Repairs Planner / CSA

Fortus Recruitment Group; Greater London; On-site; GBP 2,480,000 - 2,755,000; Full time

Job summary

Fortus Recruitment Group is recruiting for a Repairs Planner / Customer Service Agent based in Kingston. This temporary to permanent role starts immediately, handling coordinating repairs and keeping residents informed throughout the process.

You will liaise with operatives, contractors and internal teams to ensure efficient scheduling and high-quality customer service in a social housing setting.

Qualifications

• Experience in repairs planning, scheduling or contact centre environments.
• Strong customer service and communication skills with residents.
• Familiarity with repairs management processes and MS Office.

Responsibilities

• Handle incoming calls from residents about repairs and maintenance.
• Log repair requests accurately in systems.
• Schedule and coordinate appointments for operatives and contractors.
• Plan repairs considering priorities and timescales.
• Manage operative diaries and workloads.
• Inform residents of appointments and changes.

Skills

Repairs planning

Scheduling

Customer service

Communication

Microsoft Office

IT skills

Attention to detail

Tools

Repairs software

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.