Repairs Planner / CSA

Fortus Recruitment Group; City Of London; On-site; GBP 23,000 - 32,000; Full time

Job summary

Fortus Recruitment Group is seeking a Repairs Planner / Customer Service Agent in Kingston. Immediate start for a temporary to permanent role, focusing on coordinating repairs and maintenance while delivering excellent resident service.

You will liaise with operatives, contractors and internal teams to plan effectively, keep residents informed, and progress repairs within set timescales. Immediate availability is essential and prior social housing experience is advantageous.

Qualifications

• Experience in repairs planning, scheduling or customer service.
• Background in social housing or property services is a plus.
• Strong communication and ability to manage a busy workload.

Responsibilities

• Handle incoming calls and enquiries from residents about repairs.
• Log repair requests accurately into systems.
• Schedule and coordinate appointments for operatives and contractors.
• Plan and allocate repairs based on priorities and timescales.
• Manage operatives' diaries and workload.
• Keep residents informed of appointments and changes.
• Resolve repair queries with contractors and internal teams.
• Follow up outstanding works and ensure progress within timescales.
• Handle customer queries and complaints professionally.
• Maintain records of repairs, appointments and interactions.

Skills

Repairs planning

Customer service

Phone communication

Organisational skills

Tools

Microsoft Office

Repair management systems

Job description

Repairs Planner / Customer Service Agent

Location: Kingston

Rate: Up to £20per hour

Contract: Temporary to Permanent

Start: Immediate

We are currently working with a leading social housing organisation who are looking to recruit an experienced Repairs Planner / Customer Service Agent to join their repairs and maintenance team in Kingston, with the opportunity to become permanent.

The Role

You will be responsible for coordinating repairs and maintenance appointments while providing a high level of customer service to residents. You will liaise closely with operatives, contractors and internal teams to ensure repairs are planned effectively and residents are kept informed throughout the process.

Key Responsibilities

• Handling incoming calls and enquiries from residents regarding repairs and maintenance.
• Logging repair requests accurately onto the relevant systems.
• Scheduling and coordinating appointments for operatives and contractors.
• Planning and allocating repairs in line with priorities, availability and agreed timescales.
• Managing operative diaries and ensuring workloads are planned efficiently.
• Keeping residents informed of appointments, outstanding repairs and any changes.
• Liaising with operatives, contractors and internal teams to resolve repair queries.
• Following up outstanding works and ensuring repairs are progressed within agreed timescales.
• Dealing with customer queries and complaints in a professional and solutions-focused manner.
• Maintaining accurate records of repairs, appointments and customer interactions.
• Escalating urgent repairs or issues where appropriate.
• Supporting the wider repairs and customer service team with general administration.

What We're Looking For

• Previous experience within repairs planning, scheduling, customer service or a contact centre environment.
• Experience within social housing, property services or repairs and maintenance is highly desirable.
• Good understanding of repairs and maintenance processes.
• Excellent communication and customer service skills.
• Confident dealing with residents and customers over the phone.
• Strong organisational skills with the ability to manage a busy workload.
• Good IT skills and experience using Microsoft Office and repairs management systems.
• A professional, approachable and proactive attitude.
• Ability to work under pressure and prioritise effectively.
• Immediate availability is essential.

Equal opportunities employer.