Job Title: Repairs Planner
Location: Basildon, Essex
Salary: £30,000-£33,000 depending on experience
Sector: Electrical Contractor
MUST HAVE PREVIOUS PLANNING EXPERIENCE
Job Purpose
To coordinate and schedule responsive repairs and maintenance works for social housing properties, ensuring high levels of customer service, efficient resource planning, and compliance with regulatory standards. The Repairs Planner acts as the key link between tenants, operatives, and contractors to ensure repairs are completed within agreed service level targets.
Key Responsibilities
1. Planning & Scheduling
Schedule responsive, void, and planned maintenance works.
Allocate jobs to operatives or subcontractors based on skill set, location, and priority.
Optimise diaries to maximise productivity and minimise travel time.
Ensure appointments are booked in line with service level agreements (SLAs).
2. Customer Service
Act as a primary point of contact for tenants reporting repairs.
Arrange appointments at mutually convenient times.
Provide updates on job status, delays, or changes.
Handle complaints or missed appointments professionally.
3. System & Administration
Accurately raise and update repair orders on housing management/repairs systems (e.g., Northgate, Orchard, Civica, or similar).
Maintain accurate records of works orders and completion notes.
Monitor outstanding jobs and chase overdue works.
Process variations and follow-up works where required.
4. Performance & Compliance
Monitor operatives' performance against KPIs (first-time fix, attendance, completion times).
Ensure works are completed within target times (emergency, urgent, routine).
Support compliance with health & safety regulations and safeguarding policies.
Assist with reporting on repairs performance data.
5. Collaboration
Liaise with:
In-house operatives
External contractors
Surveyors and technical officers
Customer service teams
Support void turnaround planning when required.
Key Skills & Experience
Essential:
Experience in scheduling or planning repairs (ideally within social housing).
Knowledge of responsive maintenance processes.
Strong organisational and time-management skills.
Excellent communication and customer service skills.
Ability to prioritise urgent/emergency works.
IT literacy and experience with scheduling/repairs systems.
Desirable:
Knowledge of social housing regulations and compliance requirements.
Experience working to KPIs and performance targets.
Understanding of trade disciplines (plumbing, electrical, carpentry, etc.).
Personal Attributes
Calm under pressure
Detail-oriented
Problem-solving mindset
Team player
Customer-focused
Resilient and adaptable
Performance Indicators (KPIs)
Appointment kept rate
First-time fix rate
Jobs completed within target times
Customer satisfaction scores
Reduction in overdue works
if you feel as so this REPAIRS PLANNER role is suitable to yourself, please send your CV directly to