Reactive Repairs Planner

Grade 6 - Housing Maintenance

Directorate: Housing & Assets

Are you an experienced planner with a passion for customer service and keeping vital services running smoothly? We are looking for a Reactive Repairs Planner to join our Housing Maintenance team and play a key role in delivering a responsive, customer focused repairs service.

About the Role

You will be responsible for planning, scheduling and coordinating a reactive repairs workforce to ensure repairs are completed right first time, within service standards, and with appointments kept. Acting as a central point of contact, you'll work closely with operatives, contractors, customers and internal teams to manage workloads, respond to emergencies and maintain high levels of performance.

This is a fast paced, operational role where your ability to prioritise, problem solve and communicate effectively will make a real difference to residents' homes and communities.

Key Responsibilities

• Plan, schedule and allocate work to operatives and contractors, ensuring optimal use of resources
• Manage daily diaries, resource levelling and reallocation of work where needed
• Act as a key contact for customers, operatives and managers, providing updates and managing appointments
• Respond to and manage reactive and emergency repair requests across housing and council properties
• Use and maintain a range of ICT systems to monitor performance, appointments and KPIs
• Liaise with colleagues to manage materials, specialist orders and contractor works
• Ensure health & safety, lone working and safeguarding procedures are followed at all times
• Support operatives with system and handheld device issues
• Contribute to team resilience by working flexibly across planning and support functions

About You

You will bring:

• Extensive experience working in a housing repairs, maintenance or similar environment
• Strong experience of scheduling and coordinating operatives, contractors, materials and resources
• A customer focused approach with excellent communication and interpersonal skills
• The ability to anticipate issues, resolve scheduling conflicts and maintain service standards
• Confidence using workforce management and housing ICT systems (e.g. Northgate, Civica/Servitor, Kirona DRS or similar)
• NVQ Level 3 in Customer Service, Business Administration or willingness to work towards this

You'll be highly organised, solution focused and able to manage competing priorities while supporting colleagues and delivering excellent outcomes for residents.

Working Arrangements

You will be required to provide operational cover between 8am and 5pm, Monday to Friday, and work flexibly to meet service demands. A driving licence and business use insurance are required.

Workplace Attendance: Working in the office 3+ days a week (pro rata)

All applicants must be able to provide documentation to prove their right to work in the UK.