Title:  Customer Repair Planner

Sanctuary provide in-house repairs and maintenance services for an extensive portfolio of properties across Sanctuary organisations.  As part of a not-for-profit organisation, we aim to achieve outstanding results for our customers based on our values - working in an open and transparent way, creating strong partnerships with our customers and providing a first-class customer service.

Customer Repair Planner

Hull

£30,130 - £31,716 per year

40 hours per week – Monday to Friday – 8:00am to 5:00pm

We are looking for a Customer Repair Planner to join our team in Hull. In this role, you will be responsible for scheduling and managing operative workloads to ensure customer repairs are completed within agreed service timescales. You’ll play a key part in delivering a high-quality service while helping to keep our customers safe and comfortable in their homes.

The role of Customer Repair Planner will include:

• Plan and manage daily schedules to make sure responsive operatives are available, productive, and working in line with business and service requirements
• Coordinate and monitor scheduling systems, manage changing priorities, and use team resources effectively to meet agreed KPIs and contract targets
• Deal with complaints and service issues in a calm and empathetic way, keeping customers informed about progress and outcomes
• Work flexibly with internal teams to manage workloads within agreed timescales and deliver the right outcomes for Sanctuary’s customers

Skills and experiences:

• Working knowledge of call handling in a customer service centre environment
• Experience in an administrative role, including handling customer service enquiries and complaints
• A strong track record of working to deadlines and successfully prioritising a busy workload
• The ability to identify issues, analyse root causes, and put practical and effective solutions in place

About us

We provide in-house repairs and maintenance for a wide range of properties, as part of a not-for-profit organisation. We foster a diverse and inclusive culture. Our customers are at the heart of all we do, and colleagues help make a real difference to people’s lives.

Our Benefits    

As part of our commitment to making Sanctuary a great place to work, where your wellbeing is of genuine importance, we have developed an attractive employment package. The package recognises your contribution, supports your physical, mental and financial health and gives you the flexibility to tailor your employee benefits by offering:

• 25 days annual leave (rising to a maximum of 30 days) plus public holidays

• A pension scheme with employer contributions from Sanctuary
• Life Assurance
• Employee Advice Service including counselling
• Cycle to Work scheme
• Voluntary health plans  
• Employee discounts
• Wellbeing support and tools
• Employee recognition scheme
• Staff Networks, with a shared interest in inclusion, and who provide invaluable support to colleagues
• £30,130 per annum (rising to £31,716 per annum after 12 months, subject to satisfactory performance)

View the job profile (if the link is unavailable please visit the Sanctuary careers website)    

Closing Date: Friday 22 May 2026

If you're unsure about any details, have questions about the role or want to discuss a need for adjustments, our fantastic talent team will be happy to help you – propertyservices.rec@sanctuary.co.uk

We reserve the right depending on application numbers to close or extend the closing dates for positions; we would therefore recommend an early application.

View more detail about what it’s like to work for our organisation, and what we offer on our Sanctuary careers pages at -  http://www.sanctuary.co.uk/join-our-team

Inclusion is one of our core values. Our goal is to be a diverse, inclusive organisation where our people thrive and meet our customers’ needs with fairness and empathy. We know having a range of ideas and opinions makes a difference.  We encourage and welcome applications from people from diverse backgrounds to support this mission.  We will make adjustments throughout your application process, in line with Sanctuary’s commitment to our Disability Confident employer status.

Building Equality and Diversity

Sanctuary Group encourages and welcomes applications from people from diverse backgrounds to support our commitment to offering an inclusive environment for our employees and customers.
We work closely with the Home Office in order to prevent unlawful working.
Sanctuary Maintenance Contractors Limited is a subsidiary of Sanctuary Housing Association, an exempt charity.