Reactive Repairs Planner

Wollborg Michelson Personnel Service Inc; Dudley; On-site; GBP 26,000 - 34,000; Full time

Job summary

Dudley Council is seeking an experienced Reactive Repairs Planner to join our Housing Maintenance Team. The role focuses on scheduling reactive repairs, managing operatives and resources, and keeping customers informed with timely updates.

You will monitor progress, coordinate materials and contractor support, respond to emergencies, and use ICT systems to maintain records and performance data, contributing to high-quality services for residents.

Qualifications

• Experience in housing repairs, maintenance or social housing.
• Experience scheduling, planning and allocating works to operatives/contractors.
• Strong customer service in front-line environment.
• Excellent organisation, communication and problem-solving.
• Ability to manage changing priorities under pressure.
• Experience using ICT systems to manage workforce planning and repair orders.
• Willingness to work toward NVQ3 in related fields.

Responsibilities

• Schedule and allocate reactive repairs work.
• Manage diaries, workloads and resource availability.
• Monitor progress and resolve scheduling conflicts.
• Coordinate materials, resources and contractor support.
• Respond to urgent and emergency repair requests.
• Provide updates to customers and colleagues.
• Use housing/workforce systems to maintain records and monitor performance.
• Support KPIs and customer service standards.

Skills

Housing repairs experience

Scheduling & planning

Customer service experience

Organisational skills

Communication skills

Problem-solving

ICT systems experience

Education

NVQ Level 3 or equivalent

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

• 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

• 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.