About Dwelling Doctors
At Dwelling Doctors, we are one of the UK's leading specialists in damp, mould, condensation and ventilation solutions, delivering responsive repairs, ventilation installations and compliance services to local authorities and housing associations nationwide.
As legislation surrounding damp and mould continues to evolve, particularly through the implementation of Awaab's Law, our planning team plays a critical role in ensuring vulnerable residents receive a timely, compliant and professional service.
We're looking for an organised, commercially aware and customer-focused HQ Planner to take ownership of client accounts, operational scheduling and service delivery, ensuring our field teams consistently achieve contractual KPIs whilst delivering an exceptional customer experience.
The Role
The HQ Planner is responsible for the day-to-day operational planning and account coordination of one or more social housing contracts.
Working closely with clients, tenants, surveyors, ventilation engineers, remediation operatives and internal support teams, you will ensure works are planned efficiently, compliance obligations are achieved and contractual performance is maintained.
This role requires someone who enjoys building relationships, solving problems and taking ownership of contract performance from instruction through to completion.
Key Responsibilities
Client Account Management
- Act as the primary operational contact for allocated housing association and local authority contracts.
- Build positive working relationships with client representatives through professional communication and proactive account management.
- Monitor contractual KPIs and SLAs, ensuring performance targets are achieved and exceeded wherever possible.
- Attend internal and external contract review meetings when required.
- Escalate contractual risks, performance concerns and service issues before they impact delivery.
- Support continuous service improvement initiatives across allocated contracts.
Operational Planning & Scheduling
- Effectively manage the diaries of Surveyors, Ventilation Engineers and Remediation Operatives.
- Allocate works based upon geography, engineer competency, priority, client requirements and contractual timescales.
- Balance emergency, significant and routine works whilst maximising engineer productivity.
- Monitor live workloads and make real-time scheduling adjustments where required.
- Ensure all appointments are accurately booked, confirmed and updated within company systems.
Engineer & Surveyor Coordination
- Act as the daily operational point of contact for field-based engineers and surveyors.
- Support engineers with access issues, job queries, variations and scheduling changes.
- Ensure all required documentation, photographs and completion evidence are submitted correctly.
- Monitor engineer productivity and job progression throughout the working day.
- Escalate operational issues promptly to Team Leaders or Management where appropriate.
Tenant & Customer Experience
- Liaise directly with tenants to arrange appointments and manage expectations.
- Deliver excellent customer service whilst supporting vulnerable residents.
- Resolve appointment issues professionally and efficiently.
- Maintain regular communication throughout the lifecycle of each work order.
- Ensure all customer interactions reflect company values and client expectations.
Compliance & Contract Performance
- Maintain compliance with client procedures, company policies and legislative requirements.
- Develop a working knowledge of Awaab's Law and understand its impact on responsive damp, mould and ventilation services.
- Ensure contractual response times, appointment windows and completion deadlines are achieved.
- Maintain accurate records across SIMPRO and client portals.
- Complete administrative actions required to support invoicing, reporting and audit compliance.
Client Systems & Administration
- Maintain client portals, ensuring work orders, updates, completion evidence and documentation remain accurate and current.
- Process variations, quotations and work status updates where required.
- Ensure all information is recorded accurately to support contractual reporting and invoicing.
- Maintain excellent data quality across internal and external systems.
Continuous Improvement
- Identify opportunities to improve scheduling efficiency and service delivery.
- Support new operational processes and system improvements.
- Share knowledge and best practice across the planning team.
- Contribute towards achieving departmental and company performance objectives.
Knowledge & Experience
Essential
- Previous experience within planning, scheduling or operational coordination.
- Excellent organisational and workload management skills.
- Strong communication and customer service abilities.
- Experience working with multiple priorities in a fast-paced environment.
- Confident using CRM or scheduling software.
- Ability to build professional relationships with clients, tenants and operational teams.
- Excellent attention to detail and administrative accuracy.
Desirable
- Experience within Social Housing or Property Maintenance.
- Knowledge of Damp & Mould remediation services.
- Experience working with Surveyors or Field Engineers.
- Understanding of contractual KPIs and Service Level Agreements.
- Knowledge of the National Schedule of Rates (SOR).
- Understanding of Awaab's Law and housing compliance.
- Experience using SIMPRO or similar job management software.
- Experience maintaining client portals such as TotalMobile, NEC Housing, Aareon or similar systems.
Key Performance Indicators
Performance within the role will typically be measured against:
- Client KPI and SLA achievement
- Engineer diary utilisation
- Surveyor utilisation
- Appointment attendance rates
- Work order progression
- Customer satisfaction
- Portal compliance and data accuracy
- Response to urgent and emergency works
- Completion of administrative tasks within required timescales
- Client relationship management
- Team collaboration and operational support
What You'll Receive
- Competitive salary
- Company pension
- Structured training and ongoing professional development
- Clear progression opportunities within a growing national business
- Supportive leadership team
- Employee recognition initiatives
- Company events
- Free on-site parking
- The opportunity to make a genuine difference to the lives of residents across the UK
Job Types: Full-time, Permanent
Pay: £26,000.00-£35,000.00 per year
Benefits:
- Company events
- Flexitime
- Health & wellbeing programme
- On-site parking
- Referral programme
Application question(s):
- 1. Do you have experience managing contracts for social housing or public sector clients? Please give an example.
- 2. Can you describe a time when you had to manage multiple schedules or work orders under pressure?
- 4. Do you have knowledge or experience of the National Schedule of Rates (SOR)?
- This role is based at our Waltham Abbey office. Do you live within a reasonable commuting distance?
- This role requires coverage of evening and weekend shifts as part of a fixed but flexible pattern. Are you willing to work evenings and weekends on a regular basis?
- This role blends scheduling with account management. Which aspect do you feel more confident in, and why?
- 3. What appeals to you about this Planner role at The Dwelling Doctors?
Work Location: In person
