Customer Experience Planner; FTC

Customer Experience Planner

12 Month Fixed Term Contract (Maternity Cover)

Full Time

Flexible/Hybrid working

We as an organisation are proud to provide homes for thousands of people within our communities. We are one of the largest housing associations in Wales and provide 10,000 homes and a diverse range of services to our residents, their families, and communities.

We have a vision of ‘prosperous people and places’ and we as an organisation understand the importance of looking after our employees. Our workforce are dedicated to reach this vision through ensuring Trivallis is a great place to work and live.

Are you looking for a career where you can make a real difference to the quality of people’s lives and our services? Come and join Trivallis on this exciting journey.

You will support the Repairs Team in delivering a high-quality, effective, and efficient Planner service. This includes managing and coordinating gas servicing appointments in line with established policies, procedures, and call handling protocols.

• 5 GCSEs or equivalent including passes in Maths and English.
• Strong verbal and written communication skills
• Problem-solving skills
• High attention to detail with accurate record keeping
• Resilient, with the ability to manage conflict professionally
• Team-oriented and collaborative
• Ability to work under pressure
• Proficient in Microsoft Office and other software packages
• Experience using housing management systems
• Resilient and able to deal with conflict and challenging situations in a calm and professional manner.

We are a community mutual housing association which is owned by our tenants, rooted in our local communities, and working through collaboration and partnership. Joining us means becoming part of a supportive, inclusive, and forward-thinking team. We value our people and are committed to helping you develop your skills and achieve your goals. You will benefit from:

• A generous 30-day annual leave entitlement
• Generous Local Government Pension scheme
• Flexible/Hybrid working, with three days in the office and two days at home
• Cash back plan for you and your family
• Active Wellbeing support groups across the business
• Learning and development programme where we invest in your personal development
• Opportunity to be involved in facilitating the diversity and inclusivity across Trivallis

We support flexible working and job share arrangements and are happy to discuss how we can make this role work for you.

Ready to take on this exciting challenge? Apply today by visiting our careers page and submitting your application by We’re looking forward to welcoming you to our team!

Please be aware that we reserve the right to shortlist and interview throughout the recruitment campaign, so please don’t delay getting your application to us.

The closing date for receipt of applications is Wednesday 25 February 2026

Direct applications from individual candidates are preferred for this job opportunity. We kindly ask recruitment agencies to refrain from contacting us via email or phone. Unsolicited approaches will not be considered or responded to.

We want all candidates to feel they can perform at their best when applying for a role  there are any adjustments you’d like us to make to help you get the most out of the experience please let our People Services team know on

We’re proud to be a Disability Confident Leader, committed to creating an inclusive workplace where everyone can thrive. We believe that talent comes in many forms, and we actively remove barriers to ensure our recruitment process is fair, accessible, and welcoming to all. If you require any adjustments during the recruitment process, just let us know – we’re here to support you every step of the way.

If you would like to find out more about this role, please contact Customer Experience Manager ,