Customer Service Advisor/PLanner

Purpose:
We are seeking an experienced Repairs Planner to join a busy housing repairs team responsible for coordinating responsive maintenance across a large residential property portfolio. The role is key to ensuring repairs are scheduled efficiently, operatives are fully utilised, and residents receive a high standard of service.

The successful candidate will have previous experience in a repairs planning or scheduling role within housing, property maintenance, or facilities management and will be confident working in a fast-paced environment where priorities can change throughout the day.

Key Responsibilities

• Plan and schedule responsive repairs and maintenance jobs for operatives and subcontractors
• Ensure operatives' diaries are fully utilised while allowing for emergency and priority works
• Liaise with residents to arrange convenient appointment times and manage expectations
• Prioritise urgent repairs, vulnerable resident cases and compliance-related works
• Monitor job progress and adjust schedules where required due to delays, access issues or emergencies
• Work closely with supervisors, operatives and managers to ensure work is delivered efficiently
• Ensure jobs are allocated with the correct skills, materials and time requirements
• Manage follow-on works and ensure all tasks are raised and scheduled promptly
• Maintain accurate records within the repairs management system
• Support the wider repairs team with administration and coordination tasks where required

Key Skills and Experience

• Proven experience in a repairs planner, scheduler or works coordinator role within housing repairs or maintenance
• Strong organisational and time management skills with the ability to manage multiple priorities
• Experience scheduling work for a team of operatives or contractors
• Good understanding of responsive repairs processes and trade requirements
• Confident communicator able to deal with residents, operatives and internal teams
• Strong IT skills and experience using repairs management systems such as MRI, Northgate, DRS, or similar
• Ability to work under pressure in a fast-paced operational environment
• A proactive approach to problem solving and diary management

Guidant, Carbon60, Lorien & SRG - The Impellam Group Portfolio are acting as an Employment Business in relation to this vacancy.

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