Maintenance Operative

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 forKey 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