Responsive Repairs Planner

Confidential; Maidstone, Sittingbourne; Hybrid; GBP 26,000 - 32,000; Full time

Job summary

Southern Housing seeks a organised and customer-focused Responsive Repairs Planner for a 6 month fixed-term contract. You will schedule and manage repairs, liaise with residents, operatives and contractors, and support a right-first-time culture. Hybrid working is available; base offices in Maidstone or Sittingbourne with flexible arrangements.

Experience in maintenance scheduling or housing repairs, strong numeracy, literacy and IT skills, and excellent communication are essential.

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.

Responsibilities

• Oversee the maintenance scheduling diary and coordinate repairs.
• Be the first point of contact for scheduling enquiries from residents, operatives and contractors.
• Prioritise urgent and emergency repairs to meet service levels.
• Maintain accurate records and inform residents to support a right first time approach.

Skills

Scheduling

Customer service

Numeracy

Literacy

IT systems

Communication

Housing/maintenance knowledge

Resident involvement

Tools

Microsoft Office

Job description

This is a 6 month Fixed Terms Contract

We're looking for an organised and customer focused Responsive Repairs Planner to 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 in Maidstone 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.