Customer Experience Co-ordinator

Customer Experience Co-ordinator

Apply fast, check the full description by scrolling below to find out the full requirements for this role.

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:

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Coordinating engineers and resources

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Managing work orders and job progress

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Being a first-class point of contact for clients

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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

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Schedule and allocate engineers efficiently based on skills, location, and availability

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Monitor job progress and proactively manage delays or issues

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Escalate risks and resourcing challenges where required

Work Order Management

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Raise and manage work orders accurately and in line with client instructions

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Track job status in real time and ensure system accuracy

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Liaise with finance/admin teams to support invoicing where needed

Customer & Client Experience

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Handle inbound calls and enquiries professionally and confidently

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Act as the first point of contact for service queries and issues

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Resolve problems quickly, calmly, and with empathy

Administration & Reporting

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Maintain accurate records across internal systems and client portals

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Support SLA reporting, job completion tracking, and performance data

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Contribute ideas to improve systems, processes, and customer experience

What We’re Looking For

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Experience in property management, maintenance coordination, FM, or a trade delivery environment

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Strong organisational and multitasking skills

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Confident communicator with excellent phone manner

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Calm under pressure and solutions-focused

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Comfortable working in a fast-moving, service-driven business

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Strong IT and system-based working ability

Why Join Masterfix? xiskglj

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Join a well-established, respected London brand

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Work in a supportive, professional team environment

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Clear processes, structure, and leadership support

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Opportunity to grow and develop within a scaling business

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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