The Purpose

This role will support facilities management within a large residential rental development with communal facilities that include a co-working lounge, gym, gardens, movie room and car park.

The Maintenance Operative is responsible for delivering an efficient maintenance service that meets residents' needs and delivers excellent customer service.

This is a customer-facing onsite role, completing planned, preventative, and reactive maintenance activities in line with the brand's vision & values, providing an excellent quality and high value residential environment for a wide mix of residents, occupiers, and visitors.

Key Responsibilities

Facilities Management

• Carry out the day-to-day reactive and preventative maintenance of the building
• Work with the Facilities Manager to ensure compliance with current Fire and Health & Safety regulations
• Support the Facilities Manager with the defect process with the Developer
• Exercise initiative in responding to maintenance issues, liaising effectively with the Facilities Manager and other colleagues and considering impact on residents
• Provide support for electrical/plumbing repairs throughout the property
• Share responsibility for the regular Health & Safety checks in the building including fire alarms and emergency lighting checks
• Undertake regular building patrols around the common areas and flats to identify any maintenance requirements or Health and Safety risks, and complete all resultant actions in accordance with the core operating procedures
• Carry out pre-move-in checks and scheduled flat inspections and recording of same, completing all resultant actions in a timely manner
• Log and monitor all maintenance issues that arise within the property using the relevant software
• Support in carrying out compliance with Planned and Reactive Maintenance procedures, ensuring that the building is safe for both residents and employees
• Assist with the general upkeep of the property (cleaning, waste management, external landscaping, etc.); carry out flat turnarounds and undertake redecorating of rooms and communal areas after the first 12 months of mobilisation of the scheme (some weekend work required)
• Assist with building actions to meet ESG targets and ambitions
• Adhere to operating processes, business systems and standards

Key Performance Indicators: Annual Fire and Health & Safety Risk Assessments · NOI Performance · Company ESG Targets · QUOODA Compliance

Customer Service

• Represent the brand by providing exceptional service to residents, prospective tenants, contractors, and visitors
• Communicate effectively and courteously, whether face to face, via telephone or in writing, with residents and colleagues, clearly understanding and responding to their needs
• Always seek ways to exceed residents' service expectations
• Ensure resident issues and service requests are addressed within 24 hours
• Proactively find ways to help residents maintain and take care of their apartments, giving guidance and assistance where required
• Assist with management of third-party contractors to ensure completion of work and adherence to site health and safety procedures
• Assist in promoting a neighbourly and community atmosphere including participating in the resident events programme
• Be a true ambassador of the brand and what it stands for

Key Performance Indicators: Customer satisfaction surveys · Resident retention and referrals · Customer Service Reviews

Team Management and Development

• Support new members of the team, providing a warm welcome and supporting their development through training, guidance, and mentorship
• Contribute and support the growth of company team culture, working in line with the brand values and encourage others to do the same
• Act as a role model and maintain energy and commitment with the team to be a true ambassador of the company spirit

Key Performance Indicators: Employee Satisfaction · Employee Attrition

Qualifications, Experience and Role Requirements

Essential:

• Demonstrates honesty, integrity and intelligence
• Demonstrable experience of domestic plumbing/electrical/carpentry/building or general maintenance
• Excellent customer relationship skills and attention to detail
• Clear and effective communication skills, verbally and in writing
• Basic IT skills including Microsoft Office and property management systems
• Team player with a willingness to support others
• A positive, "can-do" attitude with a desire to learn and achieve outstanding results
• Ability to work independently on a day-to-day basis
• Ability to work Saturdays and public holidays in line with the rota

Desirable:

• Experience of working in the private residential sector
• Qualified to 18th edition level (IEE Wiring Regulations)
• Previous experience of working with large plant
• IOSH qualifications
• Qualified to NVQ level 2 in plumbing maintenance