Customer Service Planner

Morgan Sindall Property Services Limited; Cambourne; On-site; GBP 29,000 - 36,000; Full time

Benefits offered by this job

26 Days Holiday & Bank Hols

Enhanced Pension Plan

Cycle to Work

Learning & Development Opportunities

Volunteering (2 days paid)

Job summary

Morgan Sindall Property Services Limited is seeking a Customer Service Planner to join our Cambridge team. The role focuses on organising calls, coordinating appointments and ensuring repairs progress on time, while maintaining excellent customer service.

You will manage workloads across residents, clients and subcontractors, using scheduling systems and MS Office to keep records up to date and delivering a positive customer journey.

Qualifications

• Experience in planning, scheduling, customer service or administration.
• Experience in social housing, repairs or property services is a plus.
• Strong organisational and IT skills, proficient with scheduling systems and MS Office.

Responsibilities

• Plan and allocate work to operatives and subcontractors to meet schedules.
• Coordinate appointments and keep works progressing smoothly.
• Provide updates to site teams and resolve service issues.
• Act as main point of contact for residents via phone and email.

Job description

Permanent – Full Time - 40 hours per week: Monday to Friday, 08:00-17:00, one hour lunch

We are looking for a Customer Service Planner to join our busy team in Cambridge!

About the Role

Working in a fast-paced environment, you will manage a high volume of incoming and outgoing calls, liaising with residents, clients, subcontractors, suppliers and operational teams to coordinate appointments and keep works progressing smoothly.

Using our scheduling systems, you will plan and allocate work to operatives and subcontractors, ensuring jobs are appointed at the right time, in the right sequence and with the appropriate resources. You'll take ownership of complex repairs, work closely with site teams to provide updates, and help resolve issues where service standards may have been impacted, always maintaining customer confidence and delivering a positive experience.

This is a role that requires excellent organisation, attention to detail and the ability to juggle multiple priorities. You'll be responsible for managing workloads, monitoring work-in-progress jobs and ensuring appointments are arranged and completed within agreed timescales. As a key point of contact for residents, you'll use both telephone and email communications to provide updates, answer queries and deliver outstanding customer service throughout the customer journey.

About You

You’ll be an organised and proactive individual with previous experience in planning, scheduling, customer service or administration, ideally within social housing, repairs and maintenance, property services or a similar sector. You will be comfortable managing multiple bookings, appointments and workstreams simultaneously while maintaining accurate records and ensuring service targets are achieved.

A professional and confident telephone manner is essential, along with excellent communication skills and the ability to build positive relationships with residents, clients, operatives and subcontractors at all levels. You will be able to remain calm under pressure, prioritise effectively and make informed decisions to ensure jobs are completed within target timescales.

Strong administrative and IT skills are also important, as you'll be regularly using scheduling systems and Microsoft Office applications to manage appointments, update records and monitor performance.

Most importantly, you'll be passionate about delivering exceptional customer service and committed to ensuring every customer receives a positive experience, even in challenging situations.

Benefits

• 26 Days Holiday & Bank Hols
• Enhanced Pension Plan
• Westfield Healthcare Cash Plan (24hr GP, dental, optical, physio and more
• Life Assurance & Accident Cover
• Share Save
• Enhanced Maternity & Paternity Pay
• Work Perks Discounts & Vouchers
• Buy & Sell Holiday
• Flexible Working & Flexible Bank Holidays
• Cycle to Work
• Volunteering (2 days paid)
• Learning & Development Opportunities
• Extensive Wellbeing Support, including EAP.
• Loyalty & Values Awards
• Funded Professional Subscription
• Eye Care Vouchers

About Us

Morgan Sindall Property Services provide integrated asset management for housing associations and local authorities, focusing on improving the living conditions of residents and leaving a lasting legacy in the communities we serve. Our services include responsive repairs, void refurbishments, compliancy services, and planned maintenance works.

With over 1000 employees, we focus on a culture which puts people at the core of everything we do, encourages innovative thinking and always puts our customer first.

Build your career with a leading property services company, where we recognise that diversity of thought and talented people are key to our success.

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