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