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<h4>About the role</h4><h4>Role Summary</h4><p>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.</p><h4>Salary:</h4><h4>Hours of Work:</h4><p>40</p><h4>Contract:</h4><p>Permanent</p><h4>Probation Period:</h4><p>6 months</p><h4>Notice Period:</h4><p>1 month</p><h4>Who are we?</h4><p>TCH Repairs is our in-house Direct Labour Organisation (DLO), working alongside Town &amp; 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.</p><p>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.</p><h4>Meet your Manager</h4><p>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.</p><p>Emily Johnson, Senior Planner</p><h4>What will you be doing?</h4><h4>Role Specific Responsibilities</h4><p>• Assist in the effective delivery of the service operation by optimising the use of, principally, direct labour and<br>specialist subcontractor resources available and develop and implement robust and effective procedures to<br>achieve contract requirements.<br>• Be responsible for works scheduling/planning, ensuring the correct trades are allocated, that they are provided<br>appropriate appointment slots for the type of work and that the appointments are managed geographically to<br>be travel efficient. Promote and maximize 1st time fix<br>• To ensure all works orders received are scheduled immediately upon receipt via the mailboxes, portal and<br>interactive planner and thereafter completed within target timescales leading to delivery of contractual key<br>performance indicators.<br>• Monitor systems to ensure appointments made are kept by the workforce, all system administration including<br>completions, rejected appointments and contractor information and report appointment failings immediately<br>to the manager.<br>• Monitor all workflows and identify follow on works to ensure that they exceed no more than 5% of overall WIP<br>target. Ensure all works are scheduled in a timely manner with the appropriate resource allocated. Report any<br>trends to manager for system review.<br>• Production, monitoring and communication of WIP to include routine and voids works versus target<br>• A clear commitment to a customer-centred service and continuous improvement.<br>• Work with Supervisors and Managers to provide feedback relating to operative conduct, absence,<br>performance including PDA usage formed from daily checks<br>• Coordinate appointments where multiple trades or subcontractors are required to attend<br>• To work in conjunction with the allocated Supervisor review diaries, ensuring that works are ready to<br>commence pending materials, tests and overall timescales to optimise service delivery and productivity<br>• To fully assist and co-operate colleagues in the progress and investigation of complaints, effectively deal and<br>respond. to queries and complaints from tenants, staff, and residents relating to services and service delivery<br>• Liaise with the client to ensure all relevant databases are up to date.<br>• Assist with the collation of supplies and material information from our approved suppliers and record cost<br>data appropriately.<br>• Ensure consistent and pro-active approach to role at all times, carrying out other duties as may be required<br>from time to time in order to maintain an efficient operation of all aspects relating to the needs of the team<br>TCH Repairs (additional training will be provided as required)</p><h4>General</h4><h4>About You</h4><h4>Education &amp; Qualifications</h4><h4>Key Skills &amp; Competencies</h4><p>• Previous Planning/Scheduling experience - Essential<br>• Confident using Microsoft excel, word and outlook - Essential<br>• Ability to communicate effectively both verbally and in writing - Essential<br>• Be able to work as a team and independently - Essential<br>• Previous experience in social housing repairs and maintenance - Desirable</p><h4>Behaviours</h4><h4>Why Choose Us</h4><ul><li>24 days annual leave plus bank holidays &amp; your birthday off (33 days total).</li><li>Pay review every year.</li><li>26 weeks full pay maternity leave.</li><li>8 weeks full pay paternity leave.</li><li>Up to £3,000 colleague referral fee.</li><li>Contributory pension scheme with 4% to 10% matched contributions.</li><li>Life Insurance.</li><li>24/7 Digital GP service and counselling helpline (including face to face sessions)</li><li>Free eye test voucher annually and contribution towards glasses.</li><li>Free annual flu jab.</li><li>Two volunteer days per year.</li><li>Extensive annual staff wellbeing programme of events.</li><li>Career development and vocational training opportunities.</li></ul><h4>Our Values</h4><p>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.</p><p>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.</p><p>We have taken an inclusive and collaborative approach to developing the following values, working together with colleagues, customers and the Board:</p><h4>Equal Opportunities Statement</h4><p>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.</p><p>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.</p><p>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.</p><h4>Apply</h4><h4>Internal Applications</h4><p>Please send a letter clearly demonstrating how your skills and experience meet the criteria contained on the job description and person specification to <a href="mailto:recruitment@tch.org.uk" target="_blank">recruitment@tch.org.uk</a>.</p><p>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.</p><p>Additionally, if you move to a TCH role on a secondment basis, your Terms and Conditions will not change.</p><p>If you have any questions, or require further clarification, please speak to HR.</p><h4>External Applications</h4><p>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.</p><p>Please note: As an employer, Town &amp; Country Housing does not provide sponsorship as a licensed UK employer.</p><h4>Key dates</h4><h4>Applications Close:</h4><p>Friday, 14 November 2025</p><h4>Interview Date:</h4><a href="https://prteam.typeform.com/to/opW2uuH7" target="_blank">Apply now</a>





<ul></ul>

Town and Country Housing

Customer Services Planner

<h4>About the role</h4><h4>Role Summary</h4><p>To be the first point of contact with our customers, ensuring customer satisfaction in line with our service strategy, working as part of a team to provide a comprehensive customer experience.</p><h4>Salary:</h4><p>£26,817</p><h4>Hours of Work:</h4><p>35 per week</p><h4>Contract:</h4><p>Permanent </p><h4>Probation Period:</h4><p>6 months</p><h4>Notice Period:</h4><p>1 month</p><h4>Who are we?</h4><p>We provide more than 13,000 homes across Kent, Sussex and Surrey. Over the years we have 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.</p><h4>Meet your Manager</h4><p>I have been with TCH 15 years, and the colleagues I work with have made it such a great place to work. I really love what we do for our residents and enjoy being part of the Customer Services Team. </p><p>In Customer Services we are the front-line team taking the initial calls and enquiries from residents, regarding everything from ASB to Repairs. Every call is different, and the team have incredible knowledge on many different topics. It is so rewarding working with such great colleagues and seeing the ways in which we can help our residents. </p><p>Emma Browning, Customer Services Team Leader</p><h4>What will you be doing?</h4><h4>Role Specific Responsibilities</h4><p>•Ensure effective customer contact is achieved within set timescales, and in line with policy and procedure, using all communication platforms, including taking telephone calls and responding to e-mails/webchats.<br>•Respond to online customers general/ repairs enquiries and provide standard written responses in line with guidance.<br>•Taking customer repairs calls, diagnosing issues &amp; booking repairs appointments.<br>•To maintain accurate and timely record keeping.<br>•Participate in training, following identification of needs through a training needs analysis.<br>•Take an active role in the implementation of new customer service initiatives.<br>•Participate in projects and working groups at the request of the Customer Services Manager.<br>•Assist the Customer Services Manager in the implementation of policies and processes aligned with a good customer experience, with a view to improving performance by listening to and acting on customer feedback.<br>•Assist with the creation and review of processes for the customer services team and ensure processes are adhered to.<br>•Ensure full business continuity is achieved by providing cover for the operation where necessary, this may include working in any of our offices from time to time.<br>•Apply professional curiosity to help identify if residents' have circumstances which may make them potentially vulnerability and if they have additional support needs; signpost to internal and/ or external support services.<br>•Promote resident engagement opportunities and capture resident feedback to support our resident engagement objectives, with a view to continuous improvement.<br>•Effectively liaise with other departments/staff/outside agencies as appropriate.<br>•Provide day to day facilities cover as needed. </p><h4>General</h4><p>•To adhere to the equality, diversity and inclusion policy and actively promote equality of opportunity wherever possible.<br>•Recognise, respect, and promote the different roles and diversity of individuals.<br>•To actively contribute towards the key performance indicators and professional standards.<br>•Work in accordance with the General Data Protection Regulations (GDPR) and Data Protection Law and be responsible for the integrity of personal information you process. This may include identifying anomalies in data and investigating and correcting them where appropriate. Ensure you attend training on data protection regularly.<br>•To be responsible for your own health and safety and that of your colleagues, in accordance with the Health and Safety at Work Act (1974) and relevant EC directives.<br>•To participate in training, attend other meetings, and staff events as required.<br>•Be an effective member of your team, presenting a positive impression of your section and the Group.<br>•Take responsibility for recognising and recording customer complaints, however made, and ensure that any complaints allocated to you are responded to within policy requirements.<br>•Maintain professional curiosity in all interactions with residents, be aware of and report and record any potential safeguarding issues promptly and appropriately.<br>•Maintain awareness of budget requirements and value for money while delivering your role.<br>•Consider and highlight any risk to the organisation or individuals whilst delivering your role.<br>•Consider resident feedback (the resident voice) in all service delivery, using data and insight and actively engaging with residents to understand their needs, views and priorities and tailor services accordingly.<br>•This role may involve visiting other offices from time to time </p><p>This job description is a guide to the nature of the work required. It is not comprehensive, and it is expected that other duties will be undertaken as this role develops and as may be reasonably expected.</p><h4>About You</h4><h4>Education &amp; Qualifications</h4><p>•GCSE or equivalent education - Essential<br>•Willingness to work towards and appropriate CIH qualification - Essential </p><h4>Key Skills &amp; Competencies</h4><p>•Office administration experience - Essential<br>•Customer service experience - Essential<br>•Microsoft Office experience - Essential<br>•Knowledge of housing policy and procedure, including diversity, equality and inclusion, and an understanding of housing associations - Desirable</p><h4>Behaviours</h4><p>•Calm, confident, and approachable manner - Essential<br>•Excellent communication skills, face to face, in writing and via telephone - Essential<br>•Ability to think and act quickly in a pressurised environment - Essential<br>•Proven ability to negotiate outcomes and solve problems - Essential<br>•Experience of using own initiative to implement and improve work systems - Essential<br>•Ability to prepare and interpret numerical data and to explain to others - Essential<br>•Proven ability to plan and manage own workload - Essential<br>•Ability to work well as part of a team - Essential<br>•Desire to provide excellent customer service - Essential<br>•Resilience when dealing when difficult situations - Essential</p><h4>Why Choose Us</h4><ul><li>Contributory pension scheme 4% to 10% matched contributions</li><li>Hybrid working</li><li>Free onsite car parking</li><li>Life assurance of 4x annual salary (Terms and Conditions apply)</li><li>30 days annual leave in addition to bank holidays</li><li>Two volunteer days per year</li><li>Employee assistance programme (24/7 telephone advice, information portal &amp; face to face counselling sessions)</li><li>Corporate eye care scheme providing free eye tests and free VDU glasses or contribution towards VDU glasses</li><li>Extensive annual Staff Wellbeing programme</li><li>Enhanced maternity, paternity, and shared parental leave provision</li><li>Flexible annual benefits (for dental, healthcare, shopping vouchers, technology etc.)</li><li>Annual flu vaccinations</li><li>Access to an extensive range of corporate discounts on shopping, travel &amp; days out</li><li>Social events, including lunchtime walking, rounders, festive Fridays</li><li>Travel loan</li></ul><h4>Our Values</h4><p>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.</p><p>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.</p><p>We have taken an inclusive and collaborative approach to developing the following values, working together with colleagues, customers and the Board:</p><h4>Equal Opportunities Statement</h4><p>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.</p><p>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.</p><p>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.</p><h4>Apply</h4><h4>Internal Applications</h4><p>Please send a letter clearly demonstrating how your skills and experience meet the criteria contained on the job description and person specification to <a href="mailto:recruitment@tch.org.uk" target="_blank">recruitment@tch.org.uk</a>.</p><p>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.</p><p>Additionally, if you move to a TCH role on a secondment basis, your Terms and Conditions will not change.</p><p>If you have any questions, or require further clarification, please speak to HR.</p><h4>External Applications</h4><p>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.</p><p>Please note: As an employer, Town &amp; Country Housing does not provide sponsorship as a licensed UK employer.</p><h4>Key dates</h4><h4>Applications Close:</h4><p>Wednesday, 5 November 2025</p><h4>Interview Date:</h4><p>Monday, 10 November 2025</p><a href="https://prteam.typeform.com/to/WwhwQcVi" target="_blank">Apply now</a>





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Customer Service Advisor

<p><strong>TCH REPAIRS</strong></p>
<p><strong>Head Office</strong><br>Monson House, Monson Way, Tunbridge Wells, TN1 1LQ</p>
<p><strong>Role:</strong> Customer Services Planner<br><strong>Reports to:</strong> Senior Planner</p>
<p><strong>The Role:</strong> 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.</p>
<p><strong>Accountabilities:</strong></p>
<ul>
    <li>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.</li>
    <li>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.</li>
    <li>Promote and maximize 1st time fix.</li>
    <li>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.</li>
    <li>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.</li>
    <li>Monitor all workflows and identify follow on works to ensure that they exceed no more than 5% of overall WIP target.</li>
    <li>Ensure all works are scheduled in a timely manner with the appropriate resource allocated.</li>
    <li>Report any trends to manager for system review.</li>
    <li>Production, monitoring and communication of WIP to include routine and voids works versus target.</li>
    <li>A clear commitment to a customer-centred service and continuous improvement.</li>
    <li>Work with Supervisors and Managers to provide feedback relating to operative conduct, absence, performance including PDA usage formed from daily checks.</li>
    <li>Coordinate appointments where multiple trades or subcontractors are required to attend.</li>
    <li>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.</li>
    <li>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.</li>
    <li>Liaise with the client to ensure all relevant databases are up to date.</li>
    <li>Assist with the collation of supplies and material information from our approved suppliers and record cost data appropriately.</li>
    <li>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.</li>
</ul>
<p><strong>TCH Repairs</strong> (additional training will be provided as required)</p>
<p><strong>Essential and Desirable Criteria</strong></p>
<p><strong>Essential criteria:</strong></p>
<ul>
    <li>Previous Planning/Scheduling experience.</li>
    <li>Planning/Scheduling experience.</li>
    <li>Confident using Microsoft Excel, Word and Outlook.</li>
    <li>Be able to work as a team and independently.</li>
    <li>Ability to communicate effectively both verbally and in writing.</li>
</ul>
<p><strong>Desirable Criteria:</strong></p>
<ul>
    <li>Previous experience in social housing repairs and maintenance.</li>
</ul>
<p><strong>How to apply</strong><br>You'll be based at the Head Office in Tunbridge Wells, Kent. Please complete our application form by clicking on the link below:</p>
<p><a href="https://prteam.typeform.com/to/opW2uuH7" target="_blank">Application Form</a></p>





<ul></ul>

<p>Click to view a <a href="https://www.ashford.gov.uk/media/xencrfii/1265c-customer-service-advisor-sept-2025.doc" target="_blank">Job Description</a><a href="mailto:recruitment@ashford.gov.uk" target="_blank"></a></p><p>Are you passionate about delivering outstanding customer service? Do you thrive in a fast-paced, people-focused environment?</p><p>As a Customer Service Advisor, you will be the first point of contact for residents and partners engaging with the Council. You will be responsible for providing a comprehensive enquiry service across multiple channels, including telephone, face-to-face, email, webchat, social media, and online platform resolving 88% of queries without referral.</p><p>Playing a vital role in ensuring our community receives the highest standards of care and support you will be expected to resolve cases promptly, escalating only when necessary and following through to completion, along with:</p><p>Providing cover across Ashford and Tenterden offices as needed<br>Using IT systems to manage enquiries and maintaining accurate records<br>Supporting administrative follow-up and system input tasks<br>Participating in training to stay up-to-date on Council and partner services<br>Verifying customer documentation and processing payments<br>Supporting Tourist Information Services when based in Tenterden<br>Promoting customer feedback and act as a buddy for new team members</p><p>To be competent in this role it is essential that you have strong keyboard and IT skills, and proven experience in customer service and team environments. Along with having the ability to be able to make decisions independently. Experience in a call/contact centre, local government, or tourist information services is a plus. NVQ Level 3 in Customer Services, IT qualifications, and second language skills are desirable.</p><p>For an informall discussion about the role please contact Liesl York, Deputy Customer Service Operation Manager on 01233 330820</p><p>Click to view a <a href="https://www.ashford.gov.uk/media/xencrfii/1265c-customer-service-advisor-sept-2025.doc" target="_blank">Job Description</a></p><p>When submitting an application form - Please ensure that you have received confirmation of a submitted application once completed. For any assistance in completing the application form, please email <a href="mailto:recruitment@ashford.gov.uk" target="_blank">recruitment@ashford.gov.uk</a></p><p>Competitive remuneration package - We offer an excellent salary linked pension scheme, generous annual leave with flexi time, free life insurance, supportive relocation package and opportunities for training and development.</p><p>With devolution news and talks evolving across the country for local authorities, we understand that there may be some uncertainty for those currently serving within the sector. Although Kent and Medway have not been included in the Devolution Priority Programme, discussions continue in this area. Kent, Medway and all District and Borough Councils in the South East will continue to work closely with each other to deliver vital services to our communities. This is an exciting, but stable time to join our organisation.</p><p><em>Ashford Borough Council recognises the need to ensure the welfare of children, young people and vulnerable adults when they come into contact with the services we provide</em></p><p>We welcome applications form the Armed Forces Community</p>





<ul></ul>

Ashford Borough Council

<p>As a Customer Service Agent, you will play a vital role in our cross-functional team, providing efficient back-office support and outstanding customer service for our repairs operations. From processing and scheduling repairs to liaising with contractors and handling customer enquiries, you will be at the heart of ensuring our services run like clockwork.</p><p>You will be responsible for managing repairs processing, scheduling, and out-of-hours enquiries, along with:</p><p>Handling online/email requests, officer enquiries, and contractor communications</p><p>Updating customer records and ensuring accurate data management</p><p>Taking incoming calls and service requests with professionalism and care</p><p>Raising and prioritising repair jobs while meeting KPIs and service standards</p><p>Supporting invoicing and customer satisfaction surveys</p><p> For you to be competent in this role it is essential that you are organised, resilient, and customer-focused, as well as:</p><p>Being a confident communicator with strong written and verbal skills<br>Skilled in multitasking and managing competing priorities<br>Proficient in Microsoft Office and IT systems<br>Having the ability to work independently and collaboratively within a team<br>Previous experience in an administrative or customer service role</p><p>At Ashford Borough Council, we are committed to delivering high-quality services to our community. You will be part of a supportive team that values your contribution and offers opportunities for growth and development.</p><p> Click to view a <a href="https://www.ashford.gov.uk/media/murhwuvg/6853b-customer-service-agent-repairs-aug-2025.doc" target="_blank">Job Description </a></p><p>For an informal discussion about the role please contact Debbie Phillips on 01233 330596</p><p>When applying - Please ensure that you have received confirmation of a submitted application once completed. For any assistance in completing the application form, please email <a href="mailto:recruitment@ashford.gov.uk" target="_blank">recruitment@ashford.gov.uk</a></p><p><strong>Hybrid Working</strong> - We are an organisation that puts people first and understands how important employee wellbeing is. We want to help you to balance your working life and home life and offer flexible ways of working to help structure your life in a positive and productive way; both at home and in the office. This maximises personal development and collaborative working. <strong>Competitive remuneration package</strong> - We offer an excellent salary linked pension scheme, generous annual leave with flexi time, free life insurance, supportive relocation package and opportunities for training and development.</p><p>With devolution news and talks evolving across the country for local authorities, we understand that there may be some uncertainty for those currently serving within the sector. Although Kent and Medway have not been included in the Devolution Priority Programme, discussions continue in this area. Kent, Medway and all District and Borough Councils in the South East will continue to work closely with each other to deliver vital services to our communities. This is an exciting, but stable time to join our organisation.</p><p><em>Ashford Borough Council recognises the need to ensure the welfare of children, young people and vulnerable adults when they come into contact with the services we provide</em></p><p>We welcome applications form the Armed Forces Community</p>





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5 Customer Service Jobs in West Malling ME19, UK