Customer Experience Co-ordinator
London’s Leading Property Maintenance Service
📍 Kennington, London (SE11)
About Masterfix
Masterfix is a leading London-based property maintenance and technical services provider, trusted across prime residential, managing agents, developers, and commercial clients. We pride ourselves on delivering exceptional service, clear communication, and operational excellence — every job, every time.
As we continue to grow, we are looking for a Customer Experience Co-ordinator to join our Technical Services team and play a key role at the heart of our operations.
The Role
This is a hands-on, fast-paced coordination role, acting as the central link between our clients, engineers, and operational team.
You’ll be responsible for:
-
Coordinating engineers and resources
-
Managing work orders and job progress
-
Being a first-class point of contact for clients
-
Ensuring service delivery meets our high standards and SLAs
This role would suit a property manager, or someone from a maintenance, FM, or trade delivery business who understands how important communication, organisation, and follow-through are in delivering outstanding service.
Key Responsibilities
Engineer Management & Logistics
-
Schedule and allocate engineers efficiently based on skills, location, and availability
-
Monitor job progress and proactively manage delays or issues
-
Escalate risks and resourcing challenges where required
Work Order Management
-
Raise and manage work orders accurately and in line with client instructions
-
Track job status in real time and ensure system accuracy
-
Liaise with finance/admin teams to support invoicing where needed
Customer & Client Experience
-
Handle inbound calls and enquiries professionally and confidently
-
Act as the first point of contact for service queries and issues
-
Resolve problems quickly, calmly, and with empathy
Administration & Reporting
-
Maintain accurate records across internal systems and client portals
-
Support SLA reporting, job completion tracking, and performance data
-
Contribute ideas to improve systems, processes, and customer experience
What We’re Looking For
-
Experience in property management, maintenance coordination, FM, or a trade delivery environment
-
Strong organisational and multitasking skills
-
Confident communicator with excellent phone manner
-
Calm under pressure and solutions-focused
-
Comfortable working in a fast-moving, service-driven business
-
Strong IT and system-based working ability
Why Join Masterfix?
-
Join a well-established, respected London brand
-
Work in a supportive, professional team environment
-
Clear processes, structure, and leadership support
-
Opportunity to grow and develop within a scaling business
-
Be part of a company that genuinely cares about service quality
Ready to Apply?
If you enjoy coordinating people, solving problems, and delivering exceptional customer experience — we’d love to hear from you
