Customer Service Planner (Operations - Customer/Administration)

Morgan Sindall Property Services; London; On-site; GBP 30,000 - 40,000; Full time

Job summary

A property services firm in London is seeking a Customer Service Planner to manage high volumes of calls and schedule repairs in line with service agreements. The ideal candidate will have strong communication skills, experience in social housing, and a passion for customer satisfaction. This full-time role offers a supportive working environment with various employee benefits including a profit share scheme and enhanced holiday provisions.

Benefits

Profit Share Discretionary Annual Bonus Scheme

26 Days Holiday plus Bank Holidays

Enhanced Pension Plan

Healthcare Cash Plan

Life Assurance & Accident Cover

Enhanced Maternity & Paternity Pay

Flexible Working

Cycle to Work

Volunteering Opportunities

Learning & Development Opportunities

Qualifications

• Strong communication skills with clients and stakeholders.
• Ability to prioritize tasks and manage multiple jobs.
• Knowledge of scheduling for repairs and maintenance.

Responsibilities

• Manage call volumes and liaise with clients and subcontractors.
• Schedule appointments to meet service level agreements.
• Handle customer communications via phone and email.

Skills

Communication skills

Experience in social housing

Planning background

Computer skills

Priority management

Job description

Customer Service Planner (Operations - Customer/Administration)

Location: Westminster, London

Employment Type: Permanent - Full Time

We are seeking a Customer Service Planner to join our team based at our Westminster, London office.

About the Role

You will be responsible for managing high volumes of calls, liaising with clients, subcontractors, suppliers, and supervisors to schedule appointments. Your goal is to ensure that future jobs are scheduled in a manner that meets our contractual Service Level Agreements and avoids false promises. You will handle communications with residents via various methods including telephone and email.

Using our in-house system, you will actively schedule operatives and subcontractors, discuss complex repairs, handle demanding customers, and manage situations where service has failed, aiming to restore customer confidence.

About You

Candidates should have the following:

• Experience in social housing (advantageous)
• Background in repair and maintenance planning
• Strong communication skills with operatives, subcontractors, and residents
• Knowledge of sequencing works and undertaking tasks concurrently
• Ability to prioritize tasks and manage ongoing jobs within targets
• Good computer skills
• Excellent communication skills across different stakeholder levels
• Passion for 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 & 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 provides integrated asset management for housing associations and local authorities, focusing on improving residents' living conditions and community legacies. Our services include responsive repairs, void refurbishments, compliance services, and planned maintenance.

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

We support the resettlement of armed forces personnel and promote diversity and talented individuals as key to our success.

Please refer to the full job description upon completing your application. We review applications throughout the advert period and encourage early submission to avoid missing out. We reserve the right to close the advert early if sufficient candidates are found.