Customer Service Planner

Morgan Sindall Property Services; Manchester; On-site; GBP 26,000 - 34,000; Full time

Benefits offered by this job

Profit Share

26 Holidays

Enhanced Pension

Healthcare

Life Assurance

Share Save

Maternity/Paternity Pay

Flexible Working

Cycle to Work

Volunteer Days

Wellbeing Support

Professional Subscriptions

Job summary

Morgan Sindall Property Services is seeking a Customer Service Planner to join our team in St Albans. You will schedule repairs and maintenance appointments, liaising with residents, subcontractors and supervisors to meet contractual SLAs and avoid false promises.

You will excel in back-office communications via phone and email, using an in-house system to assign operatives and discuss complex repairs with customers while maintaining high service standards.

Qualifications

• Experience in social housing repairs and maintenance environments.
• Ability to liaise with residents, operatives, subcontractors and suppliers.
• Strong planning skills to sequence works and prioritise tasks.
• Proven communication skills across different stakeholders and channels.
• Proficient using computer systems to schedule and track appointments.

Responsibilities

• Schedule repairs and maintenance appointments ensuring SLAs are met.
• Handle high-volume calls and emails from clients, residents and contractors.
• Coordinate operatives and subcontractors to fit available slots.
• Explain complex repairs and manage customer expectations to avoid service failures.

Skills

Social housing

Repair & maintenance

Communication

Written English

Computer skills

Project management

Planning

Stakeholder management

Customer service

Tools

In-house system

Job description

We are looking to recruit a Customer Service Planner to join our team in St Albans, playing a vital role in ensuring repairs and maintenance appointments are scheduled efficiently and delivered in line with contractual service levels.

About the Role Joining our team, you'll be responsible for high volumes of calls liaising with clients, sub-contractors, suppliers, and supervisors to schedule appointments, ensuring that future jobs are appointed in a way that will ensure our contractual Service Level Agreements are met and no false promises are given.

You will excel in dealing with residents as part of our back-office using a range of communication methods including telephone and email. Using our in-house system, you'll actively schedule available operatives and subcontractors to jobs, discuss complex repairs, demanding customers and those who have suffered service failure, where your role is to instil the customers confidence.

Candidates will have the following:

• Social Housing and Repair and Maintenance background.
• Competent in communicating with direct operatives, subcontractors, and residents.
• Basic building maintenance knowledge e.g. duration required to undertake a variety of maintenance tasks.
• Planning knowledge of what works can be sequenced or can be undertaken concurrently.
• Ability to prioritise works and ensure works-in-progress jobs are within target and appointed where practicable.
• Good level of written English
• Good computer skills
• Good project management skills
• Good communication skills e.g. ability to communicate with different stakeholders at different levels
• Passionate about service delivery and customer satisfaction.

About the Company

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 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 is key to our success. MSPS are proud to support the resettlement of armed forces personnel., Morgan Sindall Property Services is a property maintenance provider, with over 30 years' experience within the affordable housing sector. The company provides planned and reactive maintenance to over 200,000 domestic properties nationwide and has a significant portfolio of large-s...

• Profit Share Discretionary Annual Bonus Scheme
• 26 Days Holiday plus Bank Holidays
• 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 Schemes
• 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