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