Responsive Repairs Planner

Southern Housing; Grove Green; Hybrid; GBP 28,000 - 38,000; Full time

Job summary

Southern Housing is seeking an organised Responsive Repairs Planner to join our Direct Services team on a 6-month fixed-term contract. Based in Maidstone or Sittingbourne with hybrid options, you will schedule and track repairs, liaise with residents, operatives and contractors, and prioritise urgent jobs to meet service standards.

You will be the first point of contact for scheduling queries, maintaining records and ensuring a right-first-time repair experience while supporting overall

Qualifications

• Experience scheduling or coordinating work in a maintenance, housing or repairs environment.
• Experience delivering a front line, customer focused service.
• Good numeracy and literacy skills, with the ability to manage data accurately.
• Strong communication and interpersonal skills, both written and verbal.
• The ability to plan and prioritise your workload and manage competing demands.
• Confidence using IT systems and standard office software.
• Experience working in a housing management or maintenance environment (desirable)

Responsibilities

• Oversee the maintenance scheduling diary and coordinate with teams to ensure repairs are diagnosed and scheduled.
• Manage appointments and adjust schedules; prioritise urgent and emergency repairs.
• Maintain accurate records and keep residents informed to support a right first time approach.
• Support delivery of a responsive repairs and maintenance service to residents.

Skills

Scheduling experience

Customer service focus

Numeracy

Communication skills

Workload prioritisation

IT literacy

Housing maintenance experience (desire

Job description

About The Role

This is a 6 month Fixed Terms Contract

We're looking for an organised and customer focused Responsive Repairs Plannerto join our Direct Services team, playing a key role in ensuring repairs are booked, managed and completed efficiently.

In this role, you'll oversee the maintenance scheduling diary and work closely with the Property Administration and Customer Services teams to ensure repairs are diagnosed correctly and scheduled in line with service standards. You'll be the first point of contact for scheduling enquiries, liaising with residents, operatives and contractors to resolve issues quickly and effectively.

You'll manage appointments, make changes to schedules where required, and ensure urgent and emergency repairs are prioritised and completed within agreed service levels. By maintaining accurate records and keeping residents informed, you'll help support a 'right first time' approach and improve overall productivity and customer satisfaction.

You'll be based at one of our main offices inMaidstone or Sittingbourne, with the option for hybrid working where appropriate and agreed with your manager.

About you

You're highly organised, calm under pressure and confident communicating with a wide range of people. You enjoy problem solving and take pride in delivering a responsive, customer focused service.

You will need:

• Experience scheduling or coordinating work in a maintenance, housing or repairs environment
• Experience delivering a front line, customer focused service
• Good numeracy and literacy skills, with the ability to manage data accurately
• Strong communication and interpersonal skills, both written and verbal
• The ability to plan and prioritise your workload and manage competing demands
• Confidence using IT systems and standard office software
• Experience working in a housing management or maintenance environment (desirable but not essential)
• An understanding of, and commitment to, resident involvement, equality and customer care

About the team

You’ll be part of our Direct Services team, supporting the delivery of a responsive repairs and maintenance service to our residents.

The team works closely with Direct Services operatives, contractors, Property Administration and Customer Services colleagues to manage repairs effectively, meet service standards and improve first time fix rates. By keeping schedules accurate and communication clear, the team plays a vital role in delivering a reliable and positive repairs experience for residents.

About Us

At Southern Housing, our residents are at the heart of everything we do. As one of the largest housing providers in the UK with over 77,000 homes across London, the Southeast, the Isle of Wight, and the Midlands, we give over 167,000 people somewhere affordable to call their own! We also understand the difference that safe, secure, and affordable homes can make to people’s lives.

A career at Southern Housing will allow you to make a difference every day you come to work. Working in the housing sector with us will bring fresh challenges and give you the opportunity to grow and develop, too.