Customer Experience Manager

Position: Customer Experience Manager (Permanent)
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