Customer Experience Manager

About Masterfix Masterfix is one of London’s leading property maintenance and technical services companies, trusted across prime residential, mixed-use, and commercial environments. We are recognised for combining engineering excellence with outstanding customer care — delivering responsive, reliable service 24/7, 365 days a year. We are now seeking an experienced Customer Experience Manager to sit at the heart of our operation, leading both customer relationships and engineer performance, while ensuring commercially sound, high-quality service delivery. The Role This is a hands-on role responsible for end-to-end service delivery, combining customer management, engineer leadership, and commercial oversight. You will manage key client relationships while also leading engineers and service partners — ensuring jobs are scoped correctly, estimates are accurate and competitive, and work is delivered efficiently and transparently. This role is ideal for someone with a trade background or extensive experience in a technical maintenance environment, who understands how to balance quality, cost, and customer expectations. Key Responsibilities Customer & Client Management * Act as the senior point of contact for clients, managing expectations and building trusted, long-term relationships * Own the customer journey from initial enquiry through to job completion and follow-up * Resolve escalations professionally, ensuring outcomes align with service standards and commercial objectives * Support contract reviews, renewals, and performance meetings Engineer & Team Management * Lead, motivate, and manage engineers and service partners * Ensure engineers are correctly allocated, fully briefed, and supported to deliver first-time fixes * Drive high standards of professionalism, communication, and workmanship * Work closely with coordinators and administrators to maintain smooth daily operations Estimating, Cost Control & Commercial Oversight * Prepare, review, and approve accurate estimates and quotations, ensuring clarity, consistency, and value for money * Ensure estimates are based on correct scope, labour, materials, and access requirements * Balance competitive pricing with margin protection and service quality * Provide clear cost breakdowns and explanations to clients where required * Review job performance against estimates and identify opportunities to improve pricing accuracy Operational Excellence * Ensure work orders, scheduling, and compliance documentation are accurate and complete * Monitor KPIs including response times, first-time fix rates, customer satisfaction, and commercial performance * Identify inefficiencies, risks, and service improvements across the operation What We’re Looking For Essential * Proven experience in property maintenance, building services, or a trade-led environment * Background as a tradesperson or significant experience managing engineers and technical teams * Experience producing or reviewing estimates and quotations * Strong commercial awareness with a focus on value for money * Excellent communication skills with the ability to manage both clients and engineers effectively Desirable * Experience in prime residential, residential developments, or mixed-use buildings * Understanding of compliance, reporting, and planned/reactive maintenance environments * Leadership experience within operations or service delivery roles Why Join Masterfix * Join one of London’s most respected maintenance providers * Senior role with genuine influence over service quality and commercial performance * Exposure to high-value properties and complex technical environments * Competitive salary based on experience * Clear opportunity for progression as the business continues to grow