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) So that we can demonstrate Dudley’s commitment to diversity and inclusion and to improve bias in the recruitment process that could create barriers for candidates. Your personal data will be anonymised when you apply, to ensure that you comply with our anonymisation process, please ensure you have removed your name and date of birth from any attachments prior to uploading them to your application. Online application forms will only be accepted for this vacancy, online facilities for jobs are available at public libraries within the Dudley Borough. All applicants must be able to provide documentation to prove their right to work in the UK. Please note: Dudley MBC does not currently offer sponsorship for candidates without the Right to Work in the UK. If you require support completing an online or paper application form and or interview techniques, please contact Dudley Adult and Community Learning on 01384 818 143 or acl@dudley.gov.uk who can support with Digital Skills and Job Applications. If you have a disability and require assistance in making an application please contact the HR Resourcing Team via HR.Resourcing@dudley.gov.uk If you are experiencing a problem whilst applying for a position, please follow the link below to the WM Jobs Help Page in the first instance https://help.wmjobs.co.uk/ If the WM Jobs Help Page does not resolve your issue then please contact the HR Resourcing Team via HR.Resourcing@dudley.gov.uk Dudley Council will check the information that you have provided against any details already held for accuracy and completeness. The Council will check, share and cross match your information both internally within the council and with external organisations to protect public funds and prevent or detect crime, only where the law allows us to do so. The Council’s full Privacy and Disclaimer Statement can be accessed on the website at https://www.dudley.gov.uk/privacy-disclaimer-statement/ N.B. We reserve the right to close this vacancy prior to the advertised date should we receive a large number of applications LI-DMBC2019 Attached documents Reactive Repairs Programmer PS.docx Reactive Repairs Programmer JD.docx Employee Benefits List.pdf