Deliver and assure all aspects of the occupancy cycle, including pre-move, move in, settling-in visits and move out, ensuring consistency, quality and contractual compliance.
Work in partnership with RAMS and other industry partners to meet void and move-in standards, supporting Housing Officers in delivering safe, high-quality homes for families.
Provide coaching, guidance and day-to-day support to Housing Officers, ensuring diaries are planned effectively and performance standards are met.
Review Housing Officer workload, capacity and coverage across the patch, ensuring all appointments can be delivered efficiently.
Provide in-person assurance of Housing Officer visits, ensuring compliance with occupancy standards, health & safety and contractual requirements.
Assure, monitor and support the resolution of health and safety incidents, ensuring learning is embedded within the team.
Provide sensitive, responsive support to families while in occupation, including welfare concerns and aids & adaptations (ANDA).
Attend stakeholder meetings weekly, representing the service alongside or in the absence of the Area Manager.
Co-ordinate Housing Officer attendance at Housing Clinics, Coffee Mornings and community engagement events.
Manage complaints, escalations and enquiries, drafting responses and ensuring continuous improvement within the team.
Support regional and national moves, sometimes at short notice, including covering for colleagues when required.
Deputise for the Area Manager as required.

The ideal candidate will bring proven experience in housing management and strong operational capability, with the confidence to support and guide Housing Officers. They will demonstrate excellent organisational skills, strong communication, and the ability to engage professionally with a wide range of stakeholders including military personnel, local agencies and industry partners. They will act as a visible leader across the patch, helping to embed a positive, values-driven culture.
Minimum 2 years-experience of working in an operational environment, housing management, customer or community-based services.
Demonstrated ability to support and guide colleagues, with strong organisational and problem-solving skills.
Excellent communication and relationship-building skills with diverse stakeholders, including service families and military representatives.
Confident working independently across a mobile patch while managing competing priorities.
Full UK driving licence and willingness to travel regionally and nationally (including occasional overnight stays).

Pinnacle Group are looking for a Senior Housing Officer to join our Homes Team within our Pinnacle Service Families division, delivering a mobile patch-based housing management service while providing day-to-day operational support to Housing Officers. The role involves attending and assuring appointments across the occupancy cycle, supporting colleagues and ensuring high-quality, consistent service delivery to service families. In addition to frontline housing management, the Senior Housing Officer will play a key leadership role, working closely with industry partners to ensure families receive a holistic, seamless and compliant service.

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 Vehicle

21 Full time Customer Services jobs in Melksham, Wiltshire