Customer Service Planner (Operations – Customer/Administration)

About the role

We are seeking a customer‑focused Planner to join our busy team in Welwyn Garden City. The role is central to scheduling repairs and maintenance appointments, ensuring they are delivered on time and to contractual service standards.

Key responsibilities

• Manage a high volume of inbound and outbound calls, liaising with residents, clients, subcontractors and operational teams.
• Use scheduling systems to allocate work to operatives and subcontractors, sequencing jobs efficiently.
• Monitor work‑in‑progress, track appointments and ensure completion within agreed timescales.
• Provide regular updates to residents via phone and email, handling queries and maintaining a positive customer experience.
• Take ownership of complex repairs, coordinate with site teams and resolve issues that may affect service standards.

Required profile

• Organised, proactive individual with experience in planning, scheduling, customer service or administration, preferably within social housing or property services.
• Strong telephone etiquette and excellent written communication skills.
• Ability to remain calm under pressure, prioritise multiple bookings and make informed decisions.
• Knowledge of repairs and maintenance operations is advantageous.

Required skills

• Proficiency with Microsoft Office applications (Word, Excel, Outlook).
• Experience using scheduling or planning software.

What we offer

• Permanent full‑time contract.
• Competitive salary range £27,000‑£29,000 per annum.
• Opportunity to work within a supportive property services team.