Housing Repairs Scheduler: Reactive Maintenance

Dudley Metropolitan Borough Council; Dudley; On-site; GBP 28,000 - 36,000; Full time

Job summary

Dudley Council is looking for a proactive Reactive Repairs Planner to join the Housing Maintenance Team, coordinating repairs and maintenance across the borough to deliver timely, right-first-time service. You will manage operative diaries, allocate works, monitor progress and liaise with contractors and residents to resolve queries, ensuring safety and efficiency.

The role is onsite five days a week with flexible hours; NVQ3 in customer service or related field is preferred, and applicants must

Qualifications

• Significant experience in housing repairs, maintenance, social housing or building environment.
• Extensive experience scheduling, planning and allocating works to operatives and contractors.
• Strong customer service experience in a front-line environment.
• Excellent organisational, communication and problem-solving skills.
• Ability to manage changing priorities and make informed decisions under pressure.
• Experience using ICT systems to manage workforce planning and repair orders.
• Flexible, solution-focused approach with a commitment to delivering excellent customer outcomes.
• NVQ Level 3 in Customer Service, Contact Centre Operations or Business Administration, or a willingness to work towards this qualification.

Responsibilities

• Schedule and allocate reactive repairs to maximise productivity and service performance.
• Manage operative diaries, workloads and resource availability.
• Monitor repair progress and resolve scheduling conflicts proactively.
• Coordinate materials, specialist resources and contractor support to keep appointments.
• Respond to urgent and emergency repair requests.
• Act as a key point of contact for customers and colleagues, providing updates and resolving queries.
• Use housing/workforce management systems to maintain records and monitor performance.
• Support the delivery of KPIs and customer service standards.

Skills

Scheduling & planning

Customer service

Communication

Problem solving

Organisational skills

Decision making under pressure

ICT systems

Flexible, solution-focused

Education

NVQ Level 3 in Customer Service

Tools

Workforce management systems

Job description

Dudley Council is looking for a proactive Reactive Repairs Planner to join the Housing Maintenance Team, coordinating repairs and maintenance across the borough to deliver timely, right-first-time service. You will manage operative diaries, allocate works, monitor progress and liaise with contractors and residents to resolve queries, ensuring safety and efficiency.

The role is onsite five days a week with flexible hours; NVQ3 in customer service or related field is preferred, and applicants must