1st Line Maintenance Support
What does the job involve?
Answer incoming phone calls or emails from residents and owners
Through clear communication in spoken and written English, or by checking our systems, ensure:
• You have clear details of the name and contact details
• You are clear about their role (e.g. Owner, Resident, Contractor)
• You know exactly the property they are referring to
• Whether we are responsible for maintenance at this property
• You know how urgent the issue is
• You know what the issue is and what they expect to be done, and when
• You go through any relevant diagnostic checklists (we will provide and explain)
• If works needed, will they allow contractor access with keys
•
The person who is calling or emailing needs to feel:
• you are warm, positive, confident, competent, knowledgeable
• You speak very good English and understand them clearly
• Confident you fully understand their concern and will try to deal with it or point them in the right direction
• Clear about what you will do next and what they can expect (without making promises you can’t keep!)
You need to investigate on our systems (possibly during the call) to establish:
• Is there a maintenance contract for this issue/property?
• Is this a new issue, or a call back for work that has been done before?
• Has there been a similar issue in the past – is there a pattern that needs more investigation?
• Does the Owner have preferred contractors for this work, or do their own work?
You need to decide how this will be handled:
• If appropriate notify the Owner of actions, or seek their authority to act
• Clearly instruct a suitable contractor, ideally one who has been before
• Where urgent, ensure there is a call as well as work order
• Agree expected date of works and record in system
• If in doubt, check with a colleague first
Follow up
• Chase contractors for updates when work is overdue or no date for progress agreed
• Get clear feedback from the contractor on the works needed, so this can be clearly explained to Owner – where possible get photos, so you can better understand things
• Obtain a quote for work
• Evaluate quote to assess if good value (check similar works or check with colleagues)
• Refer quote to Owner with clear options and recommendation
• Ensure all actions and communication clearly recorded in system
Teamwork
• You need to work Monday to Friday, 8 hours a day, UK hours 9am-5pm (5pm-1am Philippines time)
• You need to be ‘present’ in the office on video meeting throughout the day, so you and the team in St Ives can see each other
• Take part in team meetings when needed
• Contribute ideas to improve our service or efficiency
• Where time allows, provide support for colleagues during peak workload or absence cover
For more details contact
Matthew Lester
Who are we?
• We are a team of 16 people based in St Ives, plus a growing team of support in the Philippines /meet-the-team
• We are the biggest and, in our customer’s view, the best residential letting agent in the area, managing around 800 homes for Owners, all within a 20km radius of our office in St Ives, near Cambridge in the East of England. /our-area
• We differentiate from our competitors by providing Expert, Honourable and Personal lettings support to our customers. /all-about-us We compete on quality, service and value – not on price
APPLY FOR THIS JOB:
Company: ARDENT Protection LLC
Name: Matthew Lester
Email: