customer service or other related field.
• Experience and demonstrable success in leading and implementing service change and new ways of working
• Results and performance orientated to deliver excellence in line with Pinnacle’s Values
• Confidence in forming effective working relationships with a diverse range of people, including working inclusively and as part of a team
• Confident in representing Pinnacle Group to a wide range of audiences, demonstrating our passion for delivering excellent housing management services and upholding our culture and values
• Supportive and collaborative coaching management style, adapting your approach to individual team members to achieve effective performance management and their full potential