Maintenance Planner

• Manage maintenance work orders from creation to completion, ensuring targets are met
• Act as the main contact for customer and internal enquiries, providing timely updates
• Coordinate with supervisors and engineers to deliver efficient maintenance services
• Raise and manage jobs using housing and scheduling systems (DRS/ActiveH)
• Monitor progress, ensuring accurate records and compliance with processes
• Support complaint resolution and use feedback to enhance service quality
• Ensure effective first-time fixes and manage follow-on works
• Assist with out-of-hours emergency support when required
• Promote health & safety and ensure adherence to policies and procedures
• Contribute to service improvements and support team development
• Take initiative, solve problems, and adapt to changing priorities
• Work closely with teams across the business to find ways to improve our repairs service and make a real difference for our customers
• Use data and insights to help teams work more efficiently, deploy resources effectively, and achieve outstanding results

• Experience using IT systems, including Microsoft Office, scheduling, and performance management tools
• Strong administrative skills and knowledge of office procedures
• Experience working in a target-driven, team environment and use initiative
• Understanding of housing maintenance processes (desirable)
• Excellent communication skills, with a confident and professional telephone manner
• Ability to handle challenging situations and resolve problems effectively
• Data awareness, including confidentiality and data protection principles
• Flexible and adaptable, with a positive approach to change
• Committed to equality, diversity, and delivering a customer-focused service with integrity

Understanding of housing maintenance processes (desirable)

• Annual Leave: Annual leave starts at 26 days per year plus bank holidays
• Annual leave purchase scheme – option to buy up to an additional 5 days per year
• Enhanced family leave (maternity, paternity and adoption)
• Generous Pension Scheme – The option to contribute 4%, 6% or up to 10% which Citizen will match
• Health and Wellness: Comprehensive health insurance and wellness programs
• Work-Life Balance: Flexible working hours and generous leave policies
• Employee Development: Access to training programs and career development resources