Deputy Head of National Service Centre Operations
| Posting date: | 06 January 2026 |
|---|---|
| Salary: | £65,000 per year |
| Additional salary information: | Competitive |
| Hours: | Full time |
| Closing date: | 04 February 2026 |
| Location: | Speke, Liverpool, L24 8QR |
| Company: | Pinnacle Group Limited |
| Job type: | Permanent |
| Job reference: | P2133 |
Summary
Pinnacle Group are looking for an experienced Deputy Head of National Service Centre Operations to join our Homes Team within the Pinnacle Service Families division and play a key role in delivering exceptional customer service to Service Families across the UK. Reporting to the Head of National Service Centre, you will lead operational and customer service excellence across Repairs and Maintenance, Customer Services and Home Services teams, ensuring performance and compliance under the Future Defence Infrastructure Services contract. Acting as a key operational leader, you’ll provide day-to-day oversight, coaching and guidance to team managers, embedding continuous improvement initiatives and maintaining resilience across a complex, multi-site environment.
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.
The ideal candidate will be a strategic yet hands-on leader with proven experience managing operational change and multi-disciplinary teams. You’ll bring strong stakeholder management skills, resilience and the ability to embed cultural and behavioural change. If you thrive on solving complex challenges, improving service delivery and creating a positive impact for Armed Forces families, this role offers the chance to lead transformation, support change management and set standards for operational and customer service excellence.
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 will include:
- Support the Head of NSC in aligning teams under a unified operational model, fostering collaboration and efficiency.
- Act as second-in-command for NSC operations, deputising in the absence of the Head of NSC.
- Drive operational performance through effective resource planning, KPI monitoring, and issue resolution.
- Champion customer experience, ensuring all interactions reflect Pinnacle values and contractual standards.
- Lead initiatives to upskill teams, creating multi-skilled operators capable of handling diverse enquiries.
- Collaborate with SLT members to deliver a seamless end-to-end service for Service Families.
- Support team managers in creating a positive, inclusive, and high-performing culture.
- Oversee day-to-day service delivery, ensuring adherence to KPIs and SLAs.
- Drive compliance with health and safety standards and contractual obligations.
- Assist with budget monitoring and cost control.
- Lead or support operational projects, ensuring timely delivery and alignment with strategic objectives.
Key requirements:
- Proven leadership of complex, multi‑site operations and multi‑disciplinary teams in customer service/housing environments
- Change management expertise; ability to influence and embed cultural and behavioural change
- Excellent stakeholder management and communication skills, with senior client‑facing experience
- Strong customer service ethos; capable of managing challenging operational environments and competing priorities
- Coaching and developing managers; building resilient, high‑performing, multi‑skilled teams
- Delivery of time‑critical projects; supplier/contract oversight; rigorous compliance with health & safety and contractual standards
- Commercial and risk acumen with pragmatic, solutions‑focused problem solving
Our Offer
The more diverse our workforce, the better we can adapt to and reflect the needs of our customers. We welcome applications from all backgrounds – particularly from those who represent the communities we serve.
As a colleague, you will become part of an inclusive culture, where you will have the opportunity to achieve your full potential and enhance your career through learning and development.
We offer a wide range of benefits at Pinnacle Group, dependant on your role or business area, these range from additional leave packages to pension plans and discounts at your favourite retailers:
- 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 Bonus
Proud member of the Disability Confident employer scheme