Customer Services Planner
About the role
Role Summary
To liaise with operational Managers, Supervisors and operatives to ensure compliance with contractual service standards. To efficiently appoint work, supporting operatives to achieve productivity targets. To deliver an effective maintenance service which results in customer satisfaction in line with contractual KPIs/Measures.
Salary:
Hours of Work:
40
Contract:
Permanent
Probation Period:
6 months
Notice Period:
1 month
Who are we?
TCH Repairs is our in-house Direct Labour Organisation (DLO), working alongside Town & Country Housing to deliver responsive, high-quality maintenance and repair services to our residents. Their skilled team ensures our homes are safe, well-maintained, and meet the standards our customers deserve. By keeping repairs in-house, we’re able to provide a more personal, efficient, and accountable service.
We provide more than 13,000 homes across Kent, Sussex and Surrey. Over the years, we’ve invested heavily in our homes and continue to do so as part of the Peabody Group. We promote hybrid working and have more than 300 employees based in various locations across our operating area, all working together to build thriving communities and deliver excellent customer service.
Meet your Manager
I have worked in social housing for 11 years in the repairs department. I started my journey working in the call center, I then moved into planning and progressed into a senior manager. As the senior planner I am responsible for a team of planners who are the pivotal point for the repairs contract. In my spare time I like gardening, reading, and spending time with my family.
Emily Johnson, Senior Planner
What will you be doing?
Role Specific Responsibilities
• Assist in the effective delivery of the service operation by optimising the use of, principally, direct labour and
specialist subcontractor resources available and develop and implement robust and effective procedures to
achieve contract requirements.
• Be responsible for works scheduling/planning, ensuring the correct trades are allocated, that they are provided
appropriate appointment slots for the type of work and that the appointments are managed geographically to
be travel efficient. Promote and maximize 1st time fix
• To ensure all works orders received are scheduled immediately upon receipt via the mailboxes, portal and
interactive planner and thereafter completed within target timescales leading to delivery of contractual key
performance indicators.
• Monitor systems to ensure appointments made are kept by the workforce, all system administration including
completions, rejected appointments and contractor information and report appointment failings immediately
to the manager.
• Monitor all workflows and identify follow on works to ensure that they exceed no more than 5% of overall WIP
target. Ensure all works are scheduled in a timely manner with the appropriate resource allocated. Report any
trends to manager for system review.
• Production, monitoring and communication of WIP to include routine and voids works versus target
• A clear commitment to a customer-centred service and continuous improvement.
• Work with Supervisors and Managers to provide feedback relating to operative conduct, absence,
performance including PDA usage formed from daily checks
• Coordinate appointments where multiple trades or subcontractors are required to attend
• To work in conjunction with the allocated Supervisor review diaries, ensuring that works are ready to
commence pending materials, tests and overall timescales to optimise service delivery and productivity
• To fully assist and co-operate colleagues in the progress and investigation of complaints, effectively deal and
respond. to queries and complaints from tenants, staff, and residents relating to services and service delivery
• Liaise with the client to ensure all relevant databases are up to date.
• Assist with the collation of supplies and material information from our approved suppliers and record cost
data appropriately.
• Ensure consistent and pro-active approach to role at all times, carrying out other duties as may be required
from time to time in order to maintain an efficient operation of all aspects relating to the needs of the team
TCH Repairs (additional training will be provided as required)
General
About You
Education & Qualifications
Key Skills & Competencies
• Previous Planning/Scheduling experience - Essential
• Confident using Microsoft excel, word and outlook - Essential
• Ability to communicate effectively both verbally and in writing - Essential
• Be able to work as a team and independently - Essential
• Previous experience in social housing repairs and maintenance - Desirable
Behaviours
Why Choose Us
- 24 days annual leave plus bank holidays & your birthday off (33 days total).
- Pay review every year.
- 26 weeks full pay maternity leave.
- 8 weeks full pay paternity leave.
- Up to £3,000 colleague referral fee.
- Contributory pension scheme with 4% to 10% matched contributions.
- Life Insurance.
- 24/7 Digital GP service and counselling helpline (including face to face sessions)
- Free eye test voucher annually and contribution towards glasses.
- Free annual flu jab.
- Two volunteer days per year.
- Extensive annual staff wellbeing programme of events.
- Career development and vocational training opportunities.
Our Values
Our culture is about the shared values, beliefs and behaviours that determine how we do things, then the ways and systems of working that help to get those things done.
Our new values, principles and behaviours will put customers at the heart and provide the foundation for the culture of the new organisation. Only by delivering a cohesive and customer-focused culture will we be able to achieve our purpose and priorites.
We have taken an inclusive and collaborative approach to developing the following values, working together with colleagues, customers and the Board:
Equal Opportunities Statement
TCH is an equal opportunities employer committed to the equal treatment of all current and prospective employees and does not condone discrimination on the basis of age, disability, gender, gender reassignment, sexual orientation, pregnancy and maternity or paternity, race or ethnicity, religion or belief, marriage and civil partnership, or caring responsibilities.
We aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join TCH.
We are recognised as a ‘Disability Confident Committed Employer’. As part of this commitment, individuals who disclose at application stage that they have a disability, will be invited to interview provided they demonstrate that they meet the minimum criteria for the vacancy. Candidates will be asked if they require any support or reasonable adjustments to enable them to fully participate in the recruitment process.
Apply
Internal Applications
Please send a letter clearly demonstrating how your skills and experience meet the criteria contained on the job description and person specification to recruitment@tch.org.uk.
For internal staff only: Please note, if you're currently on legacy TCH, Rosebery, InTouch, Family Mosaic etc Terms and Conditions and are successful in your application, you will automatically be transferred to the new Peabody Terms and Conditions.
Additionally, if you move to a TCH role on a secondment basis, your Terms and Conditions will not change.
If you have any questions, or require further clarification, please speak to HR.
External Applications
Please complete our online application form by clicking the Apply button below. We reserve the right to bring the closing date forward, so we strongly encourage early applications.
Please note: As an employer, Town & Country Housing does not provide sponsorship as a licensed UK employer.
Key dates
Applications Close:
Friday, 14 November 2025