Maintenance Administrators (JHB at IGrow Wealth Investments

• As a Maintenance Administrator you will be responsible for the administration, coordination, and control of maintenance workflows within the Maintenance Centre of Excellence. This role ensures that all maintenance requests are logged correctly, allocated timeously, tracked through to completion, and captured accurately, using the Client Portal and Red Rabbit as the core working systems.
• The Maintenance Administrator supports Portfolio Managers by providing clear, factual operational updates, allowing them to manage client communication effectively.

To qualify for this position, you need:

• Matric.
• Minimum 2–4 years experience in maintenance administration.
• Relevant experience in property or facilities management.
• Experience Ticket-based operational environments.
• Experience working with Red Rabbit, CRM systems, or similar platforms preferred.
• High attention to detail.
• Strong organisational and time-management skills.
• Ability to manage high volumes under pressure.
• Cost-aware and control-focused mindset.
• Process-driven and structured approach.

Key Performance Indicators (KPIs)

• Maintenance ticket turnaround times.
• Accuracy and completeness of ticket information.
• Reduced maintenance-related escalations.
• Invoice and quotation accuracy.
• Reduced recurrence of unresolved maintenance issues.

Duties and responsibilities include, but not limited to:

Maintenance Ticket Administration:

• Receive and log maintenance requests via the Client Portal and Red Rabbit.
• Verify tickets for correct property, unit, scope, and priority.
• Query or reject incomplete requests before allocation.
• Ensure each maintenance issue is managed through a single, traceable ticket.

Job Allocation & Follow-Up:

• Allocate tickets to approved contractors based on trade, availability, and SLAs.
• Issue work instructions through Red Rabbit.
• Monitor job progress and proactively follow up on delays.
• Escalate stalled or problematic jobs to the Maintenance Team Leader or Facilities Manager.

Quotation & Cost Administration:

• Request and capture quotations where required.
• Ensure quotations align with the approved scope of work.
• Confirm approvals are in place before work proceeds.
• Capture invoices accurately against the correct ticket and approved quotation.
• Identify and flag scope creep, duplicate billing, or repeated call-outs.

Portfolio Manager Support:

• Provide clear and factual updates to Portfolio Managers only.
• Ensure Portfolio Managers have visibility of: Job status, Contractor feedback, Access or scheduling issues.
• Portfolio Managers remain the sole client-facing contact for owners and tenants.

Systems & Workflow Discipline:

• Maintain accurate ticket statuses in Red Rabbit at all times.
• Ensure all notes, approvals, quotations, and invoices are uploaded and recorded.
• Close tickets only once work is confirmed complete and documentation is in place.
• Enforce consistent use of systems and prevent off-system work.

Recurring Issue Identification:

• Identify recurring maintenance issues across units or schemes.
• Highlight contractor performance concerns or repeated rework.
• Escalate recurring issues to the Maintenance Team Leader or Facilities Manager for intervention.