Pinnacle Group Limited
Case Handler
Get notified of more jobs like this · No spam, ever
How your CV stacks up
Upload your CV to see how well it fits this job role
?%
About the Role
Pinnacle Group are looking for a dedicated Case Handler to support the Case Management team and work closely with the Regional Accommodation Maintenance Services (RAMS) provider and DIO to ensure that all families requiring additional support are supported throughout their journey as a customer. In this role, you will manage a caseload of families who need wrap-around care, providing daily check-ins, regular updates, and acting as a point of contact throughout their case management experience.
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.
Who We Are
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.
Who We’re Looking For
We’re looking for someone who not only meets the key criteria below but also embraces our core values – Trust, Respect, Involve, Challenge, and Deliver Excellence – and is committed to earning and maintaining the confidence of our clients and communities.
Reasons to use Rodeo
Start with a chat, not a search bar
Grad scheme, placement, apprenticeship? Not sure what you want yet — that's fine. Your agent talks it through with you and turns "I have no idea" into a shortlist.
It searches the market for you
Every day your agent scans the market matching roles against what actually matters to you, not just keywords on a CV.
Only hits
No noise. No "maybe this fits." Just roles with a clear explanation of why they're right — and where to focus when applying.
Key Responsibilities
- Reviewing submissions to the case management inbox and retrieving data from shared systems to collate a background narrative to present to RAMS counterparts.
- Consistently communicating with families throughout the lifespan of their case with case management, scheduling regular check-ins, and reaching out where there has been progression with their case.
- Monitoring the case management inbox and distributing emails according to individual workload.
- Working collaboratively with regional and central colleagues to support the resolution of cases.
- Ensuring systems are updated with accurate and timely information.
Key Requirements
- Customer Service: able to proactively put the customer first and objectively assess complaint investigations.
- Attention to detail: able to develop and implement multiple consistent processes in line with policy and contract requirements.
- Relationship building and communication: able to inform and engage multiple stakeholders, build rapport with customers, manage challenging conversations, and resolve issues effectively.
- Competent in using a wide range of Microsoft Office packages, particularly in the areas of Excel, Word, PowerPoint, Teams, and Outlook.
- Create structured and accurate reports that clearly convey information, recommendations, and insights for specific audiences and objectives.
Get help with your application
Your very own career expert that helps elevate your application to the next level.
Our Offer
We believe that diversity makes us stronger. The more varied our workforce, the better we can understand, reflect, and meet the needs of the communities we serve. That’s why we actively welcome applications from people of all backgrounds – especially those who represent the communities we work with every day.
As a colleague, you’ll be part of an inclusive and supportive culture where you’re encouraged to thrive. We’re committed to helping you reach your full potential through continuous learning, development opportunities, and career progression.
Benefits
In addition to statutory benefits such as sick pay, maternity/paternity leave, a pension scheme, and annual leave, we offer a wide range of additional benefits tailored to your role and business area, including:
- 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
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London