Customer Service Planner

Just Size 2; Welwyn Garden City; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading property services company is seeking a Customer Service Planner to manage scheduling for housing contracts. The role involves liaising with clients and subcontractors, ensuring service delivery meets contractual obligations. Ideal candidates will have experience in social housing and strong communication skills, contributing to customer satisfaction and operational efficiency.

Benefits

Company Van (for work use)

Profit Share Discretionary Annual Bonus Scheme

26 Days Holiday & Bank Holidays

Enhanced Pension Plan

Healthcare Cash Plan

Life Assurance & Accident Cover

Share Save scheme

Enhanced Maternity & Paternity Pay

Flexible Working

Cycle to Work scheme

Paid Volunteering Days

Learning & Development Opportunities

Extensive Wellbeing Support

Qualifications

• Experience in Social Housing and Repair and Maintenance.
• Proven experience in scheduling/planning Disrepairs, Voids, or Complex works.
• Good written English skills.

Responsibilities

• Handle high volumes of calls and liaise with clients and subcontractors.
• Schedule appointments to meet Service Level Agreements.
• Instill customer confidence while discussing complex repairs.

Skills

Communication

Project Management

Customer Service

Problem Solving

Job description

Permanent – Full time, 40 hours per week.

Due to continued growth, we’re looking to recruit a Customer Service Planner to join our team on our Welwyn & Hatfield contract based from our office in Welwyn Garden City, AL8 6AE.

About the Role

Joining our team, you’ll be responsible for handling high volumes of calls, liaising with clients, sub-contractors, suppliers, and supervisors to schedule appointments. Your goal will be to ensure that future jobs are scheduled in a way that meets our contractual Service Level Agreements without making false promises. You will excel in dealing with residents as part of our back-office team, using communication methods such as telephony and email.

Using our MSi system, you’ll actively schedule available operatives and subcontractors to jobs, discuss complex repairs, demanding customers, and those who have experienced service failures, with the role of instilling customer confidence.

About You

Candidates will have the following:

• Experience in Social Housing and Repair and Maintenance.
• Proven experience in scheduling/planning Disrepairs, Voids, or Complex works.
• Competency in communicating with direct operatives, subcontractors, and residents.
• Basic building maintenance knowledge, e.g., duration required for various maintenance tasks.
• Knowledge of sequencing works and undertaking tasks concurrently.
• Ability to prioritize works and ensure jobs are within targets and scheduled where feasible.
• Good written English skills.
• Proficiency in computer skills.
• Strong project management skills.
• Excellent communication skills across different stakeholder levels.
• Passion for service delivery and customer satisfaction.

Benefits

• Company Van (for work use)
• Profit Share Discretionary Annual Bonus Scheme
• 26 Days Holiday & Bank Holidays
• Enhanced Pension Plan
• Healthcare Cash Plan (including 24hr GP, dental, optical, physio)
• Life Assurance & Accident Cover
• Share Save scheme
• Enhanced Maternity & Paternity Pay
• Work Perks Discounts & Vouchers
• Buy & Sell Holiday options
• Flexible Working & Flexible Bank Holidays
• Cycle to Work scheme
• Paid Volunteering Days (2 days)
• Learning & Development Opportunities
• Extensive Wellbeing Support, including EAP
• Loyalty & Values Awards
• Funded Professional Subscriptions
• Company Uniform

About Us

Morgan Sindall Property Services provides integrated asset management for housing associations and local authorities, focusing on improving residents' living conditions and leaving a lasting community legacy. Our services include responsive repairs, void refurbishments, compliance services, and planned maintenance works.

With over 1000 employees, we foster a culture that values people, encourages innovation, and prioritizes customer satisfaction.

Build your career with a leading property services company that recognizes diversity of thought and talent as keys to success.

Additional Information

MSPS proudly supports the resettlement of armed forces personnel.

Please refer to the full job description upon completing your application.

We review applications and conduct interviews throughout the advert duration. We encourage early applications to avoid disappointment. We reserve the right to close the advert early if we receive a high volume of suitable candidates.