Customer Experience Co-ordinator

Location: Kennington

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