Maintenance Planner

This role, within our Maintenance Operations directorate and reporting to the Operations Manager (Planning, Performance & Process), is central to enhancing the repairs and maintenance service for our customers. The post holder will interrogate systems and analyse large data sets to identify opportunities for service improvement, lead process reviews and redesign, and work collaboratively with operational teams to ensure repairs are delivered efficiently and effectively. By using insights to drive a performance-focused culture, the role will help shape innovative solutions that improve the customer experience and service outcomes.

Position: Maintenance Planner

Salary: £37595

Location: 4040 Lakeside

Hours: 37 hours Monday – Friday between 8am and 6pm

Key Responsibilities:

• 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.

Qualifications and experience:

• 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

Manager’s Quote:

We’re looking for a proactive and organised individual who thrives in a fast-paced environment and takes pride in delivering an excellent service for our customers. You’ll play a key role in keeping our repairs and maintenance service running smoothly—coordinating effectively, communicating with confidence, and taking ownership to resolve challenges. If you enjoy working as part of a supportive team, making a real difference to customers, and being empowered to make decisions, this is a fantastic opportunity to grow and succeed with us.

What We Offer:

• Innovative Environment: Be part of a forward-thinking organization that values creativity and innovation.
• Professional Growth: Opportunities for continuous learning and career advancement.
• Collaborative Culture: Work alongside a team of dedicated professionals who support and inspire each other.

Benefits:

• 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.

Find out more here: Citizen | Benefits

Company Culture: 

We will be an employer of choice and invest in our people

 We will create a culture where every individual feels comfortable and confident to be themselves and the wellbeing of our employees is a priority. We will work together as one team and embrace our Citizen values.

Closing date: 1st June 2026

Interview date: 11th / 12th June 2026

Please note we will be reviewing applications throughout the campaign and may invite candidates to interview at any time.  We reserve the right to close this role earlier than the published closing date should a suitable candidate be identified.