Customer Service Planner

Daniel Owen Ltd; England; On-site; GBP 27,000; Full time

Job summary

A social housing organization is seeking a Customer Service Planner to coordinate repairs and maintenance in Essex. The ideal candidate will have experience in scheduling or customer service, excellent communication skills, and a commitment to high-quality service delivery. This permanent position offers a competitive salary of £27,000 per annum, with opportunities for professional development and a supportive work environment.

Benefits

Generous holiday entitlement

Company pension scheme

Opportunities for professional development

Qualifications

• Previous experience in a scheduling, coordination, or customer service role.
• Ability to multitask, prioritise workload.
• Proactive, customer-focused attitude.

Responsibilities

• Act as the first point of contact for tenants.
• Schedule and allocate appointments for repairs.
• Monitor progress and communicate updates.

Skills

Excellent communication

Interpersonal skills

Strong IT skills

Multitasking

Customer-focused attitude

Tools

CRM systems

Housing management systems

Scheduling tools

Job description

Job Title: Customer Service Planner
Location: Essex
Salary: 27,000 per annum
Contract Type: Permanent

About the Role:

We are seeking a dedicated and proactive Customer Service Planner to join our team supporting social housing operations across Essex. This pivotal role involves scheduling and coordinating repairs and maintenance appointments, liaising with tenants, contractors, and internal teams to ensure a high standard of service delivery.

Key Responsibilities:

• Act as the first point of contact for tenants, handling incoming repair requests via phone, and digital platforms.

• Efficiently schedule and allocate appointments for repairs and maintenance, ensuring optimal use of operative diaries and resources.

• Monitor progress of works and communicate updates with tenants and relevant stakeholders.

• Liaise with contractors, operatives, and surveyors to resolve queries and ensure timely completion of jobs.

• Handle complaints and service issues promptly, professionally, and in line with company procedures.

• Maintain accurate records using housing and scheduling systems (e.g., Orchard, DRS, or similar).

• Support the delivery of KPIs including first-time fix rates, tenant satisfaction, and job completion times.

Requirements:

• Previous experience in a scheduling, coordination, or customer service role (ideally within social housing or property maintenance).

• Excellent communication and interpersonal skills.

• Strong IT skills, with experience using CRM, housing management, or scheduling systems.

• Ability to multitask, prioritise workload, and remain calm under pressure.

• A proactive, customer-focused attitude and commitment to delivering high-quality service.

Desirable:

• Knowledge of the social housing sector.

• Experience with dynamic scheduling tools

• Understanding of repairs terminology and housing maintenance processes.

What We Offer:

• Competitive salary of 27,000 per annum.

• Permanent full-time position.

• Opportunities for professional development and progression.

• Supportive and inclusive working environment.

• Generous holiday entitlement and company pension scheme.

Interested?
If you're looking to take the next step in your housing or planning career-or you're coming from a contact centre or coordination background and want to make a difference in the social housing sector-we want to hear from you.

Apply now or reach out for a confidential chat!