BCHA are a charitable housing association supporting individuals and families across the South West and South of England. We are a major provider of a diverse range of housing, support and learning services for socially excluded people.
We’re looking for a Customer Service Planner to play a key role in delivering an efficient, responsive repairs service for our customers—placing our strategic priority of Customers at the Heart at the centre of everything you do.
As a Customer Service Planner, you’ll be responsible for scheduling repairs and managing appointments, ensuring our operatives are in the right place at the right time. Acting as a vital link between customers and our repairs team, you’ll help create a seamless experience from first contact through to completion—making it easy for customers and delivering on our commitments.
Using your strong organisational and communication skills, you’ll plan and allocate work based on priority, location, and operative skill set, ensuring appointments are realistic, well-coordinated, and customer-focused.
With a clear focus on delivering the right, safe fix, first time, you’ll help minimise delays, reduce repeat visits, and ensure every interaction reflects our commitment to putting Customers at the Heart of our service.
Key responsibilities:
* Schedule and allocate repair appointments efficiently, with the customer at the centre of every decision
* Manage operative diaries to maximise productivity and meet customer expectations
* Ensure jobs are assigned based on skills, location, and urgency
* Keep customers informed and ensure appointments are delivered as promised
* Work closely with operatives and other teams to coordinate works smoothly
* Accurately update systems to support a reliable and transparent service
This is a great opportunity for someone who thrives in a fast-paced environment, enjoys problem-solving, and is passionate about delivering excellent service while truly putting customers first.
BCHA Safer Recruitment: Safeguarding children and adults is our first priority and we will ensure we follow safer recruitment procedures.
As an employer, we will do everything possible to prevent unsuitable people obtaining employment with BCHA. Our overall aim is to ‘deter unsuitable applicants from applying for roles with children and adults, and we will ensure that all candidates are treated fairly, consistently and in compliance with current legislation.
BCHA is committed to safeguarding and promoting the welfare of people, and expects all employees and volunteers to share this commitment.
Closing date: 26/05/2026
Interview date: 28/05/2026
Welcome week: 15/06/2026
* Be flexible, adaptable and a quick learner
* Have good organisational skills and attention to detail
* Have great people skills and able to deal with customer enquiries
* Be a great team player, flexible and adaptable
* Able to deal with competing demands in a busy environment
* Resilient, empathic and non-judgemental
* Be self-motivated, proactive and have a can do attitude