Customer Service Planner

Morgan Sindall Property Services; St Albans; On-site; GBP 28,000 - 34,000; Full time

Benefits offered by this job

Profit Share bonus

26 days + Bank Holidays

Enhanced Pension Plan

Westfield Healthcare Cash Plan

Life Assurance

Share Save

Enhanced Maternity & Paternity Pay

Flexible Working

Cycle to Work

Volunteering (2 days paid)

Learning & Development Opportunities

Wellbeing Support

Job summary

Morgan Sindall Property Services in St Albans is seeking a Customer Service Planner to schedule repairs and maintenance appointments, ensuring delivery in line with contractual service levels. You will handle high volumes of calls and emails, coordinating with clients, subcontractors and supervisors to keep works on track.

The role requires strong planning and communication, basic building maintenance knowledge, and the ability to prioritise tasks.

Qualifications

• Social Housing and Repairs background.
• Strong communication with operatives, subcontractors and residents.
• Basic building maintenance knowledge.
• Planning knowledge for sequencing work.
• Ability to prioritise works and meet targets.
• Good written English and IT skills.

Responsibilities

• Schedule repairs and maintenance appointments using the in-house system.
• Liaise with clients, subcontractors, suppliers and supervisors.
• Ensure future jobs meet contractual Service Level Agreements.
• Communicate clearly with residents and manage expectations.

Skills

Communication skills

Planning

Project management

Computers

Written English

Stakeholder management

Customer service

Tools

In-house scheduling system

Job description

Customer Service Planner

St Albans

GBP30,784 per annum + excellent benefits

Permanent, Full Time (40 hours per week)

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.

About You

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.

Benefits

• 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

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 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.

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