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 and 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 ..... full job details .....