Maintenance Officer
The Maintenance Officer is responsible for ensuring that all reported property maintenance matters are managed efficiently, professionally, and in accordance with the Company's service standards and legal compliance obligations. The role acts as the primary point of contact between landlords, tenants, contractors and internal departments to ensure maintenance issues are resolved promptly while protecting both the Company's and clients' interests.
Key Responsibilities
- Receive, assess and accurately log all maintenance enquiries received by telephone, email, online reporting systems (fixflo) and in person.
- Obtain full details of reported defects from tenants and other parties to ensure accurate diagnosis and appropriate contractor allocation.
- Raise, issue and monitor maintenance work orders through the Company's property management and maintenance systems, including Fixflo.
- Coordinate appointments between tenants, landlords and contractors, ensuring access arrangements are efficiently managed.
- Monitor outstanding repairs and proactively follow up contractors to ensure works are completed within agreed service levels.
- Keep landlords and tenants informed throughout the maintenance process by providing regular progress updates and managing expectations.
- Obtain quotations for repairs where required and seek the necessary landlord authorisations before works commence.
- Review completed works to ensure repairs have been carried out to the required standard and represent value for money.
- Assist with the scheduling and administration of statutory compliance inspections including Gas Safety Certificates, Electrical Installation Condition Reports (EICRs), Energy Performance Certificates (EPCs), Fire Safety requirements, Legionella Risk Assessments and other legislative compliance obligations.
- Conduct property inspections, inventories and condition reports where required, identifying maintenance issues and potential hazards under the Housing Health and Safety Rating System (HHSRS).
- Identify urgent health and safety risks and ensure appropriate action is taken to minimise risks to occupants and the Company.
- Maintain accurate and up-to-date property records across all company systems, ensuring digital files remain complete, compliant and audit-ready.
- Liaise professionally with landlords, tenants, contractors, local authorities and utility providers to resolve maintenance-related matters efficiently.
- Monitor contractor performance, response times and quality of workmanship, escalating concerns where necessary.
- Assist with insurance claims, quotations and supporting documentation relating to maintenance matters where applicable.
- Support the wider Property Management team by providing administrative assistance and responding promptly to maintenance-related enquiries.
- Monitor office stationery and maintenance supplies, ensuring stock levels remain adequate.
- Welcome visitors, answer incoming telephone calls and provide excellent customer service at all times.
- Receive payments where required and ensure they are processed in accordance with Company procedures.
- Regularly review property and tenant records to ensure information remains accurate and complete.
- Contribute towards the effective management of the Company's property portfolio by ensuring maintenance matters are resolved promptly, cost-effectively and in the best interests of clients and the Company.
- Ensure compliance with all relevant legislation, Company policies, health and safety procedures, GDPR requirements and internal operational processes.
- Carry out any other duties reasonably requested by management that are consistent with the nature and seniority of the role.
Performance Expectations
The Maintenance Officer is expected to:
- Deliver outstanding customer service to landlords, tenants and contractors.
- Respond to maintenance enquiries promptly and professionally.
- Prioritise emergency repairs and health and safety issues appropriately.
- Maintain accurate records and complete all administrative tasks to a high standard.
- Demonstrate excellent organisational, communication and problem-solving skills.
- Work collaboratively with colleagues to achieve departmental objectives.
- Uphold the Company's values, professional standards, customer service charter and operational procedures at all times.
- Contribute positively towards continuous improvement of maintenance processes and customer satisfaction.
Pay: £32,000.00 per year
Work Location: In person
