Reactive Repairs Planner

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

Reactive Repairs Planner

Help Us Keep Our Homes Safe, Maintained and Customer Focused

At Dudley Council, we are committed to delivering high-quality housing services that make a real difference to our residents. We are looking for an experienced and highly organised Reactive Repairs Planner to join our Housing Maintenance Team and play a vital role in ensuring repairs are delivered efficiently, safely and right first time.

This is an excellent opportunity for someone with experience in housing repairs, workforce scheduling or maintenance planning who thrives in a fast-paced environment and enjoys coordinating resources to deliver outstanding customer service.

About the Role

As a Reactive Repairs Planner, you will be responsible for scheduling and coordinating repairs and maintenance work across the borough, ensuring that appointments are efficiently planned, operatives are fully utilised and customers receive a responsive service. Working closely with operatives, contractors, supervisors and customers, you will:

• Schedule and allocate reactive repairs work to maximise productivity and service performance.
• Manage operative diaries, workloads and resource availability.
• Monitor repair progress and take proactive action to resolve scheduling conflicts.
• Coordinate materials, specialist resources and contractor support to ensure appointments are kept.
• Respond to urgent and emergency repair requests.
• Act as a key point of contact for customers and colleagues, providing updates and resolving queries.
• Utilise a range of housing and workforce management systems to maintain accurate records and monitor performance.
• Support the delivery of key performance indicators and customer service standards.

About You

We are looking for someone who can demonstrate:

• Significant experience within a housing repairs, maintenance, social housing, contracting or building environment.
• Extensive experience of 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.
• The ability to manage changing priorities and make informed decisions under pressure.
• Experience using ICT systems to manage workforce planning and repair orders.
• A 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.

Additional Information

• The successful candidate will be required to work onsite five days per week.
• Working hours are between 8.00am and 5.00pm, Monday to Friday, with flexibility required to support operational service delivery.

All applicants must be able to provide documentation to prove their right to work in the UK.

Please note: Dudley MBC does not currently offer sponsorship for candidates without the Right to Work in the UK.

#LI-DMBC2019