At a Glance
- Tasks: Coordinate schedules and ensure timely repairs for tenants in a fast-paced environment.
- Company: Join Midland Heart, a supportive housing organisation focused on community impact.
- Benefits: Enjoy a rewarding workplace with career growth opportunities and a collaborative team.
- Other info: Office-based role in Birmingham with a dynamic team atmosphere.
- Why this job: Make a real difference by ensuring repairs are completed efficiently and effectively.
- Qualifications: Experience in scheduling or coordination and a customer-focused mindset.
The predicted salary is between 22950 - 28050 £ per year.
Do you have experience coordinating schedules and delivering excellent customer service in a fast-paced environment? Looking to play a key role in ensuring repairs services run efficiently? If so, join us as a Resource Planner where you'll help ensure repairs are completed ‘Right First Time' for our tenants.
As a Resource Planner, you'll be responsible for:
- Ensuring the effective planning and scheduling of repairs and maintenance activity by:
- Raising and scheduling repair appointments for operatives and contractors, ensuring the right skills and coverage are assigned
- Managing diaries proactively to maximise productivity and ensure appointments are delivered within agreed timescales
- Liaising with tenants, operatives, and supervisors to resolve issues and coordinate follow-on repairs
- Monitoring work in progress (WIP) and ensuring repairs are completed within KPIs and SLAs
- Handling inbound and outbound calls to resolve queries and maintain service delivery
- Producing reports and analysing scheduling data to improve efficiency and minimise travel time
- Supporting the wider repairs team with administrative tasks to deliver a responsive, tenant-focused service
You’ll join a busy and collaborative Repairs & Maintenance team, where you’ll play a key role in ensuring operatives are effectively deployed and tenants receive a high-quality, timely repairs service.
Our ideal candidate? We’re seeking a highly organised and customer-focused individual with:
- Experience working in a scheduling, planning, or coordination role
- Experience using IT systems for job allocation, scheduling, or workforce management
- Experience working in a customer-focused environment (e.g. contact centre, housing, or repairs service)
- Experience managing multiple priorities and working to deadlines in a fast-paced environment
This is an office-based role located at our Birmingham (Bath Row) office. You will be expected to work from the office five days per week, with no regular home working arrangement.
Who is Midland Heart? We’re one team working together for our tenants. A large, ambitious housing organisation providing people with an affordable place to call home. We value people from all walks of life and strive to create an inclusive environment where you can grow your career and make an impact. We expect a lot from our people, but in return, you’ll find a supportive and rewarding workplace where great people thrive.
We are proud to say we have recently been named in the Sunday Times Best Places to Work list, within the Big Organisations category (The Times).
Please be advised however, that we may close earlier than this date, dependent on the volume of applications that we receive. Applications close at midnight on Wednesday 18th October 2026. Assessments are scheduled to take place on Tuesday 1st December 2026.
We’re proud to be a Disability Confident Employer. Please feel free to contact us if you would like to discuss any adjustments you might need in order to be successful in this role.
Resource Planner employer: Midland Heart
Midland Heart is an exceptional employer, offering a dynamic work environment where your contributions directly impact the lives of tenants. With a strong commitment to employee development and a culture that values collaboration and inclusivity, you will find ample opportunities for growth and professional advancement. Located in Birmingham, our office fosters a supportive atmosphere, ensuring that every team member feels valued and empowered to succeed.
StudySmarter Expert Advice🤫
We think this is how you could land Resource Planner
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Midland Heart. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Midland Heart before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Resource Planner
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Midland Heart:Your cover letter is your chance to shine! Tell us why you want to work at Midland Heart specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Midland Heart!
How to prepare for a job interview at Midland Heart
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
