Senior Maintenance Operative

Quintain Overview:

Quintain is an award-winning mixed-use property developer in the UK and most famous for Wembley Park, one of Europe's largest and most exciting transformation projects where we have already delivered thousands of homes, shops, offices, restaurants, hotels and cultural venues as well as supporting a growing community of residents and workers.

This world-famous north west London neighbourhood was named one of the "best places to live in 2025" and will be the UK's largest single site of Build to Rent homes, with over 6,000 apartments to be operated by Quintain Living. Our team already has over 3,500 exceptional Build to Rent homes within its portfolio across several unique developments. The benefits of renting with Quintain Living includes no deposits or fees, utilities set up and ready to go, lifestyle led amenity spaces, flexible leases, app based tenancy management, resident events and a 24 hour service.

At Quintain we operate in accordance with our five company values: Creative, People First, Pioneering, Sustainable and Proud and the associated behaviours foster a sense of respect, awareness and belonging across the business.

Job Purpose:

The Senior Maintenance Operative will be responsible for overseeing a team of Maintenance Operatives and Decorators delivering general maintenance/repairs to occupied apartments, ensuring apartment readiness in advance of new move ins and refresh after move outs. They will investigate and rectify maintenance cases when those are raised, liaising directly with residents, delivering exceptional customer service levels at all times. The SMO will manage schedules/rotas, oversee stock checks and ordering of equipment/materials, provide day to day support on issues arising and act as a point of contact/escalation for residents and internal stakeholders within Quintain Living. When required they will also undertake works/repairs themselves drawing on their previous working experience.

Key Accountabilities:

• Oversee the team's response to resident maintenance cases raised via the Resident Portal / App which may involve direct interface with customers and / or third party contractors.
• Support the Maintenance Manager and Assistant Maintenance Manager in day to day running of the department. Assisting with managerial checks, department reporting and overseeing the successful and timely completion of all aspects of the department's work.
• Ensuring the team regularly update the status of maintenance cases on the CRM platform, ensuring good communication levels at all times with both customers and other Quintain Living teams.
• Identifying and where necessary arranging for training and development of the team. i.e. toolbox talks, training courses, work shadowing etc.
• Report defects to the in house Defects Resolution Team, attending meetings where needed.
• Oversee, and where necessary evolve, the process for pre tenancy checks ensuring all apartments are ready for new move ins. Carry out quality control checks and where necessary train operatives to ensure these checks are done to the correct standard.
• Oversee, and where necessary evolve, the Inventory move IN / OUT process in order to comply with lease obligations. Carry out quality control checks and where necessary train operatives to ensure this work is done to the correct standard.
• Carry out periodic inspections / quality control checks on Pre Move In (Dusty) cleans and End of Tenancy Cleans, liaising with the relevant contractors where necessary.
• Oversee and carry out Pre Move Out apartment checks and record works / actions required in advance of move out to help the refresh activities take place within the company's desired timeframes.
• Oversee, and where required evolve, the completion of all apartment refresh works required to prepare apartments for the next resident. Ensure the team are preparing ahead to allow for peak season.
• Oversee regular checks on stock levels for equipment and materials ensuring the team have everything they need to fulfil the requirements of the department. Ensure all store areas are kept neat, tidy and replenished to allow the team to work as efficiently as possible.
• Oversee and organize the mid term apartment inspections and apartment Planned Preventative Maintenance (PPM) ensuring good records are kept at all times.
• Assist with all building compliance requirements related to Health and Safety
• Use the company's CRM and tech tools to carry out and record all activities ensuring a digital record of all works is archived for future reference.
• Carry out any other activities, as required by the business, that are necessary to support the responsibilities of the maintenance department.

General Accountabilities:

• Undertake additional relevant duties which fall under the general scope of the role, as directed by your Manager, raising any issues with capacity so they can be properly managed.
• Participate in the full year and half year Performance Development Review process as reviewer and reviewee, meeting the standards and timescales required by the Company.
• At all times ensure that your understanding and skill level regarding the Company's IT systems are up to date, as applicable to your role. Undertake IT training as required to ensure full and proper use of the available technology.
• Demonstrate commitment to and align actions with the Company's values: Creative, People First, Pioneering, Sustainable and Proud.
• Work within the Company's policies and procedures, governance framework and standards, as detailed on the Company's intranet.
• Remain knowledgeable about Group activities, benefiting from all forms of internal communication provided and acting as a positive ambassador for the Company at all times.
• Use materials and resources effectively and efficiently to minimise waste and always consider the impact of potential actions alongside our Sustainability policies and goals before taking business decisions.

Qualifications/Experience/Skills:

• Strong interpersonal skills essential as this is a customer facing role; must be well presented
• IT literate with experience of using CRM / CAFM systems to monitor, track and update reported issues essential.
• Well organised and must have strong Administration skills.
• Relevant experience at a similar level is required
• A positive mindset and adaptable/ receptive to change in a rapidly expanding business
• A team player overall, but can work independently for large amounts of time, accounting for their work output.
• Flexibility is required. May be required to attend site in the event of emergencies outside of normal working hours to attend to maintenance matters and there will be a minimum callout fee of 2 hours, paid at the hourly rate in these instances.

This role may involve an element of lone working or working alone which will be discussed between you and your line manager. Training will be provided, where required.

In principle, hours of work are 37.5 hours per week, working five days per week between Monday and Sunday. Daily working hours are 7.5 hours per day. The rota start time and finish time will vary between the office hours of 8am and 8pm.