The Purpose of my role

A Facilities Assistant to support the Facilities Manager and on-site team in delivering exceptional resident experience through the coordination and execution of planned, preventative and reactive maintenance activities. The development is a residential building of over 200 studio apartments for rental based in South West London which we are the owner and managing agent for. The building has a small team based on site 7 days a week to assist residents. There is a shared lounge, co-working space and gym as well as small landscaped areas which must be maintained to a high standard by the Facilities Assistant.

Key Accountabilities

Facilities Coordination & Support

• Assist the Facilities Manager with day-to-day building operations, maintenance scheduling and contractor coordination
• Log and track all maintenance requests through the property management system, ensuring timely response and resolution
• Coordinate with third-party contractors to ensure completion of work and adherence to site health and safety procedures
• Assist with the procurement and ordering of maintenance supplies, materials and equipment
• Support the administration of planned preventative maintenance (PPM) schedules
• Maintain accurate records and logs of all maintenance activities, contractor visits and compliance documentation

Building Inspections & Compliance

• Undertake regular building patrols around common areas and apartments to identify any maintenance requirements, health and safety risks or defects
• Conduct pre-move in checks and apartment inspections, documenting condition and completing all resultant actions in a timely manner
• Undertake scheduled apartment inspections during a resident's tenancy and recording of same
• Support the Facilities Manager in monitoring compliance with Planned and Reactive Maintenance procedures, ensuring buildings are safe for both Residents and Employees
• Ensure that maintenance records are kept for all services, including PAT testing, fixed wiring certification, fire safety systems, lifts and plant equipment
• Assist with Risk Assessments and Method Statements, ensuring safe systems of work are followed, including Permit to Work procedures

General Facilities Duties

• Carry out minor repairs and maintenance tasks including basic plumbing, carpentry, painting and decorating
• Assist with apartment turnarounds between tenancies, coordinating cleaning, minor repairs and snagging
• Support the general upkeep of the property including monitoring cleanliness standards, external landscaping and presentation of communal areas
• Respond to out-of-hours emergency callouts as part of the on-call rota
• Assist with deliveries, key management and access control
• Monitor and report on building utilities, identifying opportunities for efficiency improvements

Customer Service

• Communicate effectively and courteously, whether face to face, via telephone or in writing, with residents and colleagues, clearly understanding and responding to their needs
• Exercise initiative in responding to maintenance issues and resident queries, liaising effectively with the Facilities Manager and other colleagues
• Provide a professional, helpful and responsive service to all residents and visitors
• Contribute to resident satisfaction and positive experience with the brand

Teamwork & Administration

• Support new members of the team, providing a warm welcome and supporting their development by answering questions and offering guidance
• Attend and constructively contribute to team meetings, sharing knowledge, developing and supporting new ideas and improved processes
• Maintain accurate documentation using Microsoft Office and property management systems
• Contribute and support the growth of the team culture, working in line with the brand values and encouraging others to do the same

Key Performance Indicators

• Asset Management
• Health and Safety
• Net Operating Income
• Resident Satisfaction
• Response Times
• Building Presentation
• Operational Efficiency
• Compliance
• Team Performance
• Employee Satisfaction

Key Values

Integrity - A professional approach, demonstrate integrity, honesty and fairness in every action taken

• Transparent, honest and consistent approach, holds themselves and others to account on issues of integrity and fairness

Commitment - A results driven business, proactively focus on the customer taking individual responsibility to drive performance

• Takes responsibility for delivering against own objectives and encourages others to do the same
• Customer at the heart of all decision making
• Relentless focus on delivering results

Energy - An enthusiastic and positive working environment, embrace cultural diversity and develop/nurture talent

• Always displays passion and energy creating a positive working environment
• Focuses on the learning and development of self and others
• Fosters a working environment that promotes diversity and equality

QUALIFICATIONS, EXPERIENCE AND ROLE REQUIREMENTS

Essential

• 2+ years' experience in a facilities, property or maintenance role
• Practical hands-on maintenance skills (basic plumbing, carpentry, decorating)
• Strong administrative and organisational skills with attention to detail
• Proficient in Microsoft Office (Word, Excel, Outlook)
• Excellent communication skills both written and verbal
• Ability to work weekends and public holidays
• Customer-focused approach with professional demeanor