Customer Service Planner (Social Housing / Repairs & Maintenance)

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

Job summary

A leading company in Dartford is seeking a Customer Service Planner to manage service scheduling and enhance client satisfaction. This role involves liaising with various stakeholders, utilizing communication skills, and managing service demands effectively. Ideal candidates will have a background in social housing and possess strong planning abilities to ensure efficient service delivery.

Qualifications

• Experience in Social Housing and Repair and Maintenance.
• Strong communication skills with operatives and residents.
• Planning knowledge to sequence works effectively.

Responsibilities

• Handling high volumes of calls and scheduling appointments.
• Liaising with clients, sub-contractors, and suppliers.
• Using MSi system to schedule operatives for various jobs.

Skills

Communication

Customer Satisfaction

Planning

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 Moat Homes team based in Dartford.

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. You will ensure that future jobs are scheduled in a way that meets our contractual Service Level Agreements and avoids false promises. You will excel in dealing with residents as part of our back-office team, using communication methods including telephony and email.

Using our MSi system, you’ll actively schedule available operatives and subcontractors, discuss complex repairs, demanding customers, and situations where service has failed. Your role is to instill confidence in customers.

About You

Candidates will have:

• Experience in Social Housing and Repair and Maintenance.
• Strong communication skills with operatives, subcontractors, and residents.
• Basic building maintenance knowledge to undertake various maintenance tasks.
• Planning knowledge to sequence works or undertake them concurrently.
• Ability to prioritize works and ensure jobs are within targets and scheduled where practicable.
• Good written English skills.
• Effective communication skills across different stakeholders and levels.
• A passion for service delivery and customer satisfaction.