This is an exciting opportunity for a motivated and ambitious co-ordinator to play a pivotal role, in assisting families get the additional help, support and communication they need to assist with a responsive resolution and provide proactive customer outreach. To make sure that when a family gets in touch, we take ownership of the enquiry through to a satisfactory resolution. · Work with Pinnacle, and other stakeholders as identified, to ensure enquiries are successfully managed through to resolution and to the family’s satisfaction in a timely manner · Maintain open communication with the families, to provide regular updates and prevent complaints · Foster collaborative relationships with all stakeholders to develop a mutual understanding on internal processes and facilitate effective resolution · Manage in hours emergencies and appoint non-complex works · Confidence in system-based work · Strong customer experience focus, based upon empathy and a drive to help Delivering Customer Satisfaction · Provides priority tasks for self and team, and is prepared for contingencies · Identifies and assesses different options for tackling workloads Communicating, Collaborating and Influencing · Summarising information to check understanding · Initiates communication with others regularly · Works collaboratively with all stakeholders · Delivers decisions on time and takes ownership for them Adapting and Responding to Change · Recognises the impact of change on others and supports them through it · Works positively in ambiguous situations · Works with other teams to get the best result for the client